Unforgettable hospitality is the core of glh Hotels, and the company delivers on this promise by putting guest experience at the heart of everything it does and empowering staff members to provide outstanding experiences. glh stands for Great London Hospitality. The brand creates moments to remember by uniting passionate people and incredible locations to host the best London experience possible. glh boasts 5,000+ rooms in 17 iconic locations.
glh Hotels
•
UK
How One Hotel Brand Puts Guest Experience at the Heart of Its Business
UK
Area of operation
17
Number of properties
5000+
Number of rooms
glh Hotels leveraged ReviewPro to enhance guest experience, achieving a 90%+ response rate to guest feedback. By utilizing data-driven insights, the company improved service delivery, made strategic decisions, and empowered staff to exceed guest expectations.
Solutions implemented
Infrasys POS
Reviewpro Reputation
Iceportal Content
Shiji Platform
Daylight PMS
Meridian Experiences
Horizon Distribution
Astral Payments
Twilight Data + AI
The Client
Staff Engagement
glh operates 17 hotels and has an impressive 831 active users of ReviewPro. Management feels that this level of involvement is essential to ensuring that all staff feel part of shaping the guest experience. For example, all members of staff from housekeeping to maintenance are shown guest survey questions and given the opportunity to provide input before surveys are sent to guests.
Everything we do is intended to make life easier for our front-of-house teams, so they can spend more time with customers and deliver a great customer experience. ReviewPro helps us do that.
It is essential that (staff) see their job as part of a bigger whole at the brand level, and that they have an active and valuable part in our mission –helping to exceed guest expectations.
-Nadine Lee, Group Guest Service Manager at glh Hotels
The Right Tools
To harness the full power of Guest Intelligence, glh Hotels uses ReviewPro’s Guest Experience Improvement Suite™, a combination of three powerful solutions, and leverages the insights to inform decisions at all levels of the brand.
Guest Intelligence is the in-depth analysis of online reviews and guest satisfaction survey data – which includes both in-stay and post-stay surveys – to gain detailed insights into what hotel guests like and dislike about their stay and how to improve service.
Online Reputation Management (ORM) is used to track and monitor online sentiment including semantic analysis and the Global Review Index™, an online reputation score exclusive to ReviewPro. The ORM dashboard is checked by hotel staff on a daily basis and the metrics provided form part of the internal KPIs.
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Guest Satisfaction Surveys (GSS) allow glh to create in-stay and post-stay surveys to gain detailed insights into what guests like and dislike. The results are paired with the hotels’ PMS to monitor and pinpoint issues related to specific room numbers. This provides valuable statistical support for operational and service improvements.
Auto Case Management (ACM) automatically assigns and tracks issues identified in online reviews and surveys to ensure that service and quality standards are always met. The tool allows the group to create automation rules to alert applicable workgroups of guest issues and ensure they are resolved as quickly as they arise. glh uses ACM to ensure a 100%response rate to guest concerns within 48 hours. This standard forms part of the general managers’ key performance metrics across the brand.
Use Cases
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glh piloted the introduction of new mattresses in select rooms and monitored feedback from those rooms to see if guest satisfaction increased. After seeing positive results, the decision was made to conduct a refurbishment across the entire company.
glh recently announced an extensive television replacement program company-wide. The decision was made after guest feedback gathered from ReviewPro’s ORM tool identified televisions as an area for improvement.
The company’s ‘Can do, Will do’ customer service training program was devised based on insights gained from online reviews. The program includes troubleshooting and how to optimize service recovery when something goes wrong. The approach is employed across the entire company. ‘Can do, Will do’ has effectively become part of the glh ethos.
About
glh Hotels
glh Hotels is a London-based hotel group operating 17 properties, including brands like Guoman, Thistle, and Hard Rock Hotel London.
Focused on guest experience, the company prioritizes service excellence and innovation.
About Shiji Group
Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.
Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.
With more than 5,000 employees across the world, Shiji is a trusted partner for the world’s leading hoteliers, delivering technology that works as continuously as the industry itself. That’s why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions.For more information, visit shijigroup.com
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