How Corinthia Hotels Clocks a 92% Response Rate in Under an Hour

As a brand that is the epitome of 5-starluxury, guest experience is a prime concern, so Corinthia puts great value upon anticipating the needs of guests in a seamless manner. Service level is of paramount importance, as well as having away of intercepting any issues well before unnecessary escalation or risk of negatively affecting online reputation.

The Solution

Corinthia Hotels has been using ReviewPro’s online reputation (ORM) tool since 2011and bases their company KPIs related to guest satisfaction on the Global Review Index™ (GRI). In 2017, the decision was made to employ Guest Satisfaction Surveys (GSS) to collect guest feedback while guests were on-property and to leverage Auto Case Management (ACM) to ensure prompt follow-up. The combination of GSS and ACM has allowed Corinthia Hotels to establish internal service guidelines to ensure service recovery and resolve any operational or service issue that could negatively impact a guest’s stay. It also means that they gain insight into specific requests or needs of guests and are able to quickly respond. These tools and processes enable the legendary hotel group to more consistently deliver the exceptional service expected by their discerning guests in a timely and seamless manner.

Corinthia Hotels has significantly improved their already high levels of service and further increased guest satisfaction. Managing the guest experience process in amore meticulous way has had its payoffs, both for guests and for the hotel group. By successfully implementing ReviewPro’s cloud-based software tools, defining and automating processes, and getting the teams more involved at a property level, Corinthia Hotels has seen an impressive increase in guest satisfaction and the online reputation of their hotels.