I really like stories like this one in today’s USA Today. Hyatt Place – the new model for customer service. The new look has no front desk or concierge desk. In addition, free internet, bottled water and an open kitchen. Customers are greeted at the door as they walk in.
I think the point here is that even in a down-turn economy, companies need to reinvent themselves and do all they can to maximize the customer experience.
What are your thoughts on this model? Do you think it will work? Read the article and see if there is a major change you could make that would be as big as this one is in this industry.
With no front desk how does the customer check in? Who is responsible for making sure the customer receives directions and logistics? Who does the customer speak to about their bill if there are questions? Is there a standard Hyatt (used across all Hyatt brands) customer service Model?
Tina
I think a number of these changes were made to keep costs down and attract clients to their Hotel. It would be interesting to see if the actions taken in January, 2010 are still in place today. Thanks for your comments. I wish I had answers.
I would not use Hyatt as a good model for customer service. Just try to get a charge or bill explained to you!!