Guest Intelligence, what your hotel needs to know
Posted: Sat Dec 07, 2024 9:18 am
Andres Romero
CEO and Project Manager
August 13, 2016
Being a hotelier is a tough job, dealing with multiple departments and constantly emerging issues. From reservations to check-ins, housekeeping, revenue and guest well-being, the pressure never stops to ensure your property is performing at its best. With your constant focus on hotel operations, it can be difficult to identify potential shortcomings when it comes to delighting guests – known as “Guest Intelligence”. But what is Guest Intelligence ?
The 2015 TripBarometer report, released two weeks ago by TripAdvisor, showed that “60% of hotels will invest more in tools to manage their online reputation compared to germany email address the previous 12 months .” So if your property is not actively monitoring its online reputation and leveraging Guest Intelligence to make the necessary operational and service improvements, you could lose bookings to hotels that already do so.
Table of Contents [ Hide ]
1 What is “Guest Intelligence”?
2 Why are online reviews so important for your hotel?
3 How does “Guest Intelligence” help manage a hotel’s online reputation?
4 Ignoring guest comments is a thing of the past
5 Hotels must invest in Online Reputation Management
What is “Guest Intelligence”?
Guest Intelligence is the in-depth analysis of online reviews and satisfaction survey data – including both in- and post-stay surveys – to provide detailed insight into what your guests like and dislike – and determine how to improve service at your property. By collecting and analysing this feedback, you no longer have to guess what actions will improve future guests’ stays. You simply view in a single, simple interface which specific areas or departments are performing and which need improvement. This makes it easy to identify operational and service improvements needed to increase guest satisfaction.
Why are online reviews so important for your hotel?
“89% of global travelers consider online reviews important when making a booking.” Swift.
“53% of travelers will not book a hotel that has no reviews.” Hotelmarketing.com
“78% of consumers trust recommendations, while only 14% trust advertisements.” Pew Statistics.
“When looking for a stay on TripAdvisor, 80% of respondents [in a 2014 TripAdvisor survey] read at least 6 to 12 reviews before making a decision, and they are most interested in recent reviews because they provide the most up-to-date feedback.” Hotelmarketing.com
The Global Review IndexTM (GRI – ReviewPro’s exclusive online reputation score, used by thousands of hotels worldwide as a benchmark for online reputation management) requires a minimum of 25 guest reviews to rank a hotel’s overall reputation and competitive position.
CEO and Project Manager
August 13, 2016
Being a hotelier is a tough job, dealing with multiple departments and constantly emerging issues. From reservations to check-ins, housekeeping, revenue and guest well-being, the pressure never stops to ensure your property is performing at its best. With your constant focus on hotel operations, it can be difficult to identify potential shortcomings when it comes to delighting guests – known as “Guest Intelligence”. But what is Guest Intelligence ?
The 2015 TripBarometer report, released two weeks ago by TripAdvisor, showed that “60% of hotels will invest more in tools to manage their online reputation compared to germany email address the previous 12 months .” So if your property is not actively monitoring its online reputation and leveraging Guest Intelligence to make the necessary operational and service improvements, you could lose bookings to hotels that already do so.
Table of Contents [ Hide ]
1 What is “Guest Intelligence”?
2 Why are online reviews so important for your hotel?
3 How does “Guest Intelligence” help manage a hotel’s online reputation?
4 Ignoring guest comments is a thing of the past
5 Hotels must invest in Online Reputation Management
What is “Guest Intelligence”?
Guest Intelligence is the in-depth analysis of online reviews and satisfaction survey data – including both in- and post-stay surveys – to provide detailed insight into what your guests like and dislike – and determine how to improve service at your property. By collecting and analysing this feedback, you no longer have to guess what actions will improve future guests’ stays. You simply view in a single, simple interface which specific areas or departments are performing and which need improvement. This makes it easy to identify operational and service improvements needed to increase guest satisfaction.
Why are online reviews so important for your hotel?
“89% of global travelers consider online reviews important when making a booking.” Swift.
“53% of travelers will not book a hotel that has no reviews.” Hotelmarketing.com
“78% of consumers trust recommendations, while only 14% trust advertisements.” Pew Statistics.
“When looking for a stay on TripAdvisor, 80% of respondents [in a 2014 TripAdvisor survey] read at least 6 to 12 reviews before making a decision, and they are most interested in recent reviews because they provide the most up-to-date feedback.” Hotelmarketing.com
The Global Review IndexTM (GRI – ReviewPro’s exclusive online reputation score, used by thousands of hotels worldwide as a benchmark for online reputation management) requires a minimum of 25 guest reviews to rank a hotel’s overall reputation and competitive position.