15 Great Examples of Remarkable Service that Earns Social ...

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Managing Guest Satisfaction Surveys: Best Practices

15 Great Examples of Remarkable Service that Earns Social Media Attention

Introduction 3

#1 Greeting Guests with Hosts at Andaz Hotels 4

#2 Instagram Moments book at Sheraton Bratislava (Starwood) 5

#3 Service Personalization with Facebook Feedback at The Ritz-Carlton 6

#4 Social Media Increases Loyalty at Accor 7

#5 Fun, Free Amenities at citizenM Hotels 8

#6 Sleep Menu at Conrad Chicago 9

#7 Music Playlists from Morgans Hotel Group 10

#8 Tattoos at the Andaz 5th Avenue 11

#9 Destination Information from Mandarin Oriental 12

#10 Personal Recommendations from Hilton 13

#11 Concierge Videos from InterContinental Hotels 14

#12 Holographic Concierge ar Aloft Hotels 15

#13 Scavenger Hunt Contest at Palomar San Diego 16

#14 Facebook Updates from Ushuaia Beach Hotel 17

#15 Free Mountaintop Photos for Facebook at Vail Resorts 18

How will you deliver remarkable service? 19

Introduction

“Social media raises the stakes for customer

service.”

That was one of the most important insights from the

recent Global Customer Service Barometer [PDF]

conducted by American Express – which found that social

media savvy consumers who are happy with a company’s

customer service say they’d spend 21% more with those

companies. Last year, hotel executives at the Reuters

Global Luxury and Fashion Summit shared how they are

“shifting away from fancy freebies like lotion and soap

and toward expert service that reflects a real

understanding of the guest’s preferences” as a way to

succeed today.

The link between service and financial performance in

hospitality inspires everything we are building here at

ReviewPro. Our social media and review analytics are

designed to help our hotel clients better understand their

customers – providing better travel experiences that

ultimately end up improving the hotels’ bottom line.

Remarkable service pays dividends by increasing loyalty

and word of mouth buzz.

Customer service has always been a prerequisite to

success in the hotel industry, but in this social media era

where everyone acts as a publisher, there is additional

marketing value to being remarkable. Getting the basics

right, but also looking to create “talkable touchpoints”.

Here’s a collection of interesting examples I’ve seen

recently that might inspire you….

Managing Guest Satisfaction Surveys: Best Practices4

#1 Greeting Guests with Hosts at Andaz Hotels

Hyatt’s Andaz brand replaces the traditional front desk reception concept by having hosts circulate the lobby to meet guests as they walk in. Joe Brancatelli, a business travel columnist, observed:

“Andaz is about giving great service in a relaxed way”, says Toni Hinterstoisser, general manager of the Andaz on Wall Street. “A host’s job is very different [than a front-desk clerk's]. They are supposed to be like the conductor of a symphony. We want them to anticipate your needs when

you check in, make you relaxed, and be the person you call throughout your stay when you need help.”

It seems this approach pays off in guest satisfaction – both Andaz locations in New York were among the top ten in the city according to online guest reviews [ReviewPro research].

“ You’re invited to sit down and are offered a complimentary glass of wine or a cup of coffee. (Andaz properties have a barista on duty 24/7 in a lobby café). The host then completes the check-in on a tablet computer. When you’re finished sipping and signing, the host escorts you to your guestroom.

#2 Instagram Moments Book at Sheraton Bratislava

Photographer and travel blogger Jen Pollack Bianco found a book of “Instagram Moments” when she checked into the

Sheraton Bratislava. It came with a note that said:

“ As we know that Jennifer loves to take Instagram pictures, we thought you’d enjoy this hand-picked selection of 25 of our most favorite shots of Bratislava…;)”

It’s a good example of a simple gesture that makes

a big impression.

#3 Service Personalization with Facebook Feedback

The Ritz-Carlton Resorts of Naples asked Facebook fans how they like their coffee. If you answered, then stayed with them, your coffee would arrive perfectly sugared—without having to ask. It’s a little detail that can be used in other ways, as we see in

our next example….

Increasing Reviews

ReviewPro integrates a flexible guest survey management platform to gather valuable direct feedback from clients and focus your staff on key areas of improvement to increase guest satisfaction and revenue. ReviewPro aggregates hundreds of millions of reviews & social media mentions (in 45+ languages, on 100+ of the most relevant OTAs, review websites and social media platforms.

If you are a Restaurant click here

Request a Free ReviewPro Demo now

#4 Social Media Increases Loyalty at Accor According to Nancy Trejos at USA Today, Accor Hotels tried something cool at its Sofitel and Novotel properties in

Philadelphia, Chicago, New York and Washington, D.C. – identifying loyalty members checking into the hotels that month,

and then checking (public) social media profiles to identify the guests’ interests. A gift was then selected to “Take guest

recognition to the next level, to a more powerful level”, said Magali Jimenez Bervillé, director of e-commerce North

America for Accor.

Some examples? •  For the guest who likes fine dining, an all-day behind-the-

scenes tour of Tru in Chicago along with a night at the Sofitel Chicago Water Tower.

•  For the guest who likes fishing, an eco-friendly fishing trip

in the San Diego Bay. •  For the guest who likes luxury cars, a certificate to drive a

Ferrari and Lamborghini. •  For the guest who likes lounging in spas, a day at the Hela

spa in Washington, D.C., plus an overnight stay at the Sofitel.

•  And for the guest who likes sports, VIP tickets to a hockey

game between the San Jose Sharks and the Red Wings.

#5 Fun, Free Amenities at citizenM Hotels

citizenM Hotels succeeds by understanding and offering

exactly what their guests care about. In addition to free

wifi and movies, they are constantly introducing cool new

amenities.

For example, when I was staying at their Amsterdam

property last Fall, they were giving away free chicken

curry rice to guests before they went out on the town. I

took a photo, shared it with my Facebook friends – and

am still using it as an example in presentations:

#6 Sleep Menu at Conrad Chicago A number of hotels offer pillow menus, but the Conrad Chicago takes this to another level, offering a full pillow menu,

herbal sleep elixirs & night caps, ‘sleep chocolate’, h20 hydrating treatments, thermal acqua masks, sleep sound

machines – among other amenities.

They even created a separate website: ConradChicagoSleepMenu.com

#7 Music Playlists from Morgans Hotel Group

Many hotels overlook music as an essential experience

element – and a powerful way to provide a sense of

place for globetrotters. Not Morgans Hotel Group.

They’ve created playlists for each of their hotels.

Tracking Your Competitors

ReviewPro allows you to track key review metrics of your direct competitors and drill down to specific detail to understand how your hotels and brand compare in each market.

#8 Tattoos at the Andaz 5th Avenue Jonathan Frolich, general manager of Andaz 5th Avenue in

Manhattan, is committed to connecting guests with New

York culture. According to this CNN article, “His team

commissioned street artists to graffiti the walls of the hotel

and offered guests an opportunity to jump a multi-month

wait list to get a tattoo created by world-famous artist

Mister Cartoon, whose client list includes Beyoncé and

Justin Timberlake.”

“Years ago, the grandest hotels were bastions of culture, representing whatever was happening artistically in that city. That commitment and connection has disappeared for a very long time — we’re trying to bring it back.”

Jonathan Frolich General Manager of Andaz 5th Avenue

#9 Destination Information from Mandarin Oriental Mandarin Oriental Hotel Group takes content marketing to a new level with Destination MO – their online magazine.

Readers find everything from celebrity recommendations to how to find the perfect “moment” in a city.

#10 Personal Recommendations from Hilton

Vanessa Sain-Dieguez runs a team of people at Hilton Worldwide that manage the Twitter account @HiltonSuggests.

They work around the clock to provide real-time advice and recommendations based on questions and ideas they pick up

from social media monitoring. They even recommend competitor hotels if they don’t have a property that suits the needs

of a person in their audience.

All recommendations come from personal experience. Britnee Johnson explains at Digital Royalty:

“Hilton Suggests communicates solely through Twitter to help those in various destinations find the things that will make their travel easier. The customer service organization lets users know that all suggestions are based on their team members’ personal experience and opinion.

