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Case Studies : Hyatt


  • In 2001, Hyatt International established a combined reservations and shared services centre in Australia.
  • This was the second such centre of its type to be established by Hyatt worldwide.
  • It was established to provide support for the 9 hotels in Australia and New Zealand.

Strategic Positioning

  • Implementation of Remote call forwarding by progressive US domestic hotels in the 90’s. Companies recognising the competitive edge shared service centres offered. Many considered the concept, Hyatt as an industry leader saw the opportunity and strategic potential in developing the hybrid centre.
  • The vision of Hyatt senior management ~ to set up these hybrid centres in locations with a critical mass of hotels and to focus in undertaking the ‘back office’ processes and providing customers with a specialised service (bookings, hotel packages etc). Freeing up the hotel staff to focus on heightening the ‘guest experience.’
  • The Melbourne Centre was set up as a showcase centre, utilising electronic and digital capabilities, technologies and demonstrating its capacity to provide a specialised and unparalleled level of service to its customers.
  • It was set up as part of a new network of four centres providing follow the sun coverage for Hyatt operations globally.

Critical Factors In Choosing A Location

  • The existence of two premium Hyatt hotels (Park and Grand Hyatt). Particularly the prominence of Melbourne in providing one third of the Aust/NZ region’s rooms.
  • Suitable location in which to meet to the business objectives/KPI’s
  • Reservation service levels improved.
  • Availability of a high quality, (multilingual) workforce.
  • Availability of suitable sites supported by an infrastructure and transportation network.
  • Existence of high level telecommunications able to accommodate Hyatt’s technology and communication requirements.
  • Strong Government support, Practical Assistance – Introductions to key companies (ie Schiavello & Hallis), site selections, demographic data, Financial Assistance and Value adds (ie schooling & residential info).

Today's Tip of the Day - Lifetime Of A Number

Read today's tip or listen to it on podcast.

Published: Monday, July 7, 2008

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