Menü

Corinthia Hotels

Europa

Wie Corinthia Hotels eine 92%ige Antwortrate in weniger als einer Stunde erreicht

Reviewpro Reputation

Europa

Globale Ketten

Eigenständige Hotelbetriebe

Europa

Betriebsregion

9

Gesamtzahl der Hotelstandorte

2500+

Anzahl der Zimmer

Corinthia Hotels, a luxury brand established in 1962, implemented ReviewPro to enhance guest engagement and service efficiency. By leveraging automated tools, they achieved an impressive 92% response rate within an hour, strengthening their online reputation and in-stay service resolution.

Umgesetzte Lösungen

Infrasys POS

Reviewpro Reputation

Iceportal Content

Shiji Platform

Daylight PMS

Meridian Experiences

Horizon Distribution

Astral Payments

Twilight Data + AI

The Client

Corinthia is a global collection of luxury five-star hotels founded by the Pisani family of Malta in 1962. Guided by family values and inspired by the core principles underpinning the Spirit of Corinthia– authenticity, passion, precision and understanding – its focus is on ensuring craftsmanship in the hospitality world and delivering honest, discreet service.

The Challenges

As a brand that is the epitome of 5-starluxury, guest experience is a prime concern, so Corinthia puts great value upon anticipating the needs of guests in a seamless manner. Service level is of paramount importance, as well as having away of intercepting any issues well before unnecessary escalation or risk of negatively affecting online reputation.

The Solution

Corinthia Hotels has been using ReviewPro’s online reputation (ORM) tool since 2011and bases their company KPIs related to guest satisfaction on the Global Review Index™ (GRI). In 2017, the decision was made to employ Guest Satisfaction Surveys (GSS) to collect guest feedback while guests were on-property and to leverage Auto Case Management (ACM) to ensure prompt follow-up. The combination of GSS and ACM has allowed Corinthia Hotels to establish internal service guidelines to ensure service recovery and resolve any operational or service issue that could negatively impact a guest’s stay. It also means that they gain insight into specific requests or needs of guests and are able to quickly respond. These tools and processes enable the legendary hotel group to more consistently deliver the exceptional service expected by their discerning guests in a timely and seamless manner.

The Method

The expectations of the 5-startraveler require a specific balance of intuition, subtlety, confidence and delivery. ReviewPro helps us to gather feedback earlier in the stay, to respond quicker and to more systematically ensure that we exceed guests’ expectations and deliver the kind of experiences that today’s luxury traveler demands.
-Brian Pratt, Chief Officer, Distribution, Technology & Innovation

The Results

Corinthia Hotels has significantly improved their already high levels of service and further increased guest satisfaction. Managing the guest experience process in amore meticulous way has had its payoffs, both for guests and for the hotel group. By successfully implementing ReviewPro’s cloud-based software tools, defining and automating processes, and getting the teams more involved at a property level, Corinthia Hotels has seen an impressive increase in guest satisfaction and the online reputation of their hotels.

About

Corinthia Hotels

Corinthia Hotels is a luxury hospitality brand founded in Malta, operating high-end properties across Europe, the Middle East, Africa, and the USA.

Known for elegance and service excellence, the brand continues to expand globally.

Über die 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.

Gegründet 1998 als Anbieter von Netzwerklösungen für Hotels, beschäftigt die Shiji Group heute über 5,000 Mitarbeiter in 80+ Tochtergesellschaften und Marken in über 31 Ländern, die mehr als 91,000 Hotels, 200,000 Restaurants und 600,000 Einzelhandelsgeschäfte bedienen.

Weitere Fallstudien

Hotelatelier

Driving Results: How Reputation Management Transformed Customer Experience and Revenue

Europa

Reviewpro Reputation

Guest Service / Guest Facing Solution

Zur Fallstudien-Seite

Whitbread PLC

Whitbread PLC Elevates Content Distribution Capabilities with Iceportal Content

Iceportal Content

Vereinigtes Königreich

Europa

Asien-Pazifik

Globale Ketten

Zur Fallstudien-Seite

Centara Hotels

Wie Centara Hotels & Resorts eine Growth Hacking-Mentalität anwandte, um das Gästeerlebnis für lokale Touristen zu verbessern.

Reviewpro Reputation

Asien-Pazifik

Globale Ketten

Zur Fallstudien-Seite

Aquaria Natal Hotel

Wie das Aquaria Natal Hotel von #59 auf #1 auf Tripadvisor geklettert ist und die ADR um 55%

Reviewpro Reputation

Amerika

Eigenständige Hotelbetriebe

Resorts

Zur Fallstudien-Seite

Paradores

Wie Paradores drei Jahre in Folge den besten Ruf von Spanienerlangte, indem es das Gästeerlebnis in den Vordergrund stellte

Reviewpro Reputation

Europa

Regionale Gruppen

Eigenständige Hotelbetriebe

Zur Fallstudien-Seite