Innovation Insights

摘要

When Hyatt Hotels & Resorts set out on a journey to listen to guests and learn more about their entire travel experience, not just their hotel stay, its management team gained valuable insights that inspired new services and amenities. It started with an 18-month series of facilitated group discussions with travelers around the world. "This listening exercise-the largest we've ever undertaken-gave us a better sense of how people felt about the overall travel experience," says Sara Kearney, senior vice president, brands. "We wanted to understand what takes place before guests get to the hotel and after they leave."