CONFIDENTIAL

Guest Feedback Comes of Age

Meet the Presenters

Michelle Wohl VP of Marketing Revinate

Cheryl Ng Director of Marketing Pan Pacific Singapore

Younes Hammoumi Strategic Operations Director Revinate

MISSION: TO BETTER CONNECT HOTELS AND GUESTS

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23,000+ Hotels in 143 Countries

SaaS Tech Company - HQ in San Francisco 6 global offices across the world

90+ Full-time Employees

$17.6 Million in Series A Funding in July 2012

Asia HQ in Singapore

Select Asia Pacific Clients

About Pan Pacific Hotels Group

Agenda

Traditional GSS

What’s new?

Best practices for collecting feedback

Resources

Sneak peek at inGuest

Traditional GSS

Direct booking cost

Why we love traditional GSS

Uniformity

You can require answers

Private and safe

Already integrated in bonus structures

The problem with traditional GSS

Doesn’t take into account how booking decisions are made today

Doesn’t drive new bookings

User Reviews Influence Bookings

•  26.5% of TripAdvisor visits occur in the last five days prior to the reservation.

•  The proximity of visits to TripAdvisor to purchase indicates that user reviews are some of the final and pivotal criteria in the hotel selection process.

* Source - Cornell University “Impact of Social Media on the Hotel Industry”

Changing Feedback Landscape

Popularity of online reviews and the importance of social media are changing how hotels gather feedback

Modern Feedback Collection

Modern Post-Stay Survey

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Post-Stay Survey Results

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Customers using Revinate Post-Stay Surveys have seen an average 409% increase in their TripAdvisor review

volume. 

Reviews generated from Revinate Post-Stay Surveys now account for 76% of their reviews on TripAdvisor. 

Revinate Post-Stay Surveys customers have seen an

average 15% improvement in their TripAdvisor popularity ranking within the first three months of using

the product. 

“Worst  night  of  sleep.  The  beds  were  way  

too  so7”  

Accepting Transparency

“Check-­‐in  was  a  nightmare”  

Tracking Improvements

“Great  beds”  

“Sailed  through  check-­‐in”  

Sentiment Analysis

Sentiment Analysis

Feedback is Fragmented

Comment Cards

Post-Stay Surveys

Online Reviews

Social Media

In-person Feedback

CONCIERGE  

GENERAL MANAGER DIRECTOR OF

MARKETING

MARKETING/ SOCIAL MEDIA

OPERATIONS

FRONT DESK

DIRECTOR OF SALES

How do you take control of feedback to make it work for you?

Revinate Guest Feedback Suite

On-Site Post-Stay Online Reputation Management

Innovative solution for capturing guest

feedback during their stay

Send surveys to your guests, then publish them to promote your

property

Monitor and analyze online

guest reviews and social media

mentions

The Power of Everything Together

On-Site Surveys

Post-Stay Surveys, GSS

Online Reviews

Social Media

On-Site Post-Stay Online Reputation

Management

Turn Guests into Promoters

93% worldwide say online reviews have an impact on their booking decisions

“Loved my stay”

PUBLISH ON TRIPADVISOR

“I could’ve lived in the bathroom”

SHARE PUBLIC FEEDBACK

“I could’ve lived in the bathroom”

How likely are you to recommend?

UNCOVER YOUR PROMOTERS

“Love this hotel!”

Financial Impact of Reviews

Cornell study analyzed the impact of average rating and the TripAdvisor popularity index. •  There is an 11.5% decrease in a property’s chances of being selected for every

position it drops •  Increasing 1 point on a 5 point scale increases odds of being selected by 14.2 % •  For each new review a hotel adds, it increases its odds of being selected by 0.2% •  Hotels that increase their review rating by 1 point can increase daily rate by 11.2%.

* Source - Cornell University “Impact of Social Media on the Hotel Industry”

Guest feedback is a critical business driver

From room-centric to guest-centric systems

Rich guest profiles: better service, $$$, loyalty

The mobile guest experience

Minimize point solutions to reduce pain

5 INDUSTRY TRENDS: WHAT’S CHANGING?

Data Integration Nightmares

High Cost, Complexity

Operational Overhead

Disjointed Guest

Experience

WHY IT’S PAINFUL TODAY

Who is your guest?

VISUALIZE YOUR GUEST TOUCHPOINTS

Guest Profiles Rich Insights for Analytics, Service and Marketing

Intelligent Interactions

Reservations

Pre-Arrival Emails

Advanced Check In

Guest Preferences

Room Upgrades

Reviews & Social Media Post-Stay Surveys On-Site Surveys

Pre-Stay During-Stay Post-Stay

Unified - Simple - Easy

Room Service Orders

Dinner/Spa/Golf Res.

Service Requests

Stay/Property Info

On–Site Promotions

Loyalty Programs

Mobile Check-out

Engagement & Promotion

Guest Marketing

Book Brand Properties

Introducing inGuest The first, complete Guest Engagement Platform Reinventing the guest experience

inGuest Guest Engagement Platform

Guest Profiles Understand guest needs, exceed their expectations.

•  Guest stay and spend history •  Social and review data •  Interests and preferences •  Hotel comments, history, insights •  Easy loyalty and survey integration

inGuest Guest Engagement Platform

Guest Marketing Access a powerful, ultra-targeted communication center.

•  Automated communications through the guest lifecycle

•  Trigger-based and custom marketing campaigns

•  Email & SMS text messages •  Deep segmentation and

targeting

Mobile App Stay connected to your guests. Engage them to drive revenue.

•  Advanced check-in and up-sell •  Room service and F&B ordering •  Service and concierge requests •  Easy set-up and hotel systems

integration •  Mobile and web-based app

inGuest Guest Engagement Platform

inGuest Guest Engagement Platform

Request Center Communicate with guests, drive staff efficiency.

•  2-way guest communication •  Email and SMS alerting •  Multi-group workflow management •  Multi-level escalation •  Local business content and maps

inGuest Guest Engagement Platform

Guest Feedback Suite See a 360° view of all guest feedback in one, integrated system.

•  Online Reputation Management: Track and manage online reviews and social media mentions

•  On-Site Surveys: iPad solution for collecting real-time feedback

•  Post-Stay Surveys: Review-style survey, submit reviews to TripAdvisor for publication

Articles

Webinars and Best Practices

•  Why Wi-Fi Is Keeping Hotels From Receiving 5 Star Reviews

•  Best Practices For Creating Engaging Surveys And Igniting Reviews

•  Hotelier’s Guide To Facebook

•  Driving Direct Bookings

•  Creating A Social Media And Reputation Management Action Plan (copies available)

•  Leveraging Guest Feedback to Drive Revenue

•  Service Recovery In The Digital Age

•  How Hoteliers Can Adopt Mobile Technologies Across The Entire Guest Lifecycle

•  Best Practices For Showcasing Your Independent Hotel

eBooks Webinars

Thank You!