Riverfront Hotel Cuts Costs 25% with Smarter Communication

Hyatt Regency Jacksonville Riverfront, located in the heart of sunny Jacksonville, Florida, offers a premier stay with stunning panoramic views of the St. Johns River. Guests can enjoy a variety of onsite dining options, a full-service Starbucks, and a rooftop pool, all just steps away from the vibrant downtown scene. With 951 guest rooms and suites, top-notch furnishings and elevated amenities, the riverfront hotel is committed to delivering exceptional service and a memorable stay.

With over two decades of experience managing Hyatt properties, General Manager Jeff Thompson understands that seamless operations and effective communication are essential to delivering a high-quality guest experience. After successfully implementing Relay at Hyatt Regency Clearwater Beach Resort & Spa—where it significantly improved team coordination—he saw an opportunity to bring the same benefits to Jacksonville.

Multiple Communication Devices Led to Inefficiencies and Gaps

Before adopting Relay, Hyatt Regency Jacksonville relied on a combination of radios and cell phones for team communication. While this system had been the standard for some time, it came with several challenges. Radios were bulky and inconvenient, leading to inconsistent usage and frequent breakdowns. High maintenance costs and recurring equipment failures further disrupted operations. Additionally, juggling both cell phones and radios caused fragmented communication, making it difficult for teams to stay connected and respond efficiently.

With teams spread across multiple departments, these inefficiencies slowed response times and impacted guest service. To ensure seamless operations and elevate service standards, the hotel needed a reliable, cost-effective solution to unify communication and streamline workflows across the entire property.

A Unified Communication System Transforms Team Coordination

Thompson had previously introduced Relay at Hyatt Regency Clearwater Beach Resort & Spa, where it transformed team coordination and efficiency. Building on that success, he implemented Relay property-wide at Hyatt Regency Jacksonville, equipping teams across Engineering, Events, Food & Beverage, Guest Services, Housekeeping, IT, Purchasing, and Security with a unified communication system.

With Relay in place, staff could communicate seamlessly through Relay’s intuitive dashboard that enabled easy channel creation, location tracking, and emergency response. Customizable channels cut down on unnecessary chatter, ensuring messages reached the right people instantly. The system’s two-shift battery life kept teams connected throughout their workday without interruptions.

The cloud-based system also eliminated the need for costly on-site infrastructure, making deployment quick and hassle-free. By centralizing communication and enhancing team coordination, Relay became an essential tool in improving efficiency and guest service at the property.

Seamless Implementation Drives Efficiency, Cost Savings, and Improved Communication

The transition to Relay was seamless, with staff finding the onboarding and training process to be straightforward. The cloud-based platform was deployed without disrupting daily operations, leading to immediate improvements in communication and efficiency.

Staff now send 1,000 messages per day, ensuring faster response times and better coordination across departments. Compliance has increased as employees found Relay more user-friendly than traditional radios. Emergency response times improved, enhancing safety and operational agility. Additionally, the property reduced two-way communication costs by 25%, making Relay both an effective and cost-saving solution.

“Relay has transformed our communication. The ease of use, customizable channels, and reliable battery life are game-changers. The dashboard is incredibly powerful, and the Relay team’s support is unmatched. The onboarding and training were seamless, and the deployment was efficient due to the lack of required infrastructure. We send over 1,000 messages a day and appreciate the ability to reduce unnecessary chatter.” 

– Jeff Thompson, General Manager, Hyatt Regency Jacksonville Riverfront

Conclusion

By implementing Relay, Hyatt Regency Jacksonville has transformed its internal communication, enabling teams to work more efficiently while upholding the hotel’s commitment to outstanding guest service. The success of Relay across multiple Hyatt properties reinforces its ability to drive operational excellence, keeping staff connected and responsive in an industry where seamless coordination is key.