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Hyatt Andaz London: the soundtrack of a strong brand concept

Think beyond dulcet jazz for that lobby. The Hyatt Andaz are using music to bring out the personality of their venues
 
 

Set in the vibrant heart of East London, The Andaz London Liverpool Street is a 5 star luxury Hyatt hotel that brings business and leisure together under one grand Victorian roof.

The Andaz came on board with Ambie after a poor experience with a previous hotel music supplier. So, naturally, we were eager to learn how we compared!

We caught up with different members of the team to learn how they were using Ambie to differentiate their guest experience. 

THE PROBLEM:

#1 CURATION: Missing the right notes

“The main challenge we found with our previous music supplier was the inconsistent music updates and representation of outlet concept,” explains Amanda, Food & Beverage Director at the Andaz London.

“We have to make sure the concept is well presented through every touch point of the hotel. And music plays a huge role. We needed different music profiles to enhance the guest experience within each space.”

“We have to make sure the concept is well presented through every touch point of the hotel. And music plays a huge role.”

#2 TECHNOLOGY: Help or hinder?

In the fast-paced world of hospitality, responsiveness is a must.

“You can never tell who’s going to walk through the door,” says Sam, the General Manager of the Andaz 1901 Wine Lounge and Eastway Brasserie. “When something changes you need a backup playlist or something to match the energy of the room. But our service before was more complicated and impossible to change. So playlists stayed as they were and there was no interaction from staff”.

Music in Andaz wine lounge

1901 Wine Lounge at the Andaz London Liverpool Street

 

#3 SERVICE: Anyone home…?

With customer service at the heart of their business, the Andaz expected a level of service in return.

“Inconsistent service was another challenge,” says Amanda. “We really need to have someone available at all times. Sometimes a change of music is urgent. We cannot wait a few days to reach somebody.”

“Sometimes a change of music is urgent. We cannot wait a few days to reach somebody.”

#4 GUEST EXPERIENCE: Let’s get outta here

Music problems don’t just frustrate staff – they erode the guest experience too. Research shows that poor background music makes customers less likely to stay, spend, and return to a business.

Just ask Nils, General Manager of Rakes Cafe Bar, who said: “A good vibe, good atmosphere is hugely important for a successful bar. And hugely important for ensuring guests stay and don’t leave after one drink!”

THE AMBIE SOLUTION

Hotel music wine lounge

The 1901 Wine Lounge

 

#1  LISTENING: You know your business best

We know music here at Ambie, but when it comes to your business and brand – you’re the expert. 

“We were nervous of switching to Ambie because we had been working with our previous supplier for many years,” says Amanda. “Ambie gave us confidence by always being responsive, being present, listening to us, meeting our needs and asking the right questions.”

#2 TAILORED MUSIC: customised to brand, zone and trading patterns

“Ambie helped us enhance the guest experience by converting our feedback into reality,” says Amanda.

Working closely with the Andaz,  our curators developed a soundtrack for the hotel made up of 49 bespoke playlists, scheduled across nine areas. Every playlist was on brand and reflective of individual zone atmospheres and trading patterns.

“Ambie helped us enhance the guest experience by converting our feedback into reality”

#3 REFRESHMENT: keep customers and staff happy

“As soon as we started using Ambie, the staff noticed a big difference in what was playing,” says Sam.

This is because unlike most hotel music suppliers, we don’t stop at monthly playlist updates. Our unique Ambie algorithm and smart shuffle technology keeps client music constantly rotating, creating a fresher experience for staff and customers.

#4 EASE OF USE: keep it simple, stupid

“Using the Ambie app and technology is so simple,” says Nils. “If you have a situation where you need to adjust the music, you can pull your phone out and makes changes immediately.”

We love that our tech enables Andaz staff to keep control at their fingertips.

“It’s nice to have someone we can contact simply, and change the songs where and when it’s need…You can change a room with one song.” Sam says. “Ambie has made my job easier.”

“Ambie has made my job easier.”

THE TAKEAWAYS

  • Don’t settle for average curation: Partner with a music supplier who can turn your concept for a space into reality 
  • The fresher the better: spot-on curation is only half the battle. Keep your music fresh to engage repeat customers and guests
  • Control at your fingertips: Use tech that helps you make music adjustments on-the-go. 
  • Help is at hand: Don’t underestimate the importance of having access to (human!) support when needed
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