Hyatt: Digital Transformation of the Luxury Hospitality Experience

Hyatt is one of the leading brands in the luxury hospitality sector with more than 950 hotels and properties worldwide. As a global brand, the challenge they faced was to deliver a consistent digital experience across diverse markets and locations while adapting to local cultural and market needs. Aging digital infrastructure and fragmented systems were leading to inconsistencies in guest experience and operational inefciencies.

🧭 The Challenge

• Global Consistency: Providing a consistent brand experience across different markets.
• Local Adaptation: Adapting to local cultures and market needs.
• Fragmented Systems: Integrating legacy technology and fragmented systems.
• Guest Experience: Providing a consistent and personalized experience across all digital channels.

🎯 Strategic Objectives

• Integrated Platform: Unifying all digital assets on a single platform.
• Personalization: Creating customized experiences using guest data.
• Multilingual Support: Providing local language support in different markets.
• Mobile-rst: Offering an experience optimized for mobile devices.

🛠️ The Solution: Global-Local Digital Ecosystem

1. Global-Local Digital Ecosystem

We developed a centralized digital platform that allows for local customization while maintaining brand consistency. This enabled teams in different markets to easily manage local content and promotions while maintaining global brand standards.

2. Personalized Guest Experience

We created personalized experiences by effectively utilizing guest data. We offered special recommendations and options to guests at every step from the reservation process to room preferences and service requests. This increased both guest satisfaction and upselling opportunities.

3. Omnichannel Integration

We developed an integration strategy that would create a seamless experience between the website, mobile app, social media, and in-hotel digital displays. This enabled guests to interact seamlessly through their preferred device or platform.

📈 The Impact: Tangible Results

🔍 Key Features

• Smart Booking: Personalized booking experience with AI-powered recommendations.
• Mobile Check-in/out: Mobile system offering contactless check-in and check-out capabilities.
• Room Control: Room control and service request capabilities via mobile app.
• Local Experiences: Content module offering local experience recommendations specic to each location.

🚀 Future Vision

With this digital transformation, Hyatt has set a new standard in global guest experience. Future plans include AI-powered service assistants, advanced room customization options, and virtual reality supported hotel tours.