Company
Hyatt
Role
UX Design Manager
Year
2025
Legacy tool meets an AI recommendation model
Hyatt’s front desk colleagues play a crucial role in shaping the guest experience, but offering upgrades wasn’t always simple.
Colleagues needed clearer guidance on when to offer an upgrade, why it was beneficial, and how it supported both the guest experience and the hotel’s financial goals. Hotel owners, meanwhile, needed more control and reassurance that upgrade decisions aligned with availability and revenue targets.
Project Process
We tested multiple iterations of the flow to ensure colleagues understood why an upgrade was being recommended, how it supported business goals, and how to undo or adjust the recommendation if needed. This clarity increased trust in the system and reduced the hesitation typically associated with upsell prompts.
Project Themes
Within the Colleague Advantage web app, we designed and integrated smart upgrade recommendations powered by real-time room availability and the hotel’s current financial health. These recommendations gave colleagues the flexibility to personalize the guest experience while ensuring owners felt confident in the operational and financial rationale behind each suggestion.
Project Impact
The final experience empowered front desk colleagues to offer upgrades with confidence—resulting in a smoother interaction with guests and more consistent revenue opportunities for owners. By grounding each recommendation in transparent data and providing intuitive controls, we balanced guest personalization with operational control, strengthening the relationship between colleagues, owners, and the broader Hyatt brand.