Case Study: Hyatt Centric Chicago Builds Above-the-Funnel Relationships with Knowland

Hyatt Centric Chicago boosts lead volume from 6-8 to 60-100 per week with Knowland

Hyatt Centric Chicago, a luxury hotel, faced a severe challenge when its inbound lead volume dropped by 90% during the pandemic downturn. With only 6-8 leads per week compared to a historic 60-100, the sales team needed to pivot from reactive RFP handling to proactive prospecting. The hotel partnered with the vendor Knowland and its management company, Davidson Hotels & Resorts, to develop a new strategy using Knowland's data and tools.

Knowland implemented a multifaceted sales program that provided prospecting training, meeting and event data, and reporting. The hotel's team used Knowland's "SmartSearch" to identify and analyze target accounts, enabling a soft-sell approach to build "above-the-funnel" relationships. This strategy successfully converted a previously overlooked account into a new group client for both rooms and meeting space, securing future bookings and establishing a process for long-term profitability.

Hyatt Centric Chicago