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In the words of Hyatt Hotels CEO Mark Hoplamazian
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.