Hyatt aims for satisfying service

For frequent travellers, the novelty of staying in a hotel can quickly wear off. Waiting longer than necessary for simple requests, such as changing a light bulb in your room, only adds to this. In a bid to increase guest satisfaction, Hyatt Regency Auckland has implemented a new system. The hotel is the first in New Zealand to adopt the latest FCS e-Connect system, with the aim of providing quick and efficient service, and exceed the expectations of guests, whether they are business travellers or those enjoying a holiday. The e-Connect system is a one-touch job automation application that allows guests to make any type of service request direct from their in-room phone. When a guest makes a request, the call is instantly transferred to the appropriate service fulfilment agent, and the job is tracked until it is completed or, where necessary, escalated. Hyatt International Corporation has had a close relationship with FCS Solutions for a number of years, and teamed up with Brantas International Technology, a key FCS partner, for this project. “Our operational departments get instant messages informing them of guests’ requests that are relevant to their department,” Jackson Wong, Information Systems Manager for Hyatt Regency Auckland, told TR. “This is all tracked by time to ensure the completion of tasks within a short, defined time frame. The managers of these key departments, such as a front office manager or housekeeping manager, get a clear picture of which guest requests relate to their department, ensuring staff respond promptly.” So what do guests think? Wong says the system has been well received and he believes guest satisfaction has been enhanced. Hyatt Regency Auckland’s guest satisfaction survey, Maritz, which asks guests to rate the hotel’s services, has also shown an improvement in the hotel’s ratings. Wong expects that it will only be a matter of time before other hotels follow suit and adopt the system. “It is a very robust system to use,” he says. “It is user-friendly, easy to set up, and enhances productivity as the needs of guests are met in a timely manner.”