Case Study: Hyatt Regency Minneapolis achieves faster check-ins and 100% guest request response with Medallia Concierge

Hyatt - Customer Case Study

Hyatt (Hyatt Regency Minneapolis) sought to speed up check-in and improve guest experience by eliminating printed room queues, reducing time spent on the phone, and making stays more enjoyable. To address this, Hyatt implemented Medallia Concierge’s real‑time two‑way messaging platform integrated with their HotSOS management system.

Medallia Concierge’s integration enabled web‑based, automatic room queues and shifted staff communication off the phones, producing measurable gains: check‑in times improved by 2 minutes, staff responded to 100% of guest requests, and frontline teams had more time to serve guests. Medallia Concierge delivered a faster, more convenient, and more trackable guest communication process for Hyatt.

Hyatt

Barbara Thomas

Front Desk