We all know that great guest experiences and superior guest service are rewarded with positive rankings on OTAs and reviews sites.
In the niche of luxury hotel accommodation, the competition is fierce, and brands have a lot resting on staying at the top. When working at this level, the difference between great service and excellent service can sometimes be subtle, after all, luxury hotels are often operating in the same location, with the same level of amenities.
So, what really separates great service from service excellence in luxury hotel accommodation?
“In luxury hospitality, you may offer more or less the same amenities and room standards as other hotels or even be located in the same city, so at the end of the day it’s making the total experience from A to Z special that really makes the difference. That is what the combination of ReviewPro tools helps us to do.” Marcus Christiansen, Director of Operational Excellence, Minor Hotels.
Many times, it is as simple as being able to detect and resolve issues while guests are still on property. Guests who have a need or a problem and have it resolved while still at the hotel show much higher levels of satisfaction even than guests who had no issues at all. Often, it’s as simple as having a successful touchpoint with a guest who otherwise wouldn’t have had any contact with staff.
In our latest case study, we see how Minor Hotels have woven guest experience into the very fabric of their training and onboarding at brand level. Staff members are trained on the basis of monitoring and responding to guest’s feedback, and this shows in the great results they have experienced since using ReviewPro’s guest intelligence solutions.