ReviewPro announces that longstanding client Kempinski Hotels, Europe’s oldest luxury hotel group with 73 hotels around the world, has expanded its partnership from Online Reputation Management (ORM) to include the enterprise version Guest Survey Solution (GSS). The iconic brand switched to ReviewPro’s direct survey tool to more effectively leverage guest data from a single dashboard. Having ORM and offline reviews together in one solution provides new opportunities to identify areas which contribute to guest satisfaction.
The customizable tool enables Kempinski to brand the surveys and ReviewPro’s advanced API allows the hotel group to send the surveys from its own email account. The survey tool allows Kempinski management to customize views and reports of the Guest Intelligence data based upon individual roles, facilitating access of the right data for the right departmental staff.
RJ Friedlander, CEO of ReviewPro, commented on the expanded partnership: “Kempinski has a unique heritage in the hospitality industry and are leaders in providing luxury guest experiences. The use of our full Guest Intelligence platform will allow them to filter essential guest feedback and create custom reports for all members of the team, enabling them to continue to raise the bar on delivering outstanding, memorable experiences.”
Emilie Langlois, VP Operations at Kempinski Hotels said: “It’s only by focusing on what our guests are telling us that we can perform at the very high standards they rightfully expect. ReviewPro gives us the opportunity to constantly evaluate our services. ReviewPro’s GSS Platform helps staff in our hotels to rapidly follow up on an individual guest’s comments, and the transition was seamless.”
Riko van Santen, VP Digital Strategy & Distribution at Kempinski adds, “Having partnered with ReviewPro for almost three years using the Online Reputation Management solution, we wanted to consolidate the number of systems we use in managing guest feedback. Reviewpro impressed us with the advanced product functionality, flexibility, and their responsiveness to our requirements. The Guest Survey Solution platform integrates with our CRM solutions for an holistic understanding of our guests.”