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How Messaging Will Revolutionize the Guest Experience
8th March 2018
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Win an iPhone X
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What We Do
Online Reputation Management
In-Stay Surveys
Post-Stay Surveys
Auto Case Management
Advanced Case Management
Guest Messaging Hub
Staff to Staff Messaging
Guest Intelligence
Case Management
Messaging Hub
GuestData
InsightsOperational
& Service Priorities
ResultsAction
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Hotels RestaurantsDestinations &
Star RatingsConsultants &
AdvisorsHotel Owners &
Investors
Management & Representation
Companies
35,000+ Clients in 150+ Countries
Today’s Reality
Behavior of Guests is Changing...
• More digitally savvy.
• Online reviews highly influence where they choose to stay.
• How they book their holidays.
• Their expectations about the hotel experience.
• What loyalty means to them.
• How they want to interact with hotel brands before, during & after their stay.
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... And, You Must Change Too
• Adapt to the new ways guests want to interact with your hotels & staff.
• Engage with guests online & respond to reviews.
• Develop new internal processes, KPIs & objectives.
• Increase the weight of data driven decision-making.
• Implement new systems & tools to eliminate silos of guest data. Photo courtesy of citizenM
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It is Critical to Claim Your Space Online
Past Today
Global Review IndexTM
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Impact of Reputation on Revenue
+0.89% in ADR
+0.54% in Occupancy
+1.42% in RevPAR
A 1 point increase in a hotel’s Global Review Index™ equals up to:
Budget & Midscale Upper Midscale Upscale & Luxury
+0.1TA score
+$1.10RevPar
+0.1TA score
+$1.90RevPar
+0.1TA score
+$8.40RevPar
Source: Horwath HTL, 2016 8
Impact of Reputation on Direct Bookings
• Following #1 ranking monthly website traffic jumped 5X.
• Direct bookings more than doubled.
• Occupancy increased.
• ADR increased significantly.
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There’s a Big Change Happening
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From Reactive to Proactive Guest Management
• Encourage guests to communicate while on property.• Use in-stay surveys to allow service recovery.• Automate processes to ensure fast follow-up to feedback.• Access real-time insight on-the-go via mobile app.
In-stay
• Gather feedback after check-out.• Use insights to prioritize operational & service improvements.• Automate processes to respond to survey feedback & reviews.• Track KPI evolution over time.
Post-stay
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The Power of Combining In-stay & Post-stay
• Client: Leading luxury brand with almost 40 hotels.• Analyzed impact of using in-stay surveys to allow service recovery.
Results vs. post-stay only
1,704guests
In-stay survey
Post-stay survey
&
Responded to both
Overall Satisfaction
ScoreNPS®
+13.8% +24.2%
What the Winners Do Differently
Understand that the battle is won or lost depending on whether you exceed guest expectations
Find, Report & Fix “Potholes”
SERVICE OPERATIONS PRODUCT
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Improve the Guest Experience
Find Report & Fix Benefits
Operational & Service
Improvements
Better guest experiences
Higher online rankings
Increased ADR & revenue
Guest Experiences
GUEST INTELLIGENCE
Online Reviews
Post-stay surveys
In-stay surveys
Live requests
Messaging
Calls/ Letters
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Eliminate Silos of Guest Insights
• Customizable & tailored for different departments & roles.
• Ex: Housekeeping Manager:- Reviews: Drill down on “Room”
within review sites.- Semantic: Cleanliness Category.- Surveys: View of survey with just
questions related to bedrooms.
• Alerts & reports focus on key action items & priorities.
How to Leverage This Opportunity Now
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Guests Want to Communicate in New Ways
• Messaging is a daily part of life & guests want the convenience of being able to communicate with your hotels in this manner.
• You need to adapt & let guests communicate with your team through the messaging service of their choice.
• A room phone & a receptionist are no longer enough. In fact, a number of new chains are not even putting phones in rooms.
• Hotel mobile Apps can be good for loyalty but limit communication due to the low volume of downloads.
Manage Communications from One Central Hub
*WhatsAppcomingsoon
Guest messages hotel from the channel of their choice.
Sure, Sam is on his way with them!
Can someone bring me clean towels?
Messages are received in the Messaging Hub where you can respond & manage requests.
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Benefits for Guest & Hotel
• Message hotel using SMS, FB Messenger, Line, Viber, WeChat, or WhatsApp (available soon).
• Enjoy a seamless experience with no App to download.
• Leverage one, easy-to-use, central hub to receive and respond to real-time requests from guests, via the service of their choice.
• Identify and resolve problems while guests are still on property, allowing for real-time service recovery.
• Improve response times and service excellence to boost guest satisfaction.
Follow-up on Feedback in Real-time
• Use Case Management to:
- Manage follow-up and ensure effective service recovery.
- Streamline operations.- Increase staff efficiency,
reducing costs.- Drive service excellence.
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Access On the Go Is Critical
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How Savvy Hoteliers Leverage Guest Feedback
Prioritize Improvements by Room Type/Number
• Analyze results by room type on a group level & by room number on a hotel level.
• Can create cases & action more quickly as they know which room the issue relates to.
• Evaluate impact of new refurbishments in specific rooms on guest satisfaction.
Photo courtesy of glh25
In-stay Surveys to Reduce Negative Reviews
• Show a satisfaction question when guest connects to WiFifor first time.
• Can identify the need for service recovery and take corrective action beforeguests check out.
Pop-up on WiFi login
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Decrease the Average Time to Respond to Reviews
• Create cases automatically based on rules:- GM has 48h to respond to
negative reviews.- If no response, after 48h
escalated to customer care centre.
- Applies to 7 key OTAs in 8 languages.
Results after 3 months:
• 8429 cases created, 3892 cases escalated.
• Response ratio increased YOY from 82% to 92%.
• Average response time to reviews dropped from 6.3 days to 3.0 days.
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Booth 104, Hall 10.1
Come Visit Us
Q & A
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Send us a message saying how you think the Guest Messaging Hub would benefit your hotel. The best answer will win an iPhone X.
Enter to Win
