menu

Radisson Hotel Group

Europe

How Radisson Hotel Group™ Cut Review Response Time in Half

Europe

Asia Pacific

Americas

Reviewpro Reputation

Global Chains

Europe

Area of operation

1,150+

Number of properties

170,000+

Number of rooms

Radisson Hotel Group implemented ReviewPro’s Case Management (ACM) tool to enhance internal processes and automate review responses. Within just three months, they successfully halved their review response time, improving efficiency and guest engagement.

Solutions implemented

Infrasys POS

Reviewpro Reputation

Iceportal Content

Shiji Platform

Daylight PMS

Meridian Experiences

Horizon Distribution

Astral Payments

Twilight Data + AI

The Client

Radisson Hotel Group™ has long been synonymous with quality service. As one of the world’s fastest-growing hotel companies and operator of multiple brands including the Radisson Blu, Park Inn by Radisson, Radisson RED, and Radisson Collection brands, online reputation is of the utmost importance. This is what prompted the decision to implement ReviewPro’s Guest Intelligence Suite (including Online Reputation Management and Guest Satisfaction Surveys) in January of 2017.

Challenge

Responding to online reviews is a complex but crucial task for all hoteliers. Radisson Hotel Group™ was clear that it needed to develop and optimize its strategy for responding to online reviews in a timely way, but knew it was too big a project to take on single handedly.

Solution

Having seen significant returns during the first six months of the partnership, the dynamic hotel group opted to implement ReviewPro’s Auto Case Management (ACM) tool to streamline internal processes and improve the review response strategy. Radisson Hotel Group™ approached the challenge head on, rolling out ACM in July2017 across 364 properties in the EMEA region.

This effective ‘plug-and-play’ tool simplifies the review response process, dramatically increasing staff efficiency across the board. ReviewPro’s management response dashboard, which analyzes response times and performance, is a vital component in the drive to optimize responding to reviews.

ReviewPro is one step ahead of the game which is exactly what we need at Radisson Hotel Group™. They are constantly updating the tool to add new features to enrich the platform. The Case Management solution has dramatically improved our review response strategy. As a result of the success we are now piloting case management within in-stay surveys.”
-Cristina Serra, Vice President Guest Experience & Product Development Radisson Hotel Group™

How Radisson Hotel Group™ Uses Auto Case Management

Based on automation rules within the tool, the hotel’s General Manager (GM) receives an alert when a negative guest review is published. If a response is posted within the time limit, the case is closed. If not, the case is automatically escalated to the customer care center in Dublin, who charge the hotel for this service.

By creating a ‘view’ for all negative reviews, managers can monitor review response performance at a glance on a hotel, brand, or group level.

Why Radisson Hotel Group™ Chose ReviewPro’s ACM

The tool

Automatic follow-up to guest feedback at the click of a button.

Customized ‘To Do’ page for users, prioritizing tasks and promoting staff efficiency.

Instant access to all details related to each case.

Flexible reporting to monitor review response performance.

The ReviewPro team

Unmatched speed to roll-out the new tool.

Strategic and operational support throughout the implementation process.

Continuous updates and enhancements of the tool.

About

Radisson Hotel Group

Radisson Hotel Group is a global hospitality leader with over 1,150 hotels spanning Europe, the Americas, Asia-Pacific, and Africa, offering brands like Radisson Blu, Park Inn, and Radisson RED.

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

More case studies

TIME Hotels

One decision that changed how TIME Hotels operate—every day and night

Middle East

Regional Groups

Shiji Platform

Daylight PMS

Reviewpro Reputation

Go to case study page

Hotelatelier

Driving Results: How Reputation Management Transformed Customer Experience and Revenue

Europe

Reviewpro Reputation

Guest Service / Guest Facing Solution

Go to case study page

Whitbread PLC

Whitbread PLC Elevates Content Distribution Capabilities with Iceportal Content

Iceportal Content

UK

Europe

Asia Pacific

Global Chains

Go to case study page

Centara Hotels

How Centara Hotels & Resorts Applied a Growth Hacking Mindset to Improve Guest Experience for Local Tourists.

Reviewpro Reputation

Asia Pacific

Global Chains

Go to case study page

Aquaria Natal Hotel

How Aquaria Natal Hotel Climbed from #59 to #1 on Tripadvisor and increased ADR by 55%

Reviewpro Reputation

Americas

Independent Hotels

Resorts

Go to case study page