Social is Simply What We Do (and We’re Just Getting Started)
I just returned from New York, a city I love for its constant inspiration, where I had the good fortune of attending the Travel + Leisure celebration for all the incredible 2014 SMITTY Award winners. We’re thrilled to be included in that group for Best Customer Service, and I had time to talk with colleagues who have so much social passion. What struck me was for Hyatt, one thing always rings true: We’re at our best when social is simply an extension of how we care for you – our guests.
That’s why we’re finding the digital and social efforts that truly make an impact are the ones that extend Hyatt’s commitment to authentic hospitality online – often well before, and after, you’re with us on property. We’re seeing this in a big way by sharing and connecting though our social accounts like @HyattConcierge over the past year (more on that here).
Our approach to social service online is the same as our offline approach. Just like we would welcome you when you walk through the hotel door, it’s our goal to welcome you and offer assistance when you tell us you’ve arrived by checking in on Facebook. We are constantly asking ourselves: If I were a General Manager, how would I care for you in my hotel at this moment? What do I know about you, and what might you need? The response to our social strategy built on care has been fantastic.
And what’s more fantastic is that it’s not just traditional marketing or customer service groups embracing social tools to connect with guests. We launched something we call #InAHyattWorld last year as a fun way to take Hyatt hospitality outside the walls of Hyatt hotels. Since then, I am continually inspired by the way hotels have kept it going in fun and memorable ways. We’ve seen everything from handing out umbrellas during a rainstorm in Dallas to shoe shining in London to passing out smiley face cookies in Melbourne to volunteer activities in local communities around the world as ways to brighten people’s days.
In such a fast-moving space, we’re always listening and learning from our guests. Thank you for your part in being social: using social channels to share and engage with us. Please remember we’re here if you need us. This is the start of our journey, and there’s more magic to come!