Hyatt announced some service changes globally and across all brands.
They highlight the intensive customer research, especially regarding womens’ needs, and are making changes to housekeeping, amenities, food offerings, and having items available on hand that guests may need.
For housekeeping they’re introducing “communications cards” for housekeeping staff to confirm the room is cleaned, and to offer a mechanism for guest feedback. On business trips I tend to stay for one night or two, so if I need anything addressed feedback would need to be instant and not wait for a comment card. (I don’t do the consultant ‘Monday-to-Thursday’ thing.) But it’s a soft approach that likely makes it easier for some guests to ask for what they want, since they are being asked for the feedback.
I’m not sure that being told a room is clean makes it any cleaner, but I suppose it’s good marketing if housekeeping has also done a good job.
What I’m most interested in is their new ‘Hyatt Has It’ campaign where they’ll promote the items they have on hand, complimentary (either to keep or to borrow), and make it easy to request those items.
It’s probably not much more than most hotels already have on hand for guests, but it’s systematized and I like that they plan to (1) tell you what they have, which functions as an invitation to request things, and (2) plan to deliver requested items unobtrusively with a knock at the door and a leave behind so you don’t have to stop getting ready, ensure you’re appropriately attired to meet the hotel staff member, and open the door (plus not coming into contact with the staffer avoids the awkward moment wondering whether a tip was expected).
The Andaz brand calls it Peace of Mind and offers the following
- Baby Shampoo, Bath Soap
- Coffee Condiment Kit, Coffee Cups, Coffee Package (Decaf/Regular), Tea Package
- Comb, Hair Brush, Hair Spray
- Cotton Balls, Make-Up Remover Wipes, Nail Polish Remover Wipes, Vanity Kit (Q-Tips, Emery Board, Cotton Pads)
- Deodorant (Men’s/Women’s), Shampoo, Shaving Cream (Men’s/Women’s), Shower Gel
- Hand Lotion, Hand Soap
- Laundry Bag, Lint Mitt
- Razor (Men’s/Women’s), Sewing Kit
- Sanitary Products
- Shoe Horn, Shoe Mitt, Shower Cap, Slippers (Men’s/Women’s)
- Wine Opener
I never knew that a wine opener was actually free and not just something to be used! And a list like this is great, plenty of things I might not have thought to ask for or would have brought myself in my little 100ml Freedom Baggie that now I know I don’t have to, at least when staying at an Andaz.
Plus the following items can be borrowed:
- Phone/Computer Charger, Power Adapter
- Curling Iron, Flat Iron, Hair Dryer, Steamer
- Free Weight Set (2Lb, 3Lb, 5Lb)
- Humidifier, Foam Pillow
- Lighted Make-Up Mirror
- Robe (Men’s/Women’s)
- Tea Kettle
- Yoga Mat
Forget going to the gym — they’ll deliver a yoga mat and free weights to your room! Of course you need a room big enough to work out in, but even the New York City Andaz properties seem to manage that well.
The Hyatt Place version is not surprisingly more limited, and instead of delivery to your room you have to go downstairs to fetch the item (since as a limited service brand they don’t have the staff on hand to do delivery).
These seem like positive innovations without downside. Will you take advantage of any of these? Do you wish other chains would follow?