Hotel Launches Twitter-Powered Customer Service

Digital Journal, May 20, 2009.

So, who’s the latest to join Twitter?

As a guest blogger on USA TODAY, Hyatt CEO Mark Hoplamazian, announced this week, that the hotel chain has launched HyattConcierge—a 24/7 Twitter-powered concierge service.

So far, the hospitality industry has been using the micro-blogging site primarily as a marketing tool; as a vehicle to promote hotels, in-house restaurants, vacation deals, etc. But Hyatt execs decided to walk down another avenue.

Hoplamazian wrote:

 HyattConcierge is not a promotional one-way stream of communication … At Hyatt, we’ve chosen to employ Twitter in a guest-centered way. Through HyattConcierge, our skilled guest service professionals will be able to respond to guests’ questions, needs and concerns, any time, any place, and by any digital means on Twitter—before, during, and after their hotel stays.

John Wallis, Hyatt’s global head of marketing and brand strategy, told the newspaper that the new venture required Hyatt to hire Twitter trainers, who could train telephone-oriented customer service reps on how to respond to customer queries in 140 characters or less—the communication style mandated by Twitter.

At this writing, the channel had 1,183 followers.