Voyages Indigenous Tourism Australia

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Asia Pacific

The value of listening: An analysis of how Voyages Indigenous Tourism Australia uses guest feedback to drive operational excellence

Reviewpro Reputation

Asia Pacific

The value of listening: An analysis of how Voyages Indigenous Tourism Australia uses guest feedback to drive operational excellence

Asia Pacific

Area of operation

Number of properties

734+

Number of rooms

Accommodations

Museums

Attractions

Catering establishments

A study in partnership with Voyages Indigenous Tourism Australia

Solutions implemented

Infrasys POS

Reviewpro Reputation

Iceportal Content

Shiji Platform

Daylight PMS

Meridian Experiences

Horizon Distribution

Astral Payments

Twilight Data + AI

Stellaris Digital

The topic

In today’s hospitality industry, guest expectations continue to rise, with real-time feedback playing a crucial role in shaping brand reputation and loyalty. For operators managing diverse and unique properties, fragmented systems for monitoring guest sentiment can hinder both operational agility and service recovery.

Voyages Indigenous Tourism Australia (Voyages), which operates accommodations and experiences across two iconic locations, Ayers Rock Resort and Mossman Gorge Cultural Centre, faced these exact challenges. Prior to adopting Reviewpro Reputation, their feedback collection methods were lengthy, inconsistent, and often delivered insights too late for corrective action. Surveys were static, and at times, participation rates were low, while the lack of a centralized platform made online review management labour-intensive.

To address these gaps, Voyages sought to capture targeted, real-time insights, consolidate all guest feedback into a single system, and support faster, more consistent service recovery across their portfolio.

Methodology

The implementation of Reviewpro Reputation at Voyages combined both quantitative data analysis and qualitative feedback.

Data sources: Over 140 online review platforms and direct guest surveys.

Interviews: Led by Jackie Hamer, Director of Guest Experience and Product Development.

Evaluation: Before-and-after comparison of guest review volumes, response rates, survey completion, operational response times, and reputation scores.

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Key findings & insights

Operational efficiency & staff productivity

Manual monitoring has been eliminated; guest feedback from over 140 sources is now consolidated into a single dashboard.

In-stay surveys and real-time alerts empowered staff to resolve issues before check-out.

This contributed to a 17.2% year-over-year increase in guest reviews (+770 reviews) and a decrease in post-stay complaints.

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Centralized feedback & cross-departmental impact

Surveys are linked to guest room numbers, ensuring feedback is routed to the right department immediately.

Duplicated work was eliminated; aggregated feedback now supports coordinated, company-wide responses.

Management response rates increased from 46.6% to 96.1%, while the average response time decreased to 1.7 days.
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Survey completion & effectiveness

Completion rate increased from 73% to 88.35%, generating richer and more actionable insights.

Guest data directly informed:

Adjustments to F&B menus and operating hours

Scheduling of guest activities

Staff recognition based on guest praise
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Real-time alerts & guest experience

Service recovery accelerated:

Guests who were missing robes received replacements within 30 minutes, along with complimentary apology gifts.

Alternative experiences were offered proactively when weather disrupted outdoor dining.

Strategic enhancements followed:

“A Night at Field of Light” saw a +12.2 point rise in GRI.

Gecko’s Café improved its GRI by +6.2 points after service refinements.
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Shared data with business partners

Monthly guest satisfaction scores and performance insights are shared with each business partner who operates alongside Voyages or within Voyages' property.

Partners use this feedback to recognize staff and resolve issues, reducing recurring complaints and strengthening collaboration.
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Management responses & reputation

Management response rates soared from 46.6% (March 2024) to 96.1% (May 2025).

Improved response visibility fostered trust and strengthened guest perception.

Overall, GRI increased by 1.3 points YoY, aligning with the rise in proactive engagement.

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Strategic & business value of feedback

Guest feedback shifted from being a high-level trend indicator to a core strategic driver.

Reviewpro data now informs staffing, resource allocation, