Monitoring online reputation is no longer enough for hotel brands to succeed. Nowadays, savvy hoteliers are adapting to the shift from reputation management to guest experience improvement.ReviewPro, world leaders in Guest Intelligence solutions for the hospitality industry, has been helping clients across the globe change their focus from the 4Ps (Product, Place, Price and Promotion) to the 4Es (Experience, Evangelism, Exchange and Everyplace). In their continued quest to make it easier for hoteliers to exceed guests’ expectations and increase revenue, the company recently unveiled the latest version of its “Guest Intelligence Suite”.
RJ Friedlander, CEO of ReviewPro, commented “Within a rapidly changing industry, we wanted to evolve our solution to help hoteliers keep ahead of the curve in terms of exceeding guest expectations. We enable our clients to know in real-time what problems have surfaced and ensure the information is received by the right staff member so they can act on it. We can now help clients get down to a granular level, and see where and how they should focus resources to improve on an operational and service level where it will impact results guest satisfaction most.”
The innovative solution, combining the company’s award-winning Online Reputation Management (ORM), Guest Satisfaction Surveys (GSS) and Mobile App, offers hoteliers one powerful and customizable platform to access more meaningful performance metrics to identify issues, take action and boost overall guest satisfaction. Incorporating feedback from clients and industry experts, ReviewPro enhanced the existing technology to provide users with a centralized tool where analytics can be maximized to deliver outstanding experiences resulting in higher rankings on review sites and OTAs.
Apex Hotels, who operate contemporary city centre hotels across the UK, were one of the first clients to roll out the new tool. Simon Davis, Regional Director for Scotland’s Central Belt at Apex, commented: “The latest version of the Guest Intelligence Suite provides our team with detailed analytics into what our guests are saying about us and our competitors, allowing every member of our organization to be involved in making each and every guest’s experience memorable. Having all that information in a straight-forward, digestible format on the one platform is invaluable. Not only does ReviewPro offer a great product, their team provides outstanding support thanks to their consistent professionalism and passion. The face-to-face training on the new solution was a great way to get everyone on board and help embed a customer-centric culture across the entire organization.”