The group onboarded ReviewPro in December 2016. While the Online Reputation Management (ORM) and Guest Satisfaction Surveys (GSS) tools were central to operations, the solution that really brought it all together and ensured outstanding service was Auto Case Management (ACM).
The beta phase consisted of testing the tools and rules at select properties and using the experience as the basis from which to formulate SOPs that would eventually be rolled out to all hotels. These SOPs would go on to serve as the backbone of online training, on boarding of both team members and new properties, and supporting the majority of the internal processes that deal with service recovery. ReviewPro now forms part of the very fabric of Minor Hotels’ guest management ethos.
Online Reputation Management (ORM)
Tracks and monitors online guest sentiment including semantic analysis and the Global Review Index™, an online reputation score exclusive to ReviewPro.
Guest Satisfaction Surveys (GSS)
Used to create in-stay and post stay surveys to gain detailed insights into what guests like and dislike. The results can be integrated with the hotels’ PMS to monitor and pinpoint issues related to specific room numbers or types of guest, and increase review volume using the TripAdvisor Review Collection Program.
Auto Case Management (ACM)
Automatically assigns and tracks issues related to guest feedback to ensure that they are resolved as quickly as they arise.
Guest Experience Improvement Suite™
Combines all of ReviewPro’s solutions to help the hotel group monitor and proactively seek guest feedback, automate workflows, and ultimately provide the information needed for both immediate service recovery and longer-term operational and service improvement. This elevates guest experience and boosts revenue.
