[Source: Barbara De Lollis - USA Today]
Below is Hyatt Hotels CEO Mark Hoplamazian’s first blog post for Barbara’s second installment of “Checking in with the Chief.”
I’m delighted Barbara has asked me to join her as a guest blogger on Hotel Check-In this week and looking forward to answering readers’ questions and participating in some interesting conversations over the next few days. This space has become an industry “must read” very quickly, in part because so many hotel companies are choosing to break new programs and make interesting announcements here, just as Hyatt did when we announced some major enhancements to the Hyatt Gold Passport loyalty program in April.
Continuing in that vein, it gives me great pleasure to announce the launch of HyattConcierge, the first global, 24/7 dedicated concierge service on Twitter. It debuts today.
Through HyattConcierge, our skilled guest service professionals will be able to respond to guests’ questions, needs and concerns, any time, any place, and by any digital means on Twitter – before, during and after their hotel stays.
Certainly, most of the technologically savvy people who read about our new service on this blog will already be familiar with Twitter. In fact, many major brands – including some hotel companies – are already experimenting in this emerging social media space. But HyattConcierge is not a promotional one-way stream of communication. It is a service designed to enhance our ability to deliver Hyatt’s very own authentic hospitality around the world.
At Hyatt, we’ve chosen to employ Twitter in a guest-centered way.
We envision that guests will use HyattConcierge to ask questions, book spa appointments or dinner reservations, and make special requests. We hope to use this customer service channel in a way that enables us to be more responsive, enrich the guest experience and deepen guest preference for Hyatt. I believe the creation of HyattConcierge makes us the hospitality industry leader in the use of this technology and reflects our desire to communicate with guests in ways that are relevant and useful to them.
We’re very excited about HyattConcierge and anxious to hear what you think. So, tweet us. We’ll be listening.
