Lua Helps Hyatt Regency Chicago Improve Operational Efficiency and Slash Response Times

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Hyatt Regency Chicago has deployed the Lua secure communications platform and is using its secure messaging platform to improve efficiency and reduce costs.

Hyatt Regency Chicago is the largest hotel in the Hyatt chain and the largest in Chicago. The hotel is split across two towers, rises to 365 feet, has 240,000 square feet of space, 2,019 guest rooms, and a 70,000 square foot exhibition hall. Communicating with the many staff serving such a hotel can be a monumental challenge.

The solution was provided by Lua. Its mobile-first communications platform allows hotel employees to communicate quickly and efficiently no matter where they are in the hotel. The platform includes a secure text messaging service with 100% message accountability, allowing all members of the team to stay in touch. The platform supports video calls, voice calls, and file and image sharing in real time.

“Lua’s real-time communication is pivotal in the success of our operation,” said Eduard Torres, Senior IT Director at Hyatt Regency Chicago. “After our Lua install, our accountability and efficiency went up. The division was able to communicate with each other seamlessly in a high volume and group format which better allowed us to serve our colleagues, guests and their needs.”

The instant messaging feature has significantly improved response times and the instant group calling function has saved hours obtaining answers.

“Strengthening the relationship between the Front Office and the Housekeeping Department has been our biggest success story as they are able to communicate on the spot regarding their needs of bed types, arrival times or last minute changes that affect numerous individuals,” said Justin Vining, Assistant Director of Rooms at Hyatt. “Lua has been critical in streamlining our communication efforts.”

Internal communication has been significantly improved, so has communication between its conference service departments and their core external hospitality teams. Lua has helped Hyatt seamlessly integrate the guest experience with events.

Author: Steve Alder has many years of experience as a journalist, and comes from a background in market research. He is a specialist on legal and regulatory affairs, and has several years of experience writing about HIPAA. Steve holds a B.Sc. from the University of Liverpool.

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