GRAND HYATT HOTEL
hotels and restaurants as well as for Hilton Hotels and then joining Hyatt Hotels just over 20 years ago , Franzen has seen first-hand this change towards additional services and how the Hyatt Group can stand tall against other hotel operators .
“ Anyone can open a hotel with the same marble , same furniture and the same look and feel ,” he says . “ But for me , the difference has always been in the personalised service that we extend to guests .”
“ Every hotel can offer a clean room , quick internet and a good breakfast . So , it ’ s about what you do after that , that makes a difference .”
In the quest to go above and beyond expectation and provide the ultimate experience for guests , so that they ultimately continue to use the Hyatt Group as the preferred hotel group of choice , the customer has and will always be the key component in defining the direction of the company .
Franzen notes that , as the industry has changed , it has created a different kind of guest than the one of five years ago .
“ People travel much more these days and in turn their expectations are completely different ,” he says . “ And the biggest game changers behind this are technology and not wanting to break routine .”
Franzen believes that as technology has transformed the demands and expectations of the guest , Hyatt Hotels has had to change its room design to fit around this new level of expectation .
“ When people travel , each traveller has at least three things he or she has to plug in . Hotel room designs have to consider this . It may be an obvious example , but it ’ s an example none the less as to how the room design must change as guests change , in order to provide the service that they expect and demand .”
As Franzen noted , travellers are also heavily influenced by routine and not wanting to break that routine .
From technology habits to healthy eating , hotel providers must be in tune with what makes up the modern guest ’ s routine .
Hyatt Hotels offer state of the art fitness and recreation centres as well
16 June 2018