Case Study: Manchester Grand Hyatt achieves faster, more reliable internal staff communication with Medallia Concierge

Manchester Grand Hyatt Improves Internal Staff Communication with Text Messaging

Manchester Grand Hyatt turned to Medallia Concierge’s text‑messaging service to expand an existing guest SMS program into an internal communications channel. The hotel’s goal was to create an instant, reliable way to push time‑sensitive information to colleagues, partners and vendors across its 24‑hour property.

Using Medallia Concierge, the team set up a dedicated internal texting number, enrolled colleagues during onboarding, and scheduled messages for parking updates, benefits deadlines, event notices and emergency alerts. The result was clearer, faster staff communication: colleagues stayed informed on property activity and company events whether on‑site or off‑site, improving engagement and operational responsiveness.

Manchester Grand Hyatt

Jenni Salisbury

Colleague Experience Director