Hyatt Corporation
Empowering Employee Collaboration and Communication—Across Multiple Languages and Cultures
- Industries: Hotels, Travel, Leisure and Hospitality
- Technologies: Vignette Portal, Vignette Content Management, Vignette Collaboration, Vignette Media
Hyatt is one of the world’s premier hotel companies and is headquartered in Chicago, Illinois. Hyatt hotels, whether owned, operated, managed or franchised by its subsidiaries, provide hospitality to guests throughout 44 countries. With a commitment to personalized service, cultural relevance and the environment, Hyatt is focused on providing authentic hospitality to its guests. Hyatt operates or manages more than 370 hotels and resorts throughout the world.
Winner of a 2009 Interactive Media Award
The Challenge
To keep a global hotel company like Hyatt delivering the type of customer service that it is known for requires the dedication of many employees. This is particularly challenging considering that the company’s workforce spans continents, time zones, cultures and languages. Although the corporation had an existing intranet to tie all of their properties together, it was overtaxed and lacked modern capabilities such as search, personalization and efficient content sharing. The intranet was not easy to use and had little buy-in from possible contributors.
The Goal
A new intranet was needed that not only allowed the sub-organizations and individual properties to create localized content, but also would improve the sharing of information and collaboration while producing tighter corporate controls on branding. Such a system would have to accommodate multiple languages as well as cultural and operational differences on a large scale. It also needed to be appealingly easy to use in order to ensure acceptance.
The Solution
Working with Vignette, Hyatt designed an intranet solution to move the company from multiple information silos to a more connected and seamless community. Called hyattconnect, it’s composed of four parts of the Vignette Web Experience Platform. Vignette Portal gives Hyatt employees an easy-to-use content management interface where they can find up-to-date information on policies, procedures, best practices and facility plans from any computer with a Web browser. With Vignette Collaboration, Hyatt staff can work together on projects and tasks, reducing redundant labor and shortening project timelines. The Web Content Management and Media Services components ensure efficient distribution of all content and media types across multiple devices, as well as improved search capabilities.
The Results
Hyatt has created a comprehensive corporate intranet that acts as a single gateway to information and is fueled by social collaboration in the field. The system now allows Hyatt employees to quickly and easily collaborate on projects and tasks and also share ideas.
Full Story
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Case Study: Hyatt Corporation |