As a brand that is the epitome of 5-starluxury, guest experience is a prime concern, so Corinthia puts great value upon anticipating the needs of guests in a seamless manner. Service level is of paramount importance, as well as having away of intercepting any issues well before unnecessary escalation or risk of negatively affecting online reputation.
The Solution
Corinthia Hotels has been using ReviewPro’s online reputation (ORM) tool since 2011and bases their company KPIs related to guest satisfaction on the Global Review Index™ (GRI). In 2017, the decision was made to employ Guest Satisfaction Surveys (GSS) to collect guest feedback while guests were on-property and to leverage Auto Case Management (ACM) to ensure prompt follow-up. The combination of GSS and ACM has allowed Corinthia Hotels to establish internal service guidelines to ensure service recovery and resolve any operational or service issue that could negatively impact a guest’s stay. It also means that they gain insight into specific requests or needs of guests and are able to quickly respond. These tools and processes enable the legendary hotel group to more consistently deliver the exceptional service expected by their discerning guests in a timely and seamless manner.
