The Hyatt Regency Waikiki Beach Resorts and Spa has hired James Kaikis to cater to their Diamond members, or those who stay at a Hyatt hotel at least 25 nights a year. As the largest of Hyatt's 15 resorts in the United States, the Waikiki property realizes that over 20 percent of their guests are repeat visitors, and creating a VIP manager position for Kaikis would help to assure their most loyal customers are treated properly. Kaikis stated, "On property I meet with about a dozen people a day. Unlike a concierge, who typically works shifts as a front-line employee, I'm a manager, so I'm really their private go-to person. I have the coolest job in the world. It's such a great feeling to be empowered to make people happy."
Room Director for the Hyatt Regency Waikiki Beach Resort and Spa, Mark Fenton, commented, "We are really trying to give guests a great customer experience so that they will come back and in turn promote their experience. Creating customer loyalty through the program that has been our success, that's what we are using as our measurement. If the person comes back, that's a huge return on investment."
Source: Honolulu Star Advertiser, 8-14-2013, www.staradvertiser.com
Posted by Jeff Uyemura-Reyes, Broker-in-Charge, REALTOR®
Global Executive Realty, LLC
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