We have recently recently expanded our collaboration with GLH Hotels to help with the brand’s continued quest to deliver unparalleled guest-centered experiences in the industry.
GLH Hotels, London’s largest owner-operator hotel company with 5,000+ hotel rooms, has been using ReviewPro’s Online Reputation Management (ORM) solution for four years. When they saw a demonstration of the latest edition of the Guest Intelligence Suite, which includes Guest Satisfaction Surveys (GSS), and heard how other leading brands were using the insight to make operational and service improvements to drive higher guest satisfaction, GLH felt it was the perfect fit. They decided to replace their existing surveys provider with ReviewPro’s GSS, realizing the benefits of having all guest feedback together in one platform.
The GLH team’s ethos is all about making guests happy, which is reflected in feedback from customers. Since implementing the surveys last month, the hotels have received over 250 staff mentions, one of which said the night manager at the Marble Arch property was a “true hotel legend”. By sharing this feedback with the team, employees are motivated to go that extra mile to exceed guests’ expectations.
In addition, within a week of activating the surveys across all hotels, an important sales lead was generated from a guest’s response to a survey. The guest informed the hotel that they travelled for business, as did lots of people in their company, which resulted in a new corporate account being set up for them.
RJ Friedlander, CEO of ReviewPro commented, “We are extremely pleased that GLH have decided to expand our partnership from just using our Online Reputation product to leveraging our entire Guest Intelligence Suite. Both of our organizations share a passion for exceeding guest expectations and we will continue to work closely together to ensure GLH is focused on the right priorities to positively impact results and revenue. The brand now has one powerful and customizable platform to access more meaningful performance metrics to identify issues, take action and boost overall guest satisfaction.”
Nadine Lee, Value Centre Implementation Manager at GLH hotels commented: “We were looking for a survey tool that was flexible, easy to use and that we could customize to suit our needs. ReviewPro offers the option to receive on-site personalized training on the system and this was one of the key factors in our decision to implement the Guest Satisfaction Surveys. The delivery and knowledge of the trainer during the one-day session exceeded our expectations and the support throughout the survey build enabled us to achieve an extremely smooth implementation.”