Transforming Guest Experience: The Shiji ReviewPro Success Story at HTL Hotels

In this case study, you will find: 

• Client Overview: Detailed profile of HTL Hotels.
• The Challenge: Challenges faced by HTL in enhancing guest communication and satisfaction.
• The Solution: How the implementation of Shiji ReviewPro addressed these challenges.
• The Impact: Measurable outcomes and improvements from using Shiji ReviewPro.
• Strategic Insights: Critical strategic advantages gained.
• Comprehensive Benefits of Using Shiji ReviewPro: A detailed look at the operational, guest satisfaction, and strategic marketing benefits.

‍

Client Overview

HTL Hotels operates four hotels in Argentina, each committed to enhancing the guest experience by tailoring management strategies to individual property needs. The chain is known for its strategic focus on optimising operations, boosting sales, ensuring guest satisfaction, and managing costs effectively.

‍

Challenge

Before implementing Shiji ReviewPro, HTL faced significant challenges in managing guest communications efficiently. The manual processes were time-consuming and failed to meet the guests' expectations for prompt and personalised service.

‍

Solution

‍‍The successful deployment of Shiji's Shiji ReviewPro at HTL Hotels was marked by a strategic collaboration with Osvaldo Czerwiak, the general director of Tecnohotel, a key player in the technological development of the hotel and financial sectors in Latin America. This partnership was crucial from the onset, laying the groundwork for a robust implementation phase to redefine guest communication at HTL Hotels.

Shiji ReviewPro was integrated seamlessly with HTL's existing Property Management System (PMS). This integration facilitated a sophisticated segmentation strategy that enabled nearly 20 different types of automated communications, significantly enhancing the guest experience from check-in to check-out. These communications included:

• In-Stay Feedback Requests: Guests currently staying at the hotels receive customised surveys via WhatsApp and Email, allowing HTL to gauge satisfaction and respond proactively during the guest's stay.
• Post-Stay Feedback Requests: After guests check out, they are invited to provide feedback through tailored surveys, helping to capture their overall experience.
• Welcome Messages and General Instructions: Upon arrival, guests receive personalised messages with essential information about their stay, setting the stage for a seamless experience.
• Detailed Breakfast Options: Guests who opt for in-room breakfast service are provided with detailed options to ensure their preferences are met.
• Check-Out Notices: Guests receive useful information to streamline their check-out process before departure.
• Localised Communications: Specific communications, such as parking lot schedules or local advisories, are tailored to the individual needs of each property, such as a notice about the Saturday closing time of a parking lot.
• Safety Advice for Buenos Aires Guests: Guests are given tips on how to safeguard their belongings, tailored to the urban environment of Buenos Aires.
• Tailored Payment Options: Brazilian guests are informed about the option to pay with Pix, offering savings on the IOF (Tax on Financial Operations), with special discounts provided to those who book through certain channels.
• Remarketing Communications: Targeted messages encourage guests who booked through OTAs or over the telephone to consider direct bookings for future stays, enhancing direct customer relationships and loyalty.
• Pre-Arrival Instructions: Communications designed to facilitate online check-in are sent before arrival and customised based on the guest's specific reservation details, such as the inclusion of breakfast or cleaning services.

‍

‍"Since implementing Shiji ReviewPro, we have observed a significant transformation in managing communication with our guests. The ability to customize and automate messages has allowed our team to respond more swiftly and effectively to guests' needs. For example, in a recent case, we resolved a service issue before the guest arrived at the reception, resulting in highly positive feedback and increased our overall satisfaction rating."
- Osvaldo Czerwiak, the General Director of TecnoHotel‍

‍

‍

‍

‍

Impact

Benefits of Using Shiji ReviewPro

Shiji ReviewPro has brought several benefits to HTL, including:

1. Centralisation of Communication: Single platform integration for all guest interactions.
2. Detection and Management of Complaints: Real-time identification and resolution of issues, enhancing guest satisfaction.
3. Analysis and Data Reporting: Daily to yearly data analysis helps in strategic decision-making; performance reports influence bonus policies; feedback guides service improvements and maintenance planning.
4. Budget Planning: Survey feedback informs the annual investment budget, aligning financial planning with guest expectations.
5. Remarketing Strategies: Tailored post-stay communications encourage direct bookings, reducing dependency on OTAs.

‍

‍"Furthermore, the integration of Shiji ReviewPro has been key to optimizing our operational management, significantly reducing the costs associated with complaint resolution, thanks to our team's improved efficiency and speed. This tool has also positively impacted our ratings on OTAs (Online Travel Agencies), with several of our hotels experiencing an increase in their scores, enhancing our online reputation and attracting more potential customers. The remarketing strategy has also strengthened our direct bookings, reducing our reliance on intermediaries and improving our revenue and profit margin."
- Osvaldo Czerwiak, the General Director of TecnoHotel

‍

{{3-col-img-htlhotels="/addcomponents"}}