Categorizing…

The response was deliberate: look after remaining staff and this would have a positive impact on guest satisfaction. “If you want to deliver great service to your guests, first you…

Gille Bonaventure applies a ‘growth hacker’ mindset to guest experience: test ideas, measure success using the ReviewPro tools, repeat what works and rectify what does not. This requires that first…

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…

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First impressions count and a guest’s arrival experience very much influences the rest of the stay. By using cross-level comparisons, the group detected that the arrival experience at one of…