The company has always had a very strong service culture and staff were quick to take on the new processes and procedures.
- Heads of Department use ReviewPro during the daily briefings to go over Guest Satisfaction Survey feedback (both In-stay and Post-stay Surveys) and develop their action plans accordingly to improve quality.
- A selection of ReviewPro figures are integrated into Attitude’s internal KPI dashboards. These include overall experience, front office satisfaction score, brand experience score, Global Review Index™ (GRI) and Management Response Rate, alongside the traditional Profit and Loss indicators, Human Resources indicators etc. This is applied at management level, all the way up to the Head Office.
- Targets are set on a yearly basis for each property, sometimes for specific departments, with attached incentives for successfully meeting them.
Use Case
Small-sized midrange hotels have the double challenge of comparatively high cost-per guest and moderate margins given the star category. So, every penny invested must count. By identifying the key drivers of guest satisfaction and the issues that were driving the most negative reviews, management was able to take decisions that would improve guest satisfaction. For example, changing the food selection and variety, or aspects of the hotel design.
