Hyatt Regency Chicago is a AAA Four Diamond hotel located in downtown Chicago, minutes from the Magnificent Mile. The 2019 room hotel caters to both business and leisure travelers and is a Hyatt flagship property.
Jennifer Kedinger is the social media marketing manager at the hotel. As her title suggests, Jennifer is responsible for driving sales and loyalty for the hotel and restaurants through social media. While many hotels don’t yet have employees dedicated to social media, Jennifer is starting to see more and more hotels dedicate staff to social programs, especially among Hyatt Hotels, where her success has attracted a lot of attention.
Jennifer has found great success using Revinate’s Social Media Searches and TweetConciege to monitor for guests checking into the hotel using Foursquare or announcing their arrival on Twitter. She says, “Monitoring these sites and reaching out to guests is a great way to welcome them, fix any issues that might arise in real time and answer any questions. Guests are always really impressed that we’re listening, and since so few hotels are doing it, they’re often surprised. I often get emails, tweets and cards thanking me for such a high level of service.”
When asked to cite specific examples, Jennifer recalls an incident when a guest tweeted that he checked into the hotel but forgot his toothbrush. Before he had time to put down his phone he received a tweet from Jennifer that a toothbrush was on the way up to his room. He later commented that he had never before experienced that level of service from a hotel.
Another example involves a guest that was welcomed via Twitter when he virtually checked in. Jennifer asked if she could assist with anything during his stay and he responded flippantly that he would like large quantities of Qtips and gummy bears. Jennifer responded with directions to the nearest store but also sent up an amenity to his room, causing him to tweet that he travels a lot for work and has stayed in many hotels but this was his most unforgettable hotel stay due to the dedication of the staff.
Jennifer also uses Revinate to manage online reviews. She says, “With Revinate, it’s easy to manage the hotel’s online reputation that’s being driven by user generated online reviews. Staying on top of this input helps the Management Committee keep a good pulse on the guests experience and then share that feedback with their team of associates.” She adds, “It has proven to be a great source to help the hotel maintain the authentic hospitality that they strive for everyday.”