I’ve grown rather fond of My Hyatt Concierge, but now that mine is leaving, I am beside myself.
My Hyatt Concierge
Hyatt announced a new benefit when it rolled out its revamped loyalty system. Globalist status (Hyatt’s top tier status after either 60 nights or 100,000 base points earned annually) would include the following benefits:
- Guest of Honor (Globalist benefits bestowed on guests the member books with their points)
- A free night at 40 nights and 60 nights stayed
- (4) Suite upgrade awards
- 30% Bonus points on stays
- Elite Status night accrual even on award nights; and
- My Hyatt Concierge
It was the last benefit that seemed most intriguing to me at the time of the announcement and one of the services that had the potential to deliver the most exceptional value to my Hyatt travel experiences.
There was a little apprehension with the My Hyatt Concierge product initially. However, with time and getting to know each other, I consider My Hyatt Concierge a key component in my travels. It’s not necessarily down to the product, I know I had an exceptional one who I will only call “Q” while others described a less personalized service. She would communicate with hotels in advance of our arrival and have arrangements made for our daughter without ever requesting it.
Q was amazing.
Admittedly, our first few interactions were not as stellar as our last. There was a “seasoning” to our relationship that was required. It required me to be clear about what makes a stay optimal and revealing some of my family, my business, and myself so that she could tailor her service. Once we passed those hurdles, she was able to exceed our expectations. She is a model for how Hyatt should conduct the program for future Concierges and is one of the reasons why I would be less likely to leave the brand in the future.
I took a call this week from Q and she indicated that she was moving to another role within the company. My wife was devastated as I mouthed the words while on the phone.
Congratulations! What’s Next?
The good news for Q is that she is being promoted to a role within the luxury end of the brand. She’s being recognized for the tremendous value she delivered to me and other Globalists I know that also had her as their Concierge. She called me directly to tell me the news and that she would hand select her replacement for my account. In the world of miles and points, that level of care and service is rarified air.
As she told me about her new role, my mind wandered selfishly to what would become of our future Hyatt experiences. While most of my questions were answered, a few remained regarding my handover with the new rep and what she would be doing in her new role. I felt like we’d known each other personally enough that I feel comfortable cheering her on while also remaining concerned for our ongoing experience at the chain.
More than anything else, it felt like losing a friend. My wife and I, in a year where we desperately need a return to travel normalcy, had a sweeping feeling of mild depression.
A High Bar
Q had set an incredibly high bar for service. Park Hyatt’s motto is “Luxury is personal” and that’s really the experience we had with her. When some Globalists became eligible for American Airlines Executive Platinum status, Q put my name on a list to be considered and I was ultimately awarded the status.
Knowing that my daughter loves Xialongbao soup dumplings helped us to create these very personalized moments like when the Park Hyatt Beijing had them waiting for us in our room following a long flight.
She thought about our concerns before we had them. In retrospect, she’s the reason why we became Disney World Annual Passholders and as we look back on the memories we created with our daughter at Disney World, it will be impossible to forget the indelible impression she made.
My mind moved to concern that anyone will be able to achieve her level of service. It’s possible, certainly, but I’ll reserve my adulation or criticism for results. My next Hyatt Concierge has some incredibly large shoes to fill.
Gary Leff posted an interview with (then) Hyatt Loyalty president Jeff Zidell in which he remarked that not every concierge experience they tested before launching was a “home run.” Other readers have commented over the course of the last couple of years that their Hyatt experiences that their concierges hadn’t delivered the same level of service I was fortunate to receive. Others that also had Q as their My Hyatt Concierge echoed my experience. There’s no question that Q was exceptional at her job and deserving of a promotion, but as we sit here considering our future interactions with the brand, it’s hard to be hopeful that the next concierge will deliver the same quality experience. Q, you will be missed.
What do you think? Have you had good interactions with a brand advocate like Q at My Hyatt Concierge? Would you be confident that a comparable replacement could be made?
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