Intuition is a great thing, but nothing beats data for making solid strategic decisions. This is something that Attitude Hotels lives and breathes. In 2015 the brand took on the ReviewPro Online Reputation Management(ORM) and Guest Satisfaction Survey (GSS)solutions for its Mauritius properties. The aim was to go from pen-and-paper comment cards to employing the latest in hospitality technology and data analysis to make data driven decisions. The group knew this approach would be integral to improving the guest experience and reputation on OTAs and review sites, increasing bookings, and ultimately boosting revenue.
Attitude Hotels
•
Europe
How the Right Attitude to Guest Experience Landed this Brand the #1 spot on Tripadvisor
Europe
Area of operation
9
Number of properties
1205
Number of rooms
Attitude Hotels, a hospitality brand in Mauritius with eight properties and 1,205 rooms, transformed its approach to guest experience management. Previously relying on traditional pen-and-paper feedback methods, the brand shifted to a data-driven strategy using Shiji’s ReviewPro. By integrating guest feedback into all aspects of hotel operations and establishing clear Key Performance Indicators (KPIs), Attitude Hotels improved service quality and guest satisfaction. This proactive approach led to the brand securing the #1 ranking on TripAdvisor in its category and location in 2019, demonstrating the power of leveraging guest insights for business success.
Solutions implemented
Infrasys POS
Reviewpro Reputation
Iceportal Content
Shiji Platform
Daylight PMS
Meridian Experiences
Horizon Distribution
Astral Payments
Twilight Data + AI
The Challenges
- Attitude Hotels wanted to discontinue manual practices (like pen and paper) and replace them with a more precise, reliable and actionable feedback system.
- The brand wanted to ensure that it was making data-driven business decisions and that any changes being made could be measured for effectiveness.
- At the same time, it needed the flexibility that ORM and GSS both offer, to work perfectly with its diverse portfolio of properties.
The Solution
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The company has always had a very strong service culture and staff were quick to take on the new processes and procedures.
- Heads of Department use ReviewPro during the daily briefings to go over Guest Satisfaction Survey feedback (both In-stay and Post-stay Surveys) and develop their action plans accordingly to improve quality.
- A selection of ReviewPro figures are integrated into Attitude’s internal KPI dashboards. These include overall experience, front office satisfaction score, brand experience score, Global Review Index™ (GRI) and Management Response Rate, alongside the traditional Profit and Loss indicators, Human Resources indicators etc. This is applied at management level, all the way up to the Head Office.
- Targets are set on a yearly basis for each property, sometimes for specific departments, with attached incentives for successfully meeting them.
Use Case
Small-sized midrange hotels have the double challenge of comparatively high cost-per guest and moderate margins given the star category. So, every penny invested must count. By identifying the key drivers of guest satisfaction and the issues that were driving the most negative reviews, management was able to take decisions that would improve guest satisfaction. For example, changing the food selection and variety, or aspects of the hotel design.
“Guest experience used to be the responsibility of the Front Office (‘Guest Experience Officers’) and covered everything from welcoming honeymooners to handling complaints about missing sunbeds. Now we look at it more broadly. It is the sum of all positive and negative interactions that a guest has with our brand. It starts at the first contact, usually at a travel agency overseas, and should not end at check-out. We no longer look at it as just the front office’s job. A bad experience at breakfast can make a guest less tolerant of mishaps in housekeeping. Conversely, an excellent but over-the-top check-in can set the bar too high for the rest of the stay. So, for us, guest experience is everyone’s responsibility, including back-of-house and head office teams.”
-Clémentine Katz, Chief Marketing Officer at Attitude Hotels
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The Results
After four years of continuous effort, all Attitude’s 3* hotels are in the local top 10 on TripAdvisor, including its most successful hotel - Tropical Attitude - which gained the place of the best 3* hotel in Mauritius in 2019.
“At the level of individual hotels, ReviewPro is the team’s daily bread and butter”.
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About the
Attitude Hotels
The Attitude Hotel Group currently manages a total of 9 hotels distributed over the beautiful island of Mauritius. It offers guests a memorable stay by providing an immersive, enriching holiday experience.
Attitude Hotels is greatly invested in an eco-commitment program to protect the cultural heritage of Mauritius, aiming to be a responsible contributor to the island’s sustainable development.
About Shiji Group
Shiji Group is a multinational technology company that provides software solutions and services for enterprise companies in the hospitality, food service, retail, and entertainment industries, ranging from hospitality technology platforms, hotel management solutions, food and beverage, and retail systems, payment gateways, data management, online distribution and more.
Founded in 1998 as a network solutions provider for hotels, Shiji Group today comprises over 5,000 employees in 80+ subsidiaries and brands in over 31 countries, serving more than 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets.
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