Service is very dear to me and I confess I saw telephony as more of a problem area than an opportunity . After all I had always thought telephony was a dead area for guests. DTC really surprised me by focusing on a guest friendly, not revenue, approach which delivered guest service improvement (less complaints/rebates) whilst delivering a small financial return. Clear simplified pricing helped not just guests but staff, who became more confident in answering guest questions. It just goes to show we should all strive to make all services the best they can be, even if they appear at first glance peripheral, if some guests want to use, and still value them.

In a business where service is of paramount importance, it was frustrating to me that we could not see how well we were doing in answering guest calls. When DTC was engaged they quickly established call answering performance to our 8 key service teams including  Room Service, Spa, Restaurants, etc. Immediately we were able to see the times of day each team was struggling to answer all of the calls. By proactively rescheduling our team members to target these identified weak points we were able to improve call answering by over 20% in some areas. Ongoing monitoring ensures the teams continue to deliver the service excellence behind Grand Hyatt’s objective of “Service that will leave you wanting for nothing.”

Radisson Blu Hotel, Dubai Deira Creek one of the first hotels in Dubai with history, heritage, culture and many loyal guests. We pride ourselves on delighting guests and providing extraordinary service, but found we were falling a bit short in telephony. Using the 2021 CYM service we have simplified telephone call rates and made these transparent to the guests, reducing complaints/rebates. We have also benefitted from call answering performance helping the team to deliver service excellence in call handling. We achieved all of this guest experience enhancement whilst at the same time improving our financial return, plus tighter cost management, which simply makes good business sense.

I am very pleased that the Data Track solution has delivered a 32% improvement in our telephony revenue whilst at the same time improving the guest experience. Whilst telephony revenue is relatively small, any improvement is welcome in a challenging market.

We adopted DTC’s 2021 CYM solution in 2008 and have overtime implemented this is all 7 of our Brussels based hotels. Managing IT across the Brussels group of hotels can be challenging and means reliability is crucial to my hotels service success. In the 8 years we have worked together there has not been a single systems outage and the reliability is superb. Also whenever I do need something the DTC Helpdesk team are always happy to help.