Germany: GBI’s SMARTments brand has partnered with ReviewPro with the aim of improving the guest experience and securing repeat business from corporate clients.
The group has a large volume of corporate accounts and is employing the ReviewPro Guest Satisfaction Survey (GSS) solution with PMS filters to ensure a deeper understanding of this segment and make the operational and service improvements needed to increase repeat bookings. It is also employing the Online Reputation Management (ORM) solution to monitor online reputation and set correct expectations for guests.
“One of the reasons we changed to ReviewPro was the PMS filters functionality,” said Sophie Finck, revenue and reservation supervisor. “It is vital to ensure that we are meeting the needs of our corporate clients and the PMS filter enables us to view their feedback, where they stayed, and for how long, alongside their reviews and ratings. This helps us to continue to meet their needs, securing loyalty and repeat business.”
The PMS filter integration offered by ReviewPro means that SMARTments can filter post-stay survey results by guest type, apartment type, as well as revenue data such as total revenue or apartment rate. Being able to segment survey results for corporate clients enables a deeper understanding of what their specific needs are, make the improvements they require, and help to increase repeat bookings and secure of large contracts.
The brand is using ReviewPro’s In-stay Guest Satisfaction Survey to check in with guests and during their stay. This allows staff to quickly react to any guest needs or issues while they are still in the apartment and is a crucial tool especially in the absence of on-site staff for the guest to turn to.
ReviewPro is also helping the brand to overcome the business challenge of setting expectations correctly in a non-traditional hotel environment. By monitoring online reviews, the brand can ensure they set expectations correctly by aligning their marketing message with the experience of the guests.
“Monitoring guest feedback continues to be the most efficient way of checking whether you are meeting guest expectations for all different property types within the hospitality industry,” said RJ Friedlander, CEO of ReviewPro. “The serviced apartments sector is booming, and we are happy to be supporting SMARTments with their consolidation and expansion as the brand continues to grow.”
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