Hyatt Customer Satisfaction Scores Reach All-time High

Newmarket technology changes culture

• 
  SAVE
• 
  SHARE
• 
  TEXT SIZE
• 
  PRINT
• 
  COMMENT
• 
  PDF

. June 23, 2009

PORTSMOUTH, NH, June 23, 2009 - Hyatt Hotels Corporation has achieved record-breaking customer satisfaction scores after implementing a solution to improve the business operations involved in all aspects of servicing groups and meetings, Newmarket International today announced.

The solution creates a seamless integration between Hyatt's own proprietary sales system, Envision, with Newmarket International's hosted sales and catering solution, DaylightTM. Envision handles the leads and booking and Daylight manages the servicing of the group once on-site. This complete solution was designed to improve how sales management, catering and convention service managers, and the operations group are able to manage Hyatt's group and meeting business.

Prior to the integration, the communication between departments was driven by the Banquet Event Order (BEO), containing all the details of an event, which overloaded departments with information that was not always relevant. Hyatt's operations and catering managers spent valuable time deciphering information in the BEO to understand what was required to execute an event.

The Envision / Daylight integration, by taking advantage of Microsoft BizTalk Server's flexible integration capabilities, has changed how the operations group and catering services team receives information by removing the BEO as the vehicle to communicate details. Today, Hyatt utilizes Daylight's reports to communicate the details regarding what each department should do to specifically service a group. Using Microsoft SQL Server Reporting Services, Newmarket developed a comprehensive reporting system designed to provide targeted catering reports by department. These reports are automatically scheduled and distributed to team members to provide the most current information for flawless event execution.

"The benefit of utilizing reporting is the information is delivered in real-time and the detail is more focused for each department, resulting in understanding expectations so we can deliver an exceptional experience for our customer," states Steve Enselein, Vice President, Catering and Convention Services, Hyatt Hotels Corporation. "As a result, our customer satisfaction scores are at the highest level they have ever been, our catering and convention service managers get over 90% top box scores, and our problem incidents have been reduced by a third, which has greatly improved the work culture."

The Envision / Daylight integration has given Hyatt a strong competitive advantage. Customers will have a superior experience driven by consistent service levels at all Hyatt properties. Enselein explains, "The groups and meetings market is in a challenging environment and meeting planners need to be confident their experience at a Hyatt will be consistent across our portfolio. Our implementation of the integration between Envision and Daylight could not have come at a more crucial time. It has enabled Hyatt to service our customers so we exceed expectations and maintain operational efficiencies. We expect to see our market share of the groups and meetings market increase as a result."

"Disparate systems and the lack of integrated business analytics continues to be a major challenge facing hospitality organizations today," said Sandra Andrews, U.S. hospitality industry solutions director, Microsoft Corp. "Business Intelligence in Newmarket's solution, using BizTalk and SQL Server, addresses this problem by unlocking the flow of information between property systems and delivering the right information to the right person, when and where they need it, to positively influence the guest experience. Hyatt is a leader in using innovative technology to help increase customer satisfaction and its employees have the tools they need to continue to drive the business forward."

"Newmarket International is proud to see the Envision / Daylight integration generate such positive results for Hyatt Hotels Corporation. We took the approach of being a partner and understanding the issues Hyatt needed to solve and designed a solution to deliver optimal business results," stated Sean O'Neill, Chairman and CEO, Newmarket International. "Hyatt's focus on growing their groups and meetings business will be supported by this integration and we look forward to their continued success."