2019年将客人满意度提升到新水平的趋势和策略（英文版）_49页_5mb

ReviewPro Webinar Summary: Trends & Strategies for Guest Satisfaction in 2019

Core Content

The webinar "Trends & Strategies for Taking Guest Satisfaction to the Next Level in 2019" by ReviewPro highlights the importance of improving guest satisfaction through modern tools and strategies in the travel industry. It emphasizes the growing volume of guest feedback, the need for integrated data systems, and the role of real-time guest service in enhancing the overall experience.

Main Topics

2019 Global Travel Industry Outlook

• International Visitors: Increased by 6% in 2018.
• 2019 Forecast: Slower growth due to various economic and political factors.
• Challenges on the Horizon:
  • Brexit
  • Slower growth in China
  • Trade wars
  • Strong U.S. dollar
  • End of consecutive growth in the travel industry

Guest Feedback Management

• Review Volume Growth: Increased by 29.6% in 2017 and 20.4% in 2018.
• Feedback Channels: Multiple platforms have emerged for guest feedback, including online reviews, in-stay surveys, and post-stay surveys.
• Response Time Expectations: 82% of consumers find immediate responses important for marketing questions, while 90% find them important for customer service.

Tools & Processes for Guest Experience Improvement

• Guest Intelligence Improvement Suite™:
  • Online Reputation Management
  • Guest Satisfaction Surveys
  • Guest Messaging Hub
  • Case Management
• Integrated Data Systems: Allow for real-time data analysis and quick response to guest issues.
• Automation in Operations Management: Includes alerts, auto-replies, and templates for efficient handling of guest feedback.
• Real-time Guest Service: Enables hotels to address issues immediately during the guest's stay, improving satisfaction and loyalty.

Key Strategies

• Combining Online & Offline Data: Provides a comprehensive view for operational improvements.
• Automated Case Tools: Enhance efficiency and accountability across departments.
• In-stay Surveys: A growing trend to directly impact guest satisfaction during their stay.
• Personalized Surveys: Tailor questions based on guest behavior and stay details to gather actionable insights.
• Data-Driven Improvements: Use feedback to prioritize changes in the organization.

Case Study: Corinthia Hotels

• Real-time Guest Service Implementation:
  • Arrival emails after check-in
  • Dedicated response team
  • Response within two hours
  • Escalation process if not resolved in time
• Results in Three Months:
  • 100% resolution rate
  • 92.5% of guest requests resolved within one hour
  • 2.3% increase in Service Index
  • 1% increase in Global Review Index™

Guest Satisfaction Surveys

• Dynamic Surveys: Based on PMS data to make the guest experience more personalized.
• Survey Examples:
  • Did you enjoy the benefits of being a Gold Member of our loyalty program?
  • Having dined in our Brasserie Restaurant, how would you rate the experience?
  • As a corporate guest, how would you rate the room from the perspective of design and comfort?
  • Would you be more inclined to use our Food & Beverage facility if we had a high street brand associated or a specific branded product?

F&B Improvements

• Feedback-Driven Decisions: Surveys identified that guests weren't using F&B outlets, leading to targeted improvements.
• Healthy Breakfast Options: Feedback was gathered to assess awareness and satisfaction with new options.
• Trial and Rollout: Based on feedback, new concepts were trialed and decisions made on their implementation across the group.

Real-time Guest Service

• Technology Integration: Enhances connection and meets evolving guest expectations.
• Luxury Definition: Luxury is defined by personalized, high-quality service that feels bespoke to each guest.

Polls & Engagement

• Poll 1: Identified that keeping on top of guest feedback, managing multiple systems, and resolving guest issues are major challenges.
• Poll 2: Guests communicate with staff through various means, including calling, messaging, in-stay surveys, and chatbots.

Key Takeaways

1. Combine online and offline data to drive product, service, and operational improvements.
2. Consider an automated case tool to enhance efficiency and accountability.
3. In-stay surveys are a key trend for directly impacting guest satisfaction.
4. Personalize surveys to reflect the personalized guest experience.
5. Use the data to prioritize improvements in the organization.

Panelists

• Daniel Craig, Founder of Reknownd
• Brian Pratt, Chief Officer – Distribution, Technology & Innovation at Corinthia Hotels
• Neil James, VP of Global Customer Success at ReviewPro