HTL Hotels Implements Shiji ReviewPro to transform guest communication and boost satisfaction

HOLLYWOOD, Florida, USA, December 9, 2024 – Shiji, the hospitality technology innovator, is excited to announce that HTL Hotels has successfully implemented Shiji ReviewPro to streamline guest communications and elevate the overall guest experience. This integration has allowed HTL to move from manual, time-consuming processes to automated, personalized messaging, improving guest satisfaction and operational efficiency. The transformation has already led to higher ratings across major online travel platforms and an increase in direct bookings, further strengthening HTL’s competitive edge.

Shiji ReviewPro was integrated into HTL's existing Property Management System, offering customized, automated communications for nearly 20 different guest interactions, from pre-arrival instructions to post-stay feedback. These enhancements are tailored to each of HTL's four hotels, addressing individual property needs. This implementation has proven essential in increasing HTL’s responsiveness to guest inquiries and concerns, enabling staff to resolve issues more proactively.

“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.” said Osvaldo Czerwiak, Technology Consultant for HTL Hotels.

HTL Hotels has seen significant improvements in operational efficiency and guest engagement since implementing Shiji ReviewPro. In-stay and post-stay feedback conversion rates have increased notably, especially through WhatsApp, which has become a key channel for guest interactions. This proactive approach has also led to better issue resolution, with 99.4% of guest concerns being addressed, and 92.5% of responses delivered promptly.

“Shiji ReviewPro’s ability to personalize and automate guest communications is designed to meet the evolving needs of modern hotels like HTL,” said Ryan King, Senior Vice President of Shiji Americas. “By integrating seamlessly with HTL’s existing systems, we’re helping them provide a more responsive, data-driven approach to guest engagement that not only enhances the guest experience but also drives operational efficiency. This partnership with HTL Hotels demonstrates our shared commitment to leveraging technology to continuously elevate guest services and streamline operations.”

Furthermore, HTL has implemented data-driven decision-making using the platform’s reporting capabilities to align their budget planning and bonus policies with guest feedback. This data-driven approach has resulted in improvements across their Net Promoter Score (NPS) and Global Review Index (GRI), indicating increased guest loyalty and satisfaction. In many ways, Shiji ReviewPro continues to be a vital tool for HTL Hotels in delivering exceptional guest experiences and driving operational excellence, positioning the brand for long-term growth and success. For more information about Shiji ReviewPro and its impact on HTL Hotels, please visit Shiji ReviewPro.

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About HTL Hoteles

HTL Hoteles has developed an identity that enables any hotel to redefine its standards, transforming itself into a true influencer of the destination, while adding value to its installed capacity to meet the needs of today’s customer. From the beginning, we set ourselves an ambitious goal: to create a strong identity that goes beyond the conventional concept of a brand.

About Shiji

Shiji is a multi-national 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 property 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 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. For more information, visit shijigroup.com.