By combining feedback from the Guest Survey Solution (GSS) with insights provided by online reviews, Transamerica Hotels can hone in on detailed information about areas of strength and areas where improvement is needed.
As an example, upon analyzing results from post-stay surveys, the company discovered a number of issues with its food and beverage services, which were outsourced at the time. Recognizing that these issues were having a negative impact on the guest experience and, in turn, online reputation, management made the decision to cancel the outsourced breakfast contracts at selected hotels and bring the services in-house.
Examples of reviews from before and after bringing the breakfast service in house.
How Transamerica Hotels uses ORM+GSS+ACM
Transamerica Hotel Chain doesn’t stop at measuring and analyzing guest feedback, it also puts a high value on action. To keep staff engaged and ensure that problems with quality, service and operations do not go unresolved, the company added the Auto Case Management Solution (ACM)to its suite of ReviewPro products.
ACM allows hotels to act on guest feedback quickly and efficiently by automating internal processes and ensuring that guest issues don’t go unfixed. Hotels can set alerts and escalation parameters based on specific types of guest feedback and ratings in both online reviews and surveys (in-stay and post-stay). Workflows can be defined to match the hotel group’s structure and processes.
After employing ACM, staff engagement skyrocketed.
