How Messaging Will Revolutionize the Guest Experience

8th March 2018

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Win an iPhone X

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What We Do

Online Reputation Management

In-Stay Surveys

Post-Stay Surveys

Auto Case Management

Advanced Case Management

Guest Messaging Hub

Staff to Staff Messaging

Guest Intelligence

Case Management

Messaging Hub

GuestData

InsightsOperational

& Service Priorities

ResultsAction

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Hotels RestaurantsDestinations &

Star RatingsConsultants &

AdvisorsHotel Owners &

Investors

Management & Representation

Companies

35,000+ Clients in 150+ Countries

Today’s Reality

Behavior of Guests is Changing...

• More digitally savvy.

• Online reviews highly influence where they choose to stay.

• How they book their holidays.

• Their expectations about the hotel experience.

• What loyalty means to them.

• How they want to interact with hotel brands before, during & after their stay.

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... And, You Must Change Too

• Adapt to the new ways guests want to interact with your hotels & staff.

• Engage with guests online & respond to reviews.

• Develop new internal processes, KPIs & objectives.

• Increase the weight of data driven decision-making.

• Implement new systems & tools to eliminate silos of guest data. Photo courtesy of citizenM

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It is Critical to Claim Your Space Online

Past Today

Global Review IndexTM

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Impact of Reputation on Revenue

+0.89% in ADR

+0.54% in Occupancy

+1.42% in RevPAR

A 1 point increase in a hotel’s Global Review Index™ equals up to:

Budget & Midscale Upper Midscale Upscale & Luxury

+0.1TA score

+$1.10RevPar

+0.1TA score

+$1.90RevPar

+0.1TA score

+$8.40RevPar

Source: Horwath HTL, 2016 8

Impact of Reputation on Direct Bookings

• Following #1 ranking monthly website traffic jumped 5X.

• Direct bookings more than doubled.

• Occupancy increased.

• ADR increased significantly.

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There’s a Big Change Happening

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From Reactive to Proactive Guest Management

• Encourage guests to communicate while on property.• Use in-stay surveys to allow service recovery.• Automate processes to ensure fast follow-up to feedback.• Access real-time insight on-the-go via mobile app.

In-stay

• Gather feedback after check-out.• Use insights to prioritize operational & service improvements.• Automate processes to respond to survey feedback & reviews.• Track KPI evolution over time.

Post-stay

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The Power of Combining In-stay & Post-stay

• Client: Leading luxury brand with almost 40 hotels.• Analyzed impact of using in-stay surveys to allow service recovery.

Results vs. post-stay only

1,704guests

In-stay survey

Post-stay survey

&

Responded to both

Overall Satisfaction

ScoreNPS®

+13.8% +24.2%

What the Winners Do Differently

Understand that the battle is won or lost depending on whether you exceed guest expectations

Find, Report & Fix “Potholes”

SERVICE OPERATIONS PRODUCT

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Improve the Guest Experience

Find Report & Fix Benefits

Operational & Service

Improvements

Better guest experiences

Higher online rankings

Increased ADR & revenue

Guest Experiences

GUEST INTELLIGENCE

Online Reviews

Post-stay surveys

In-stay surveys

Live requests

Messaging

Calls/ Letters

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Eliminate Silos of Guest Insights

• Customizable & tailored for different departments & roles.

• Ex: Housekeeping Manager:- Reviews: Drill down on “Room”

within review sites.- Semantic: Cleanliness Category.- Surveys: View of survey with just

questions related to bedrooms.

• Alerts & reports focus on key action items & priorities.

How to Leverage This Opportunity Now

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Guests Want to Communicate in New Ways

• Messaging is a daily part of life & guests want the convenience of being able to communicate with your hotels in this manner.

• You need to adapt & let guests communicate with your team through the messaging service of their choice.

• A room phone & a receptionist are no longer enough. In fact, a number of new chains are not even putting phones in rooms.

• Hotel mobile Apps can be good for loyalty but limit communication due to the low volume of downloads.

Manage Communications from One Central Hub

*WhatsAppcomingsoon

Guest messages hotel from the channel of their choice.

Sure, Sam is on his way with them!

Can someone bring me clean towels?

Messages are received in the Messaging Hub where you can respond & manage requests.

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Benefits for Guest & Hotel

• Message hotel using SMS, FB Messenger, Line, Viber, WeChat, or WhatsApp (available soon).

• Enjoy a seamless experience with no App to download.

• Leverage one, easy-to-use, central hub to receive and respond to real-time requests from guests, via the service of their choice.

• Identify and resolve problems while guests are still on property, allowing for real-time service recovery.

• Improve response times and service excellence to boost guest satisfaction.

Follow-up on Feedback in Real-time

• Use Case Management to:

- Manage follow-up and ensure effective service recovery.

- Streamline operations.- Increase staff efficiency,

reducing costs.- Drive service excellence.

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Access On the Go Is Critical

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How Savvy Hoteliers Leverage Guest Feedback

Prioritize Improvements by Room Type/Number

• Analyze results by room type on a group level & by room number on a hotel level.

• Can create cases & action more quickly as they know which room the issue relates to.

• Evaluate impact of new refurbishments in specific rooms on guest satisfaction.

Photo courtesy of glh25

In-stay Surveys to Reduce Negative Reviews

• Show a satisfaction question when guest connects to WiFifor first time.

• Can identify the need for service recovery and take corrective action beforeguests check out.

Pop-up on WiFi login

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Decrease the Average Time to Respond to Reviews

• Create cases automatically based on rules:- GM has 48h to respond to

negative reviews.- If no response, after 48h

escalated to customer care centre.

- Applies to 7 key OTAs in 8 languages.

Results after 3 months:

• 8429 cases created, 3892 cases escalated.

• Response ratio increased YOY from 82% to 92%.

• Average response time to reviews dropped from 6.3 days to 3.0 days.

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Booth 104, Hall 10.1

Come Visit Us

Q & A

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Send us a message saying how you think the Guest Messaging Hub would benefit your hotel. The best answer will win an iPhone X.

Enter to Win

RJ Friedlanderrfriedlander@reviewpro.com