I figured since I have been highlighting and introducing everyone else in our Meet the Team Monday feature, it might be about time to introduce myself. I am Liz Jaquez, and I am the voice behind the Hyatt Regency McCormick Place’s blog and social profiles.
I would argue that there are very few who know the Hyatt Regency McCormick Place as well as myself, calling it home for the last 7+ years. I began my career with Hyatt in June 2006 as a Catering, Sales, and Convention Services Assistant. From there, I was quickly promoted to Executive Assistance to the General Manager in February 2007. In this position, I was exposed to all of the departments of the hotel, helped with the renovation of 3 restaurants and a soft renovation of our guest rooms, established and coordinated our records storage policies and procedures, and gained valuable experience in fielding customer service calls and inquiries which directly prepared me for my next venture.
In March 2008, I was promoted to Guest Experience Manager. This was a new position for the hotel at the time, created to improve the guest experience, enhance the satisfaction of our VIPs, and provide quality assurance. It was during this time that I saw the emerging power and value of social media and quickly established and developed the hotel’s social media profiles. I also began responding to guest’s reviews on TripAdvisor through a private account I had set up under the hotel’s name, as this was before TripAdvisor even allowed management responses! In my time as Guest Experience Manager, I also covered many shifts as the Front Office Manager and even served as the department head for 5 months. During this time I also completed my Master’s Degree in Integrated Marketing Communications from Eastern Michigan University through their online degree program.
I was promoted to Reservations/PBX Manager in October 2010 where I oversaw the group sales reservations process and ensured our hotel operators were providing guests with great customer service. During this time, I continued to develop and grow our social media community creating the hotel’s blog and establishing Pinterest and Instagram accounts for the hotel as these social mediums grew in popularity. I also continued to respond the online reviews, however, this time as public, management responses instead of private messages.
With more and more of my attention focused on social media and the addition of 460 new guest rooms, our online community grew quickly leading to the addition of my current position as the Social Media Marketing Manager for the Hyatt Regency McCormick Place. If you’ve communicated with us on any of our social channels or read any of our blog posts, you can now put a face and story to the voice with whom you’ve interacted.
I enjoy being able to communicate great deals, offers, and special events to our guests, but my favorite part is the surprised reaction I receive when guests realize that someone IS listening. I love being able to take my customer service experience from the front of the house, to the “online front of the house”, answering questions, giving directions and resolving guest’s issues. One of my favorite moments has been delivering towels to a guest’s room via Twitter!
In my spare time, I enjoy running races (I’ve completed 5 full marathons and countless halfs) and spending time with my friends and family, especially my 20 month old daughter.
I look forward to continuing to grow our online voice and community. Please follow us on our social channels and let’s chat! I am happy to help with any and all questions, concerns, or feedback you may have for us!
Please also connect with me on Linked In
You’re more than welcome at the Hyatt Regency McCormick Place, 2233 South Dr. Martin Luther King Jr. Drive, Chicago, Illinois 60616; +1 312 567 1234