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CUSTOMER SATISFACTION

FRONTLINERS NATIONAL TRAINING 2023

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“Quality in a service or product is not what you put into it. It is what the customer gets out of it”

PETER DRUCKER

SAMPLE SLIDE: QUOTE [REMOVE THIS LINE FROM YOUR PRESENTATION]

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WHY CUSTOMER SATISFACTION IS IMPORTANT IN HOTEL INDUSTRY?

It directly affects the overall guest experience, the success and the profitability of the hotel business.

01 Guest Loyalty

02 Reputation (Positive Reviews)

03 Competitive Advantage

04 Staff Morale

The reason:

Guest Loyalty : When guests have a positive experience at a hotel, they are more likely to return for future stays. This is especially true if they feel valued and appreciated by the hotel staff. Repeat business is vital in the hotel industry as it can provide a steady stream of revenue, helping to ensure the hotel's long-term success. Consistently excellent customer service can build loyalty among guests, encouraging them to return to the hotel for future visits. Repeat business is vital in the hotel industry as it can provide a steady stream of revenue, helping to ensure the hotel's long-term success.

Reputation : Providing excellent customer service can help establish a positive reputation for the hotel, encouraging more people to stay and generating positive reviews and recommendations. Satisfied guests are more likely to leave positive reviews online and recommend the hotel to others. Positive reviews can be a powerful marketing tool, attracting new guests and helping to establish a positive reputation for the hotel.

Competitive Advantage : The hotel industry is highly competitive, and providing exceptional customer service can help set a hotel apart from its competitors. It can create a unique selling point that can attract more guests and improve the hotel's bottom line.

Staff morale : Providing excellent customer service and seeing guests leave satisfied can be a source of pride for hotel staff. This can boost staff morale, leading to better job performance and lower turnover rates.

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GRI

[Global Review Index]

GRI is used as a benchmark for reputation management efforts that based on review data that collected from online travel agencies and review sites.

Global Review Index

Classifications:

Positive : 80% - 100%

Neutral : 60% - 79%

Negative : 59% or lower

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INCREASE THE BOOKINGS

HIGHER PRICE

WHY GRI CAN IMPROVE HOTEL REVENUE

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BETTER ONLINE VISIBILITY

LOWER MARKETING COSTS

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Increased bookings: A hotel with a high GRI score is more likely to receive bookings from customers who are looking for a hotel with a good reputation. This can lead to increased occupancy rates and revenue.
Higher prices: Customers are often willing to pay more for a hotel with a good reputation for customer satisfaction. This can allow hotels to charge higher prices and increase revenue per room.
Better online visibility: Hotels with a high GRI score are more likely to appear at the top of search results on online travel agencies and other booking websites. This can lead to increased visibility and revenue.
Lower marketing costs: A high GRI score can help to reduce marketing costs, as positive reviews and word of mouth recommendations can attract new customers to the hotel.

In summary, a high GRI score can improve the hotel revenue by increasing bookings, allowing for higher prices, improving online visibility, and reducing marketing costs.

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ENCOURAGE THE REVIEWS

RESPOND TO REVIEWS

ADDRESS THE NEGATIVE FEEDBACK

PERSONALIZE THE SERVICE

HOW TO IMPROVE HOTEL GRI SCORES

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BE INFORMATIVE AND HELPFUL

ANALYZE THE ISSUE, MAKE AN ACTION PLAN AND PROGRESS

Encourage reviews: Encourage satisfied customers to leave reviews on various online platforms. This can help to increase the number of reviews and improve the GRI score. Increase more positive reviews as rating reviews is affected much to GRI scores, increase number of reviews.
Respond to reviews: Respond to both positive and negative reviews promptly and professionally. This shows that you value your customers and are willing to address any concerns they may have. Using ChatGPT to helping
Address negative feedback: Address any negative feedback and take steps to improve any issues that are raised. This can help to prevent similar issues from arising in the future.
Personalize the service: this can help to improve the guest experience and lead to positive reviews. Make sure you are responding to inquiries and addressing any issues promptly and professionally. Also mingle-in upon breakfast, mentions guest name while meet, greet the guest, etc
Be informative and helpful : We have to be aware with guest situation, always offer a help and be informative. Try to not say “NO” to the guest, always offer solutions.
analyze the issue, make an action plan and progress

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REVIEWPRO TOOLS/FEATURE FOR FO & RESERVATION

REVIEWS TRACKING

REVIEWS RESULTS SOURCES

SURVEYS RESPONSES

SURVEYS RESULT BY QUESTION

SEMANTIC RESULTS RECEPTION

SEMANTIC CATEGORIES NEGATIVELY AFFECTED GRI

SEMANTIC MENTIONS FILTER COMPETITION

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REVIEWS → TRACKING

This feature is useful to check all review coming from the online sites and to response all the reviews.

Be reminded that it is MANDATORY to response all neutral and negative respondable reviews (will be counted as management response review score)

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REVIEWS → RESULTS → SOURCES

This feature is useful to check your data broken down by sources and compares it to the previous period. You can see your index per source, your total number of reviews per source and the percentage of positive and negative semantic mentions in the reviews received from each source.

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SURVEY → RESPONSES

This feature is useful to see a summary of the number of responses you have received within your selected date range, the percentage of these responses that you have responded to as well as any open tickets.

Be reminded that it is MANDATORY to response all post-stay responses.

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SURVEY → RESULT BY QUESTIONS

On this page, you can see the results of the answered surveys, specified by question.

You may use filter to see specific questions and details for your Department.

You will notice that in most of the widgets of this page the name of the establishments, names of departments, room number, and guest name are clickable. By clicking on these you can drill down to more specific information regarding that datapoint.

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SURVEY → RESULT BY QUESTIONS

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SEMANTIC → RESULT → RECEPTION CATEGORIES

This feature is useful to see a summary of the mentions related to reception. You may see the number of total mentions, total positive and negative mentions and also you are able to click behind the number that will directed you to the mention details.

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SEMANTIC → CATEGORIES NEGATIVELY AFFECTED GRI

This widget on your Reviews Dashboard shows you the semantic categories that have the highest negative impact on your GRI™ and by how much. It is the same widget that you will find on your Semantic Dashboard.

This widget’s information provides you with the most frequent reason (s) that are negatively impacting your GRI. Each category is also clickable showing you how many positive and how many negative mentions there are

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SEMANTIC → MENTIONS → FILTER COMPETITION

It’s important to know where your strengths and weaknesses are, but it’s equally as important to know those of your competitors. You can keep an eye on what guests say about your competitors, by monitoring the Semantic > Mentions page.

Once you access Semantic > Mentions, click on Filters. A new window will open where you can select whose mentions you want to see: yours, all your competitors, a specific competitor or you and your competitor(s).

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SEMANTIC → MENTIONS → FILTER COMPETITION

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THANK

YOU