Originally Posted by
777 global mile hound
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Its painful to watch and worse experience a program and hotel company that gets it right globally most of the time
Its so petty. Having attended Cornell University Hotel school some years ago the dated business strategy(make that failed IMHO)
strangely reminds me of something you would see internationally outside North America 20 or more years ago.
Back in the day we would do marketing workshops and some of the young revenue /front office managers that worked in hotels overseas would say no discounts
ever not a penny off ever.Rack rate only!! No discounts ever not even for loyal customers.
I would speak up out in front of my professors chanting heads in beds first everything else second.
An empty room or suite is a lost opportunity and worse a lost brand experience that can transcend into repeat business and longtime loyalty
Their odd thought process was even if you sell no rooms or suites or refuse to upgrade its better than customers thinking they could get a
discount ever or come to expect an upgrade because they were steady customers and loyal at the property
Want it pay for it or go !
How did these Hyatt apples fall so far from the Gold Passport tree?
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It's amazing that Hyatt has done so well with many of its high-end properties internationally, but they can't seem to get things right at very important domestic flagship properties like PH NY and PH Chicago, the latter of which is right under the nose of corporate HQ in Chicago.
"Rate integrity" (not discounting) only works if properties consistently offer added value in the form of excellent service. Upgrades are also an important part of delivering guest satisfaction. Clearly this hotel will have to start delivering a lot more if it wants to be regarded as a property of choice.