For more information or to schedule a demo, email us at info@Revinate.com or visit Revinate.com

Success Story

Carlson Rezidor Hotel Group

Carlson Rezidor Hotel Group is one of the world’s largest and most dynamic hotel companies with a portfolio of over 1,300 hotels in operation and under development. Its brands include Radisson Blu, Radisson®, Park Plaza®, Park Inn by Radisson, Country Inns & Suites By CarlsonSM and Hotel Missoni.

Sarah Garis, a seven-year veteran at the company, moved into a social media position in August of 2011 and her first project was to drive a pilot program with the goal of selecting an Online Reputation Management solution for the company. The team looked at other software solutions but ultimately decided to do a 34-hotel pilot with Revinate for a couple of reasons. First, they wanted a solution that was custom designed for the

hospitality industry, with solutions for both property and corporate level users. Second, they wanted a solution that would work for both select-service and full service hotels. Confident that Revinate would meet their needs, Sarah rolled out Revinate to the pilot customers.

While the rollout of new technology can often be a daunting process, Sarah was amazed by how smooth the Revinate rollout was. She says, “Revinate provided personalized training for the properties and has a wealth of training information online, including best practices. But in reality Revinate is so easy to use and understand that our staff took to it immediately. They were actually excited to be using it and there was a lot of buzz when managers

started to learn from the data.” For example, Sarah notes that many hotels were surprised to see all the online sites that have reviews for their properties. When the staff started to see how many sources there were, and how many reviews were out there, they knew they needed to start paying attention to all reviews, not just TripAdvisor.

As the pilot hotels began paying closer attention to their reviews, Sarah saw significant improvements in the hotels’ online reputations. At corporate, the team was tracking the properties’ performance using Revinate’s corporate reporting solution, which allows management or ownership groups to stay on top of the progress at the hotels. They saw more hotels responding

“Revinate provided personalized training for the properties and has a wealth of training information online, including best practices. But in reality Revinate is so easy to use and understand that our staff took to it immediately. They were actually excited to be using it and there was a lot of buzz when managers started to learn from the data.”

Sarah Garis Manager, Social Media

For more information or to schedule a demo, email us at info@Revinate.com or visit Revinate.com

Success Story

to reviews than before, and, because the hotels were paying closer attention to their feedback and learning from their guests, their review scores and TripAdvisor Popularity Index were improving.

With overwhelmingly positive feedback and trends from the pilot

properties, Carlson Rezidor Hotel Group made the decision to promote Revinate to the entire portfolio. For the company-wide rollout, Sarah partnered with her Customer Care Team to put together the rollout plan, which included a combination of internal promotions, trainings and Webinars in conjunction with multiple, personalized Revinate training events. Of the process, Sarah says, “The rollout process was surprisingly easy, especially considering the number of properties that signed up immediately. We were very impressed by the resources that Revinate put behind our success.”

While it came as no surprise that Revinate was readily adopted by management and social media teams, Sarah was surprised and excited by how quickly the revenue generation team adopted Revinate.

She says, “With the growing research showing the correlation between online reputation and ADR, it was great to see the revenue team using Revinate as an informational source.” With more than 80% of properties using Revinate, there was a great opportunity to compare performance between hotels using Revinate and hotels not yet using the solution. When the two data sets were analyzed, it clearly showed that hotels using Revinate dramatically outperformed hotels that had not yet adopted the solution when it comes to average review rating, negative review response percentage and TripAdvisor Popularity Index. Sarah says, “When we shared these statistics with the hotels who had not yet signed up, their interest was definitely piqued. I’m looking forward to having the entire portfolio up and running.”

About RevinateRevinate helps hotels and restaurants compete with a user-friendly software solution for managing and tracking reviews and media mentions on OTAs, review sites, and social networks. Developed exclusively for the hospitality industry, Revinate allows hotels and restaurants to turn online guest feedback into actionable plans to quickly respond to competition and market demands, increase customer satisfaction and drive revenue. Revinate is based in San Francisco and has over 20,000 hotel and restaurant clients worldwide. To learn more, visit revinate.com.

“The rollout process was surprisingly easy, especially considering the number of properties that signed up immediately. We were very impressed by the resources that Revinate put behind our success.”

Sarah Garis Manager, Social Media

“With the growing research showing the correlation between online reputation and ADR, it was great to see the revenue team using Revinate as an informational source.”

Sarah Garis, Manager, Social Media