Upgrade the Guest Experience

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1 Upgrade the Guest Experience More than 40, hotels rely on us to improve the guest experience & increase revenue.

2 Why choose ReviewPro Streamline Operational Improvements Guarantee Service Excellence Improve Guest Satisfaction Boast TripAdvisor & Google Rankings 1

3 Products Online Reputation Management Improve guest satisfaction & watch your revenue grow Across all segments of the hotel industry, a high online reputation index means you are exceeding guests expectations, which if effectively managed, will enable you to increase average daily rates (ADR). Benchmark and manage your online reputation with our powerful cloud-based solution to deliver better guest experiences and increase your ranking on review sites and OTAs. Key features Global Review Index Sentiment analysis Competitive benchmarking Customized reporting Case creation Management response center Mobile app Benefits Improve your ranking on review sites & OTAs Leverage online reviews to increase revenue Outperform your competitors The Global Review Index (GRI) Developed by ReviewPro, the industry-standard Global Review Index (GRI) is an online reputation score based on review data collected from 200+ OTAs and review sites in 75+ languages. 2

4 Products Guest Satisfaction Surveys Leverage guest survey feedback to deliver better experiences This powerful, yet flexible tool allows you to build effective in-stay or post-stay surveys to identidy detailed insight into what guests like/dislike and positively impact your online reputation Create customized views, reports and alerts to help staff focus on the right priorities and act quickly on feedback that requires immediate attention. Key features Mobile optimized Advanced question logic In-stay surveys Sentiment analysis Analysis by room number/type Real-time alerts Mobile app Benefits Identify & resolve issues before guests check out Increase review volume & ranking on TripAdvisor & Google Improve guest satisfaction, ADR & RevPAR 3

5 Products Advanced Case Management Streamline operations & drive service excellence Key features Flexible automation rules Customizable views, settings & reporting Escalation rules Live requests on property To Do Page Mobile app Creating positive experiences is critical to exceeding guest expectations. In addition to all the features of Auto Case Management, Advanced Case Management allows you to capture adhoc feedback throughout the guest journey and easily manage more complex cases involving multiple stakeholders. Key features Automate follow-up at the click of a button 4

6 Products Guest Messaging Hub Consistently exceed guest expectations Leverage one, easy-to-use central hub to communicate with guests in real-time, using the messaging service of their choice (FB Messenger, Line, Viber, SMS, WeChat, Twitter, Telegram and WhatsApp*). Guests can enjoy a seamless messaging experience without having to download an app. Our integrated platform, combined with case management, enables you to establish internal service level agreements and ensure you meet all your guests in-stay needs. Key features Multiple channels supported No app for guests to download Auto-reply messages Create follow-up cases Escalation of messages Chat widget on hotel website Mobile app for hoteliers Benefits Manage guest communications from one central hub Improve response times & service recovery Stand out from competitors for your service excellence 5 *When available

7 Success Stories Aria Hotel Budapest Library Hotel Collection Synonymous with providing an outstanding experience for every traveler, the Library Hotel Collection consistently achieves superior results in terms of guest satisfaction. This iconic brand works with us to further enhance guests experiences. Best Performing Small Luxury Brand in the world with an overall GRI of 96.1%. Library Hotel Collection received 18 TripAdvisor 2017 Travelers Choice Awards. Aria Hotel Budapest is ranked the #1 hotel in the world on TripAdvisor. Adele Gutman VP Sales, Marketing & Revenue, Library Hotel Collection 6

8 Success Stories Jurys Inn This well-known UK brand has adopted a Happy Guest Concept across its 31 hotels. This initiative relies on our Guest Intelligence Suite to support changes in processes, goal setting and internal reporting which led to improvements on an operational and service level and overall unbelievable results for the group. Since implementing ReviewPro s integrated guest feedback system, one of our biggest wins is that our TripAdvisor performance has improved dramatically, both in terms of review volume and rankings. Peter Stack Regional Operations Manager, Jurys Inn 7

9 Success Stories ME London Meliá Hotels International Meliá Hotels International is the 17th largest hotel chain in the world and has partnered with ReviewPro since The group has seven separate brands and the continued improvement in delivering memorable guest experiences has been remarkable. For example, ME London achieved the following: 8

10 Success Stories Ascott Guangzhou The Ascott Limited The Ascott Limited is the world s largest international serviced residence owner-operator. The fully serviced luxury residence, Ascott Guangzhou in China, is an example of the group s success. GRI increased from 85% to 93%. TripAdvisor Ranking improved to #1/213. Service Index increased from 88% to 94%. Listening to our guests is an important part of our brand strategy. We are driven to not only listen but make the necessary operational and service improvements to create a better customer experience for our guests. ReviewPro is a valued partner in helping us achieve these goals. Anthony Khoo Senior Vice President for Brand & Marketing, The Ascott Limited 9

11 Success Stories Radisson Hotel Group Response ratio increased YOY from 82% to 92%. Average response time to reviews dropped from 6.3 days to 3.0 days. 8,429 cases created, 3,892 cases escalated. ReviewPro is one step ahead of the game which is exactly what we need. They are constantly updating the tool to add new features to improve the platform. As a result of the success with Auto Case Management, we are now piloting it with in-stay surveys. 10 Cristina Serra Vice President Guest Experience & Product Development Radisson Hotel Group

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