Silken Hotels believes in the importance of creating a distinctive brand identity and character in order to provide customers with a unique experience. To help the luxury Spanish brand continue to enhance the guest’s stay, they have signed a new agreement with ReviewPro, world-leading providers of Guest Intelligence solutions for the hospitality industry.
The objective of this new partnership is to boost guest satisfaction, rankings on online review sites and revenue across all 35 properties in the group by using ReviewPro’s Online Reputation Management solution. The tool will allow the brand to benchmark against competitors with the industry standard online reputation score GRI™), based on review data collected from 175 online travel agencies (OTAs) and review sites in more than 45 languages. Silken Hotels has implemented an internal quality system to achieve excellence in customer service. The system clearly defines each individual employee’s responsibilities and management constantly encourages continuous improvement amongst the team. In line with this customer-centric culture, the hotel decided to partner with ReviewPro, pioneers in the industry, to help manage and improve the guest experience.
RJ Friedlander, CEO of ReviewPro said, “We are extremely pleased that Silken Hotels decided to sign up to ReviewPro’s Online Reputation Management tool. Our solution provides them with actionable insight to make operational and service improvements across all properties in the group. Additionally, our Mobile App allows Silken staff to keep their finger on the pulse at all times with access to real-time performance metrics.”
Itziar Poza, Revenue Management & Global Distribution Director of Silken Hotels said, “After taking part in several demonstrations of ReviewPro’s advanced solution, we decided to return to the Guest Intelligence provider to help us in our mission to continue to improve guest satisfaction. The tool allows us to drill down on the detail to access the right data for the right members of our team to help us make improvements where it matters most. This in turn helps us to ensure we provide our guests with outstanding experiences.” .