December 4, 2022

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

For the duration of ReviewPro’s recent webinar, Employing 2022 Details for 2023 Setting up, Danica Smith, Director of Solution Engagement, shared tips and insights for working with the latest evaluate info to increase the visitor expertise and on the internet popularity.

At ReviewPro, by analyzing the information in our most current World wide Hotel Evaluation Benchmark report and speaking with our customers, we’ve realized that visitor gratification is not wherever it was ahead of the pandemic. We know that occupancy rates and average everyday premiums (ADR) have been greater, which is fantastic, but with much less staff members on property there is an operational gap throughout the accommodation sector.

The Increase of Adverse Opinions

The rise of negative reviews in Q3 2022

Regrettably, which is manifestly obvious when we glance at the review information. We have noticed a rise in damaging scores and mentions in evaluation comments. The pattern is evident across assessment resources, from Booking.com to Tripadvisor, and throughout accommodation types, from five-star beach resorts to three-star airport accommodations.

What is Hurting the Guest Encounter?

So let us recognize why. Unfortunately, not all elements were being under the control of hoteliers. The summer time of 2022 rated amongst the hottest on report in some international locations. So it’s no surprise that a single of the key motorists of destructive responses was problems with air conditioning.

Hottest summer on record

In our assessment of guest sentiment in reviews from our information established of 7,500 accommodations, we observed damaging trends in a few key classes in Q3 2022:

  • Space. This category had the greatest destructive affect on the Worldwide Overview Index™ (GRI™), driving it down by 2.5 points. Bear in mind that every one-position maximize in the GRI™ can lead to an raise in ADR of up to .89%, in occupancy of up to .54%, and in RevPAR (revenue for every accessible space) of up to 1.42%, in accordance to research from Cornell University.
  • Cleanliness. Cleanliness is also extremely critical to travelers, primarily considering the fact that the outbreak of the pandemic. Sad to say, grievances about cleanliness drove down the GRI™ by 1.9 details in Q3. And that’s predominantly due to housekeeping recruitment concerns, which are occurring across the marketplace.
  • Institution. Some qualities are out-of-date and in have to have of renovation, and it’s displaying up in on-line evaluations. The fantastic information is hoteliers now have proof to display proprietors why money investments and assets upgrades have to be a precedence.

How to Increase the Guest Expertise & Online Standing in 2023

Drawing from even more investigation of Q3 details, right here are six places to concentration on in 2023 to enhance the guest knowledge and on the internet track record.

1. Aim on Superior Resort Foodstuff & Beverage Experiences

The F&B experience matters at hotels
What is intriguing to us at ReviewPro is the increase of food & beverage in shaping visitor sentiment. F&B was the most pointed out category throughout the visitor knowledge in Q3 2022, accounting for virtually 15% of total mentions.

Having said that, there is a damaging pattern when we assess sentiment to 2019. So it is essential that personnel understands what is driving favourable mentions in the F&B division, what is causing unfavorable mentions, and what you require to do operationally to strengthen beneficial sentiment.

A person place to appear at is technological innovation. For example, a digital eating alternative can provide phenomenal outcomes. After a person ReviewPro customer executed a QR code in guestrooms to help place services, 96% of all room assistance orders had been put digitally, a whole of 280 orders for each week. Within just a few months, the hotel had doubled its F&B earnings from the past calendar year.

2. Cut down Queues and Wait around Situations at Just about every Phase of the Guest Journey

Reduce queues and waiting time
Yet another trouble region we determined is queues. Visitors are possessing to hold out in line and on maintain and are not acquiring responses to queries. Motels just cannot pay for to obtain lousy reviews these times, in particular thinking about that critique quantity is however very well underneath pandemic occasions.

So yet again, you have to prioritize what you can do strategically and operationally to get rid of these types of troubles and ache factors. A single space to search for solutions is automation. For example, you can significantly reduce queue periods by introducing a chatbot to reply to frequently requested inquiries. For just one of our consumers, a lodge group with 30 homes, 68% of visitor queries have been all the exact same eight concerns. What time is breakfast? How significantly is the airport? Do you have Wi-Fi?

With less workers on property, is answering the exact same concerns over and in excess of a superior use of staff’s time? Why not use automation to assist streamline housekeeping and upkeep requests, earning absolutely sure that the right ask for goes to the suitable division and is acted on in actual time in the appropriate way.

Another way to reduce queues is to offer you on the internet look at-in and examine-out. Soon after just one of our clientele carried out a digital verify-in option, visitors who utilized the company gave 2.8% bigger scores for the arrival working experience. It also served increase over-all ratings by 4.2%. Don’t forget how higher evaluation scores can effects your RevPAR!

Feel about how you can harness know-how to give a frictionless expertise that drives beneficial assessments. We shouldn’t be concerned to use automation for visitor-going through jobs. It’s undoubtedly not going to replace personnel. It’s there to absolutely free team up to concentrate on what genuinely matters – the visitor expertise.

3. Use Excellent Services to Improve Assessment Scores

deliver excellent service and improve the guest experience
When accommodations leverage technologies in the proper way, it positively impacts status and the guest encounter. From our semantic analysis of assessment reviews in Q3 2022, we know that mentions in reviews related to service, mind-set, and personality rose in the quarter. If you can carry out a chatbot, for instance, to absolutely free up the receptionist from having to say what time breakfast is 50 occasions a day and rather present a extra elevated stage of service, that will filter into beneficial critiques.

4. Commit in Your Staff and Experience the Positive aspects
One of our shoppers, Aquaria Natal Hotel in Brazil, invested heavily in its team throughout the pandemic, rolling out imaginative initiatives like care baskets for workforce members, healthcare protection, and help for psychological wellbeing to assistance be certain team were being satisfied and inspired. How all those initiatives trickled as a result of to visitor opinions was phenomenal. The assets went from the #59 placement in its area on Tripadvisor to the #1 posture. It also elevated ADR by 55% during the identical period.

At ReviewPro, we’re obsessed with the visitor practical experience. We firmly imagine that “happy team equals joyful visitors.” Not only do hoteliers have to have to glance at know-how solutions to enhance the guest knowledge, you also want to glance at how engineering can ease pressure details for personnel and continue to keep them enthusiastic, joyful, and loyal.

5. Get All set for Extra Organization Vacationers

Business travel is back
Organization journey is coming back again! Inns that want to welcome additional business enterprise travelers future 12 months must bear in mind how distinctive guest segments have various desires. It is essential to glance at rankings and responses in every visitor phase to have an understanding of what different sorts of vacationers anticipate and how their requirements may well have changed due to the fact the pandemic. For small business travelers in unique, resorts must concentration on comments similar to benefit perception, home top quality, and establishment.

6. Glance for Correlations in Data

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

  • Measure & observe. Make details-pushed conclusions across the company. Consistently evaluate the final results and adapt as desired.
  • Recognize the effect. For instance, how does your web chat service impression your Net Promoter Score (NPS)? And how does electronic eating affect the in general guest experience?
  • Hook up the dots. For case in point, company who have interaction with upsell initiatives are a lot more likely to have a higher NPS. And guests who use on the net test-in are more probable to return.

For additional data and insights, sign up to acquire your free of charge duplicate of the Q3 2022 Worldwide Lodge Critique Benchmark:

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