GRAND HYATT HOTEL
Grand Club
as a much more defined healthier food selection , which Franzen believes ties into the wider service offering that the hotel can provide .
“ It ’ s about looking at your offering and understanding what it is to be innovative ,” he says . “ Innovation doesn ’ t just have to be technology oriented , it extends into what you offer to your guest as a whole .”
In order to provide a unique guest experience like no other company can provide , Franzen is all too aware of the importance of listening to guests and understanding what it is they look for in a hotel service .
To this end , Franzen recognises that as a company such as Hyatt achieves success , it is easy to fall into a trap of believing that you should not fix what isn ’ t broken .
“ In this industry there is a habit of thinking that we know better than anyone else , including guests ,” says
18 June 2018