1. In 2009, Hyatt launched the first-ever 24/7 hotel concierge service on
Twitter, @HyattConcierge. As @HyattConcierge got more popular, Hyatt
sought a tool that would enable its colleagues to use social channels
to build meaningful connections with guests. This year, the global
team behind @HyattConcierge has responded to more than 50,000
conversations, with an average response time of 10 minutes or less.
As a result, Hyatt recently received Travel + Leisure’s Social Media in
Travel + Tourism (SMITTY) Award for Best Customer Service on social.
Hyatt's Social Concierge Service
Boosts Response Volume by 241%
Case Study
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2. Case Study
Objectives:
• Be the most social hotel brand in the hospitality industry
• Create a human, personable voice on all conversations
• Quickly identify, track, and respond to all brand-relevant
social media conversations
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Strategy:
Hyatt used Spredfast’s Conversations Social Inbox and Analytics Platform to
identify travelers talking about a Hyatt brand, and allow the team behind @
HyattConcierge to manage and quickly deliver responses. Hyatt then set up
a Social Control Room manned by colleagues at Hyatt’s contact centers in
Omaha, Nebraska, Mainz, Germany, and Melbourne, Australia to moderate
content that comes into the inbox around the clock. The Control Room
tags conversations as open or closed, sets priorities, reads the customer
sentiment, and routes it to the right responder across Twitter and Facebook
for 9 different Hyatt brands.

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Want to Learn More?
Visit us at spredfast.com or email us at info@spredfast.com
Overall Social Marketing Results:
"We view our customers’ social media experience as an
important part of the Hyatt experience. The Spredfast
platform gives us the tools that we need to deliver a
responsive, personalized experience for every one of
our guests. Their tools are crucial as we create a social
presence with the same quality that we deliver onsite at
our properties."
Dan Moriarty
Director of Digital Strategy at Hyatt Hotels Corporation
From October to June, Hyatt was able
to decrease the initial response time of
inbound social items by 49%.
49%
D E C R E A S E
Case Study
241%
I N C R E A S E
From October to June, Hyatt was able to
increase the total volume of all inbound
social items answered by 241%.
180%
I N C R E A S E
From October to June, Hyatt saw an
increase in organizational efficiency,
as the number of items answered by
individual representatives increased by
180%.