6 Ways to Improve the Guest Experience and Online Reputation in 2023

For the duration of ReviewPro’s new webinar, Applying 2022 Info for 2023 Scheduling, Danica Smith, Director of Product Engagement, shared guidelines and insights for utilizing the newest overview facts to improve the guest practical experience and online status.

At ReviewPro, by way of examining the data in our most up-to-date World wide Hotel Evaluate Benchmark report and conversing with our shoppers, we’ve realized that guest fulfillment is not where it was in advance of the pandemic. We know that occupancy prices and common daily costs (ADR) have been bigger, which is fantastic, but with fewer workers on residence there is an operational hole across the accommodation sector.

The Rise of Damaging Evaluations

The rise of negative reviews in Q3 2022

Sadly, that’s obviously obvious when we search at the evaluate information. We’ve observed a increase in destructive scores and mentions in evaluation feedback. The pattern is obvious throughout assessment resources, from Booking.com to Tripadvisor, and throughout lodging types, from 5-star beach resorts to three-star airport accommodations.

What is Hurting the Guest Knowledge?

So let’s realize why. Regretably, not all factors were less than the management of hoteliers. The summertime of 2022 rated amongst the best on history in some countries. So it is no shock that just one of the principal drivers of detrimental reviews was issues with air conditioning.

Hottest summer on record

In our assessment of guest sentiment in opinions from our information established of 7,500 hotels, we noticed adverse traits in three principal types in Q3 2022:

  • Room. This classification had the biggest destructive impact on the World wide Assessment Index™ (GRI™), driving it down by 2.5 details. Keep in mind that each a person-point boost in the GRI™ can guide to an maximize in ADR of up to .89%, in occupancy of up to .54%, and in RevPAR (revenue per out there place) of up to 1.42%, according to study from Cornell College.
  • Cleanliness. Cleanliness is also very crucial to travelers, in particular considering that the outbreak of the pandemic. However, grievances about cleanliness drove down the GRI™ by 1.9 points in Q3. And that’s predominantly due to housekeeping recruitment difficulties, which are going on across the sector.
  • Institution. Some houses are outdated and in require of renovation, and it’s displaying up in on line testimonials. The fantastic information is hoteliers now have proof to present owners why money investments and home upgrades need to be a precedence.

How to Enhance the Visitor Expertise & Online Standing in 2023

Drawing from more investigation of Q3 info, right here are six locations to concentrate on in 2023 to make improvements to the guest practical experience and on the internet popularity.

1. Emphasis on Improved Lodge Meals & Beverage Activities

The F&B experience matters at hotels
What is interesting to us at ReviewPro is the increase of foodstuff & beverage in shaping guest sentiment. F&B was the most talked about group throughout the visitor experience in Q3 2022, accounting for practically 15% of overall mentions.

Having said that, there is a adverse trend when we look at sentiment to 2019. So it’s important that personnel understands what’s driving constructive mentions in the F&B section, what is triggering destructive mentions, and what you want to do operationally to increase good sentiment.

A person area to look at is technologies. For case in point, a electronic dining answer can bring phenomenal effects. Immediately after 1 ReviewPro consumer applied a QR code in guestrooms to guidance home company, 96% of all area assistance orders ended up placed digitally, a full of 280 orders for each 7 days. In 3 months, the lodge experienced doubled its F&B earnings from the earlier yr.

2. Cut down Queues and Wait Instances at Every single Phase of the Visitor Journey

Reduce queues and waiting time
A different issue location we determined is queues. Attendees are having to hold out in line and on keep and are not receiving responses to queries. Resorts simply cannot afford to get bad testimonials these times, specifically thinking of that evaluation volume is continue to very well under pandemic periods.

So once again, you have to prioritize what you can do strategically and operationally to eradicate these kinds of issues and soreness points. 1 region to look for options is automation. For instance, you can noticeably lower queue instances by introducing a chatbot to react to frequently requested issues. For a person of our clientele, a lodge group with 30 properties, 68% of guest queries were all the exact 8 concerns. What time is breakfast? How considerably is the airport? Do you have Wi-Fi?

With less employees on assets, is answering the exact inquiries in excess of and above a very good use of staff’s time? Why not use automation to assist streamline housekeeping and servicing requests, making sure that the suitable ask for goes to the suitable office and is acted on in authentic time in the suitable way.

An additional way to reduce queues is to offer you on-line verify-in and test-out. Following just one of our consumers applied a electronic look at-in resolution, friends who made use of the provider gave 2.8% greater scores for the arrival knowledge. It also assisted enhance general rankings by 4.2%. Don’t forget how better review scores can affect your RevPAR!

Think about how you can harness technologies to provide a frictionless experience that drives good opinions. We shouldn’t be fearful to use automation for visitor-experiencing duties. It is surely not heading to replace workforce. It’s there to totally free personnel up to aim on what genuinely matters – the visitor practical experience.

3. Use Excellent Service to Raise Evaluation Scores

deliver excellent service and improve the guest experience
When inns leverage technological innovation in the ideal way, it positively impacts name and the visitor encounter. From our semantic analysis of assessment responses in Q3 2022, we know that mentions in testimonials linked to company, attitude, and personality rose in the quarter. If you can apply a chatbot, for illustration, to totally free up the receptionist from possessing to say what time breakfast is 50 times a day and as a substitute offer a far more elevated level of service, that will filter into beneficial testimonials.

4. Invest in Your Staff and Reap the Positive aspects
One particular of our clientele, Aquaria Natal Resort in Brazil, invested heavily in its personnel all through the pandemic, rolling out inventive initiatives like treatment baskets for team customers, medical coverage, and aid for mental wellbeing to support make sure staff were pleased and motivated. How these initiatives trickled via to guest testimonials was phenomenal. The house went from the #59 placement in its area on Tripadvisor to the #1 placement. It also elevated ADR by 55% all through the very same period of time.

At ReviewPro, we’re obsessed with the visitor experience. We firmly imagine that “happy team equals content visitors.” Not only do hoteliers want to glimpse at technological know-how remedies to increase the visitor working experience, you also need to look at how technological innovation can ease stress details for personnel and keep them enthusiastic, joyful, and faithful.

5. Get Ready for Additional Enterprise Tourists

Business travel is back
Business travel is coming again! Motels that want to welcome extra company vacationers subsequent 12 months must bear in mind how different visitor segments have distinctive demands. It’s important to seem at ratings and comments in every guest segment to recognize what distinctive sorts of tourists expect and how their wants may have transformed considering that the pandemic. For enterprise travelers in particular, motels must concentrate on feedback relevant to benefit perception, room high quality, and establishment.

6. Glance for Correlations in Info

What does this signify for following yr? We also require to search at correlations. This implies:

  • Measure & watch. Make facts-driven conclusions throughout the business. Continuously measure the results and adapt as wanted.
  • Have an understanding of the influence. For illustration, how does your world-wide-web chat service effect your Internet Promoter Rating (NPS)? And how does electronic dining impression the all round visitor working experience?
  • Join the dots. For instance, company who engage with upsell initiatives are more probable to have a bigger NPS. And visitors who use on-line test-in are more most likely to return.

For much more knowledge and insights, indication up to receive your no cost copy of the Q3 2022 International Lodge Evaluate Benchmark:

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