Hyatt Hotels Corporation

HYATT HOTELS CORPORATION

Hyatt manages luxury hotels and resorts around the globe, and both customers and employees needed a lot from their communications system.

Hyatt Hotels Corporation has worked with Mitel for 25 years, so when they needed to upgrade to a modern communications solution that could provide the round-the-clock exceptional customer experience they built their reputation on, they turned to Mitel.

"Mitel has been a great partner and focused on growing mobility and ensuring the solutions that are being deployed are solvent," said Jeff Bzdawka, Senior Vice President of Global Hotel Operations.

goals

Improve easy of use and mobility
Reduce communications costs
Ensure consistent, excellent customer experience

results

Increased integration boosted productivity and reduced amount of management needed
Improved cost efficiency and Total Cost of Ownership
More reliable system enhanced customer experience

The hospitality business is always on. We're a 24 by 7 by 365 day business. It's important that we work with providers who really understand the hospitality business.

I'm Jeff Bzdawka, Senior Vice President of Global Hotel Operations for Hyatt Hotels and Resorts. Hyatt is a global hotel and hospitality organization. My team serves as the bridge between the operations team and our internal technology team, and our vendor partner community.

In looking for ways to improve upon our guest and colleague experiences, technology can and should be a competitive differentiator. Not the lead, because we are in the hospitality business, we are in the caring business. But technology needs to be an enabler, and support that digital experience for our colleagues, our
guests, as well as our owners. When looking for a communication system or a solution, there are three primary factors we're focused on. First, ease of use. The second component is more mobility. And the third component really has to do with cost efficiency solution itself.

Many of our colleagues transfer from property to property. Many of our guests stay at multiple properties. And having a similar experience is important to us. So 70% of our hotels in North America are utilizing a Mitel solution, which provides for consistency in the experience, as well as it reduces cost from a support and maintenance standpoint.

Having a solution in place that provides reliable contact and access to those other touch points in an integrated solution is important to the experience. Hyatt and Mitel have a very strong working relationship. We have been working together for nearly 25 years. Mitel has been a great partner, focused on growing mobility and ensuring that the solutions that are being deployed are solid. It goes beyond the product itself. It's about the ability to deploy and ability to support. And the relationship goes far beyond the purchase of the hardware. It's important for us to ensure that our providers have a global vision-- that they understand the hospitality business. And we believe that Mitel does understand the hospitality business. And one of the reasons why we have selected Mitel is because of that market presence, and the understanding of the hospitality industry.

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