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Posted in: Ethnographic/Secret Shopper, Travel


Challenge: Hyatt Hotels launched an initiative to create the optimal hotel experience for its guests. Plan-it’s principals worked with Hyatt Hotels to understand the current experience, unmet needs, and opportunities for improving satisfaction and creating competitive advantage, ultimately to develop standard practices for the ultimate guest experience.

Objective: To help Hyatt Hotels create the ultimate customer experience. A combination of focus groups and “mystery hotel guest stays” were conducted to thoroughly explore the Hyatt experience versus the experiences of key competitive hotels.

Solution: All touch points and amenities were evaluated to understand the optimal combination that would work to make the Hyatt experience stand out in the marketplace.

Result: Recommendations were made for enhancing services, amenities, room design improvements, check in/out and other various touch points, that were implemented across the board.

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