The key differentiators for Hyatt Hotels are prime locations, exceptional service, comfort and a culture that prioritises customer care
In today’s world, when customers are swamped with choice, hotels need to identify a unique differentiator. Discerning hoteliers have learnt, that while defining their USPs, customer perception must be taken into account. Location, comfort and value have largely been identified as the key differentiators that provide the competitive edge for a hotel. How a hotel uniquely delivers on these aspects to make guests’ lives better is what counts. Hyatt Hotels is a brand whose mission is to provide authentic hospitality by making a difference in the lives of the people it touches daily. Located in prime destinations and business districts, Hyatt Hotels exude a cosy ambience, an insight into the local flair, personalised service and modern comfort in the rooms and inner spaces.
The India Connect Hyatt’s journey in India began in 1983 with the opening of Hyatt Regency Delhi, one of the first international hospitality chains to establish operations in India. The brand represents a perfect integration of international hospitality standards with the best of ethnic culture. Today, Hyatt offers over 7000 rooms spread across 19 destinations, including 30 hotels and eight premier brands, namely, Andaz, Alila, Park Hyatt, Grand Hyatt, Hyatt Regency, Hyatt Centric, Hyatt and Hyatt Place, in India. Hyatt’s Two Roads Hospitality acquisition makes Alila a part of Hyatt globally. Focussing on innovation as its growth strategy, Hyatt boasts a multi-brand presence across cities like Delhi, Gurugram, Mumbai, Chennai, Hyderabad, Ahmedabad, Pune and Goa, which are its prime growth drivers, as are markets like Bengaluru and Kochi.
Expansion Plans Forever mindful of the end user and honing in on its qualitative rather than its quantitative attributes, Hyatt is mindful of its expansion into new markets. Since 2005, it has added over 25 new hotels to its portfolio, staying true to its strategy and commitment to its brands and guests. The Two Roads Hospitality’ global acquisition is a feather in Hyatt’s cap, having added two stunning Alila properties in Goa and Jaipur to its India portfolio. Another key focus is the expansion of the Hyatt Centric brand, with the launch of the second Hyatt Centric-branded hotel in the country in Goa, with Hyatt Centric Candolim Goa. Another cornerstone achievement is Hyatt’s expansion across Tier II cities, comprising Hyatt Regency Dharamshala Resort (89 keys), Hyatt Regency Kochi Malayattoor (100 keys) and Hyatt Regency Jaipur Mansarovar (250 keys). On the anvil are additions of almost 1000 more keys to the existing bouquet of hotels in 2019. Opines Sunjae Sharma, Vice President India Operations, Hyatt Hotels Corporation, “We believe that destinations and hotels have a symbiotic relationship. For us, growth and development are as much about developing talent and creating job opportunities, as they are about expanding our presence in the market and foraying into new destinations where our guests are travelling. We understand that millennials prioritise rich experiences and exploration of the unknown and we are focussing on these aspects more than ever.”
World of Hyatt Loyalty Hyatt’s loyalty programme, World of Hyatt, is a strategic initiative and creates the “sticky factor” that ensures the brand’s relevance with its guests. Hyatt’s core purpose being to care for people so they can be their best, the ‘World of Hyatt’ programme offers three elite tiers. The first tier, named Discoverist, Explorist and Globalist, involves incentivising and rewarding members sooner as well as advancing earlier, thus reflecting the aspirations of its members as they travel and expand their world. Personalised care and access to distinct benefits may be accrued through diverse offerings, including Guest of Honor, among others. Hyatt launched FIND, which offers experiences centered around food, drink, fitness, relaxation and exploration. Eligible World of Hyatt members can choose from over 100 experiences focussed on re-energising and self-care.
Hyatt Dining Club Committed to offering indelible guest experiences, Hyatt launched Hyatt Dining Club, a simple and smart lifestyle rewards programme that fosters guests’ needs. Just one annual fee provides benefits and discounts at all Hyatt hotels across India.
Conducive Work Environment Hyatt’s mission to care for its guests extends to its dedicated staff, who are provided with an excellent work-life balance, including a 5-day work week, flexible work rosters and a Global Family Assistance Policy, which includes paternity leave. This has significantly impacted satisfaction levels at work and has emerged as a key factor in retaining the right talent.
Gender Inclusivity and Diversity The Women@Hyatt programme, launched in 2012, works towards successful career planning and female leadership progression at Hyatt. Comprising a network of women and men who create initiatives and events that focus on enhancing the workplace in ways that position Hyatt to be the preferred workplace for women, it has more than 30 chapters around the world. A Global Inclusion and Diversity Council (GIDC) fosters a safe workplace that is inclusive and supportive, promoting equality and ethical responsibility towards everyone within Hyatt’s ambit. The India Chapter of the GIDC is committed to support Hyatt’s global goals, and, in addition, focus on two Diverse Business Resource Groups (DBRGs): Women@Hyatt and the LGBTI community.
Environment Friendly
In 2014, Hyatt launched its 2020 Vision to tackle significant global environmental issues, such as reducing energy, water consumption and greenhouse gas (GHG) emissions at its hotels, recycling and waste reduction, supply chain sustainability, and building efficiency – challenges that required collaboration with the Hospitality Industry, other businesses, stakeholders and thought leaders. Hyatt is part of the International Tourism Partnership (ITP) working groups on climate change and water stewardship, which help evolve sustainability across the Tourism Industry.