Saving Time and Increasing Revenue with QHero
The Hyatt Regency Portland is a 600-room convention and business hotel in the heart of downtown Portland, Oregon. The hotel regularly hosts large-scale conferences, trade shows, and corporate events, drawing a steady stream of business travelers who depend on the timely receipt and delivery of packages for meetings, presentations, and exhibitions.
With over 67 packages arriving each week—often containing critical event materials, product samples, and business supplies—managing this flow manually created significant operational strain. Staff logged every shipment manually in a spreadsheet, making it difficult to track items and ensure timely delivery to guests.
The hotel needed a smarter solution to reduce the administrative burden on staff and unlock untapped revenue from its package handling operations.
Overview
Hotel: Hyatt Regency
Location: Portland, Oregon
Size: 600 rooms
Type of hotel: Convention & Business Hotel
Challenge
Time-Consuming Manual Process All packages were recorded in a spreadsheet, making it difficult to track items or confirm receipt quickly—especially during high-volume conference periods.
Operational Strain During Events Surges in package volume during large conferences overwhelmed staff and diverted attention from core guest service responsibilities.
Missed Revenue Opportunities Without a structured billing system, package handling fees were inconsistently charged, leaving significant revenue uncaptured each month.
The Solutions
Easy Package Logging: Packages are quickly logged by snapping a photo of the label, capturing key info like guest name, tracking number, and date received—reducing manual work and freeing staff for higher-value tasks.
Efficient Package Retrieval: Each package is assigned a storage location, making retrieval fast even at peak times during large conventions.
Nightly Billing: Delivered packages are billed to the guest folio nightly, eliminating missed charges and capturing all revenue.
The Result
Dramatic Revenue Growth A 572% increase in package handling revenue was achieved in just one month—turning a previously undermonetized service into a significant income stream for the hotel.
Significant Time Savings QHero reduced manual package handling, saving staff valuable hours each day and allowing them to focus on higher-value guest interactions.
Streamlined Operations Automated billing and centralized tracking eliminated errors, ensuring accurate records and seamless coordination across all hotel departments.
"I ran January's numbers so far compared to January 2025 and we have seen a 572% increase in package handling revenue."
Kim Fischer, Hyatt Regency Portland Assistant Director of Operations