Saving Time and Tripling Package Revenue with QHero
The Grand Hyatt San Francisco is a 668-room luxury business hotel situated in the heart of Union Square, one of the city’s most vibrant commercial districts. The property serves a discerning mix of corporate travelers, conference attendees, and leisure guests who frequently rely on the hotel for package receipt and delivery.
With over 73 packages received each week—ranging from business materials to personal shipments—managing this volume manually placed a heavy burden on front desk and operations teams. Staff spent significant time hand-logging shipments, tracking storage locations, and reconciling billing, work that was time-consuming and prone to missed revenue.
The Grand Hyatt San Francisco turned to QHero to transform package management into a streamlined, revenue-generating operation.
Overview
Hotel: Grand Hyatt
Location: San Francisco, California
Size: 668 rooms
Type of hotel: Luxury Business Hotel
Challenge
Inefficient Manual Tracking Packages were logged by hand, causing delays in delivery notifications and making it difficult to provide guests with timely updates on their shipments.
High-Volume Operational Pressure The hotel’s busy urban location and corporate clientele generated a constant high flow of packages, straining staff resources and creating service bottlenecks.
Underutilized Revenue Stream Package handling fees were irregularly charged or missed entirely, leaving substantial revenue on the table each month.
The Solutions
Easy Package Logging: Packages are instantly logged by photographing the shipping label, automatically capturing the guest name, tracking number, and receipt date—eliminating manual entry entirely.
Efficient Package Retrieval: Each item is assigned a precise storage location, enabling fast and accurate retrieval even during the hotel’s busiest periods.
Nightly Billing: Package and handling fees are posted to the guest folio each night, ensuring no charge is ever missed and revenue is fully captured.
The Result
Revenue Tripled The Grand Hyatt San Francisco tripled its package revenue compared to the previous period—transforming package management from a cost center into a profitable service line.
Significant Time Savings By eliminating manual logging and tracking, QHero freed up staff hours every day, enabling the team to focus on delivering exceptional luxury guest experiences.
Enhanced Guest Experience Guests receive faster package notifications and deliveries, and staff can instantly provide status updates—elevating service quality across the board.
"We 3xed our package revenue compared to the previous period."
Mikki Lim, Grand Hyatt San Francisco Assistant Director of Finance