“Simply put, someone might ask about the best iconic places for walking and dining in the Los Angeles area and @HiltonSuggests will reply with the places that they’ve experienced to be the best- Santa Monica Pier and Venice Beach. The team does their best job to help others in the cities listed on their Twitter background (Atlanta, Austin, Chicago, etc).

#11 Concierge Videos from InterContinental Hotels Back in 2007, InterContinental Hotels began creating videos featuring hotel concierges offering destination advice. Here’s

Domenic Alfonzetti, Chief Concierge at the InterContinental New York Barclay, showing you an insider’s tour of New York:

All recommendations come from personal experience. Britnee Johnson explains at Digital Royalty:

InterContinental has also tested providing concierge service through live video chat on Skype or Apple’s Facetime to provide a higher level of service through digital channels.

#12 Holographic Concierge ar Aloft Hotels This isn’t Tupac at Coachella, but Starwood’s Aloft Hotels

is testing a little Star Trek technology to give guests a

new way to access information and offers on local

businesses.

A holographic image is projected onto a life-sized cut-out

of a person in the hotel lobby of an Aloft Hotel. Guests

can then use their smartphones to download and save

information.

360° Guest Intelligence

ReviewPro aggregates hundreds of millions of reviews & social media mentions (in 45+ languages, on 100+ of the most relevant OTAs, review websites and social media platforms) and allows you to get a 360° Guest Intelligence overview of your reputation by integrating Online Reputation & Guest Surveys.

#13 Scavenger Hunt Contest at Palomar San Diego Helping their guests explore the city of San Diego, the Palomar, a Kimpton Hotel, created a scavenger hunt that doubled

as a social media contest. Participants used clues provided through the Scavenger Hunt with Friends mobile application,

and then took and shared photos as they found the items.

“We think this is a perfect way for participants to have fun and experience the nooks and crannies of San Diego, while having a chance of winning some great prizes. We see it as a creative take on our ‘Live Like a

Local’ programme, which provides guests with an authentic local San Diego experience”, said Mark Van Cooney, general manager of Hotel Palomar San Diego.

#14 Facebook Updates from Ushuaia Beach Hotel

The Ushuaia Ibiza Beach Hotel used RFID technology in

an interesting way: creating wristbands that are

synchronized to guests’ Facebook profiles. Guests

wearing these wristbands could check into places on

property and update their status (eg, “I’m dancing at the

Ushuaia”). They could also get photos taken of

themselves at events, and have these images sent

directly to their Facebook newsfeed.

The marketing results were impressive – read the full

story on Tnooz.

#15 Free Mountaintop Photos for Facebook at Vail Resorts Every winter sports fan wants a photo on top of the mountain, and professional photographers have exploited this for years,

charging exorbitant rates. Vail Resorts offered an alternative – taking mountaintop photos that were free to post on

Facebook and Twitter. It’s a powerful way to serve your guests – and increase your brand visibility at the same time.

How will you deliver remarkable service?

This is undoubtedly a very eclectic mix of ways hotels are providing their guests

with remarkable service. But whether you are working at a small independent

hotel or one of the world’s largest hotel brands, I hope it inspires you to think of

how you might creatively provide memorable experiences.

Learn More

The Leading Source of Guest Intelligence best practices and content for the Hospitality Industry

Visit our Resource Hub ReviewPro is the leading provider of Guest Intelligence

solutions to independent hotel brands worldwide. The

company’s comprehensive suite of cloud-based solutions

includes Online Reputation Management (ORM) and the

Guest Survey Solution (GSS), which enable hoteliers to obtain

deeper insight into operational and service strengths and

weaknesses, increasing guest satisfaction, ranking on review

sites and OTAs, and driving revenue.

The company offers the industry-standard

Global Review IndexTM (GRI), an online reputation score

(available exclusively to ReviewPro clients), which is used by

thousands of hotels worldwide as a benchmark for reputation

management efforts, based on review data collected from 142

online travel agencies (OTAs) and review sites in more than

45 languages. More than 17,000 hotel brands worldwide are

currently using ReviewPro’s solutions.

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15 Great Examples of Remarkable Service that Earns Social ...

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