Hyatt’s purpose—to care for people so they can be their best—guides its sales strategy, with a focus on building lasting relationships. By adopting LinkedIn Sales Navigator, Hyatt modernized its sales approach, enabling stronger connections and more meaningful engagement across its team. Read on to learn more!
The Challenge: Blending Care with Digital Sales at Scale
As hospitality shifts toward digital sales, staying rooted in relationship-building remains key. With fewer in-person meetings and trade shows, sales teams are turning to technology to identify and engage prospects more effectively.
Kaaren Hamilton, AVP of Commercial Services at Hyatt, notes most sales interactions are now virtual: “We’re not always meeting customers in our offices anymore.” She adds that building relationships early is critical—especially as today’s buyers are often new and harder to identify.
The Solution: Technology Built to Drive Organizational Evolution
To lead their sales teams into the future, Hyatt reimagined their sales approach—modernizing infrastructure while staying true to their relationship-first values. LinkedIn Sales Navigator became a key tool in this transformation.
“We needed a better way to understand who the key contacts were within accounts,” said Melissa Masitto, VP of Sales & Marketing. “Sales Navigator gave our teams a way to reconnect and build those relationships.” The platform now helps Hyatt scale outreach without losing the personal touch.
“Our role is to bring value and be trusted advisors. “That’s the foundation of our best customer relationships.”
- Kaaren Hamilton, Associate Vice President of Commercial Services for Hyatt Americas
The Results: A Modernized Sales Culture and Impressive Revenue Impact
Hyatt’s Sales Navigator pilot proved a clear success, establishing the platform as a key part of their sales strategy. In just three months, the team saved 6,200 leads and made 2,600 new connections, targeting key contacts and building relationships at scale.
“The feedback from our sellers was clear—this tool helps them do their jobs better,” said Melissa Masitto. “That’s why we chose to roll it out more broadly and commit to a long-term partnership with LinkedIn.”
Watch their full customer success story video HERE!
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