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• Gain insights into why guest requests are going unanswered and learn how to fix it.
• Automate cases to help exceed guest expectations.
• Improve management response time by harnessing automation.
• Uncover maintenance issues and resolve with efficient and easy case management rules.
Agenda – Automation is The Secret Ingredient
The Need For Automation
The New Traveler Mindset
Guest Have New Priorities & Concerns
• Safety – protection from the virus, provide trust and security
• Escape – personal space, privacy, relaxation, recovery
• Value – affordability, value of money, exceed guest expectations
Technologies Being Considered by Hoteliers Post-CV-19
0,81%
1,01%
10,75%
16,02%
19,68%
21,10%
25,76%
28,40%
32,66%
49,29%
50,51%
All Tech Already in Use
Unsure
AI-powered technology
Chatbots
Automation tools
No considering any
In-room technology
Guest experience management tools
Mobile key
Guest messenging
Mobile/Self-Service
Operational Life Post-COVID-19
• Less staff, less languages, less time
• Need to maximise incremental revenue streams
• Market opting towards automated and touchless technology – social distancing for staff and guests
• Flexibility and adaptation is key
• Clear and efficient communication is more important than ever:
- Ensuring new laws and regulations are met
- Housekeeping protocols and practices
- In-stay guest requests & service recovery
- Safeguard online reputation
From High Touch to No Touch
“We used to be known for the human touch - but now we're all about no touch at all."
Rudy Tauscher, General ManagerFour Seasons New York
Watch here our webinar From High Touch to No Touch: Transforming the Guest Experience Post COVID-19.
Management of ReviewPro
• Get all staff obsessed with guest feedback throughout the business.
• Make guest satisfaction the primary goal of all major business decisions and strategies.
• Set up workgroups to ensure relevant views, reports and cases are created to the relevant user;
- Revenue view to understand perception of value
- Housekeeping case for all cleanliness issues
- Maintenance to ensure room issues are fixed
Create the Right Culture
Workgroups, Views & Reports
• 1,010 active users across 30 hotels
• 1,098 individual / custom reports are sent weekly to each user
Read here how to create workgroups Read here how to manage reports
• Direct relationship between engagement of ReviewProusers and clients that have ACM.
• ACM ensures engagement at property level, including maintenance and housekeeping teams.
• ACM is key to laying down the right foundations for future guest messaging/ chatbot etc.
How Engaged Is Your Staff?
Optimtize Flow Of Information
1.2.3.
1.
2.
3.
Using ACM Post Covid 19
How Case Management Is Used
• It is crucial to action guest feedback quickly and efficiently in order to meet guest expectations.
• Timely resolution of issues that negatively impact guests’ stay is vital to protect online reputation.
• Can help to define new service level agreements, SOPs, escalation rules & track KPIs, providing visibility, clear communication and accountability.
• Provides flexibility to ensure hotels adapt to changing demands of Post COVID 19 world
Case Management Post COVID 19
1Guest provides feedback to the hotel, via a survey, guest message or online review.
2 Based on rules, a case is assigned automatically to the relevant team member.
3 Management is alerted about any overdue tasks to ensure internal service standards are met.
Increase Efficiency with Automation Rules
• Set your own rules that will generate cases automatically based on specific guest feedback.
• Create rules across online reviews, surveys and messages to reflect your internal processes & organization workflow.
• Assign specific actions for specific feedback to relevant staff.
• Capture live requests received from guests while on property or feedback from staff not related to reviews or surveys.
Read here how to create automation rules
Deal With Guest Feedback On Property
• Check in with guests during their stay using in-stay surveys.
• Detect and eliminate any potential frustrations before they check out.
• Helps improve satisfaction & reduce negative online reviews.
• Short and simple for the guest to fill out and send
Read more about in-stay surveys here
Maximize Staff Resource & Prioritize Action
• Visibility of all cases, including the deadline for completion.
• Use tagging, root cause & resolution to identify trends & key areas of concern.
• Use quick cases to pre-populate fields and create a case in seconds.
• Streamline operations and improve service recovery.
• Easily manage internal communications, providing visibility of case history and communication.
Read more here on how to successfully set up Auto Case Management.
Track Performance Over Time
• Access detailed reporting at the hotel & group level.
• Visualize performance across case type, source, workgroups & team members.
• Analyze case volume, time to close case, root causes and resolutions to quantify what is impacting the guest experience.
Read more here on how to track your performance
Streamline Operations & Save Resources
• 6,200 instances of an ‘unresolved maintenance’ since Sept 1st.
• 444 cases manually created – which could be automated and reported on.
Automate Workflows Using Guest Feedback
Guest highlighted thatmaintenance need wasrequired in room and transferred to a case
Case is now with themaintenance team to review response, applythe fix and close the case
Success Stories
Management Response Improvements
Improve Online Reputation with In-Stay Strategy
• Corinthia Hotels Improved their online reputation by responding to 92% of guest requests in less than one hour.
- A 2.3% increase in the Service Index
- 92.5% within the first hour
- 100% resolution rate
- A 1% increase in the Global Review IndexTM
Summary
• Increased level of guest feedback (pre, during and post stay) is too much to manage manually. Automating your workflows ensures guests requests and issues are resolved.
• Process your feedback according to your operational standards in real time to increase staff efficiency and reduce costs.
• Protect yourself against negative reviews by guaranteeing service recovery and driving service excellence.
Key Takeaways – ACM Throughout The Guest Journey
Some Exciting News!
Guest Experience Automation ™
Discover our launch offer here
