Guest Revie
ws&
The Hotel Indust
ry
The Common Practice• Questionaires
• Online Review Sites
• Face To Face Interaction
Are They Really Effective ??
WHY ?
LimitationsCan Respond To Reviews
But Not Change Them
• Guests Provides Negative Review
• Manager Apologizes
• Unhappy Guests Remain Unhappy. (Apology No Effect)
Limitations Cont’dReviews Are Never
Received By Management
• Hotel Staff Receives Negative Review From Guest
• Hotel Staff Does Not Forward Review To Managers
• Managers Remains Clueless
Clueless Management
• Not Hearing To All There is To Hear
• Managers Won’t Know Their Guest Well Enough.
• If Managers Don’t Know, How Can Improvements Be Made ??
Other Limitations• Inability To Act In Time
• Inability For 1 on 1 Interaction Between Guests and Managers
• Rating Sites Like TripAdvisor Links To OTA Sites Instead Of Individual Hotel’s Booking Sites. (Loss Of Revenue)
Guest Review - A New Approach
Example: The ECO Tool • The Ability To Act In Time
• Responding To Guest Needs On Site
• Guests Leave The Hotel Happier
Guest Review - A New Approach
Example: The ECO Tool
Skips The Middle-Man. Reviews/Feedbacks Goes Straight To
Management
Opens A 1 on 1 Communication Channel With Guests
Talk Directly To Unhappy Guests
Guest Review - A New Approach
Example: The ECO Tool Guest Receive Rewards For
Feedback.Example: Discount On Next Visit
Encourages Direct Bookings With Hotel. Eliminates OTA Sites
Personal Experience - The Final Outcome
• Overall Increase In Positive Guest Reviews.
• Management Knows Each Individual Guest Better
• Increase Revenue For Hotel Due To Increase In Direct Hotel Bookings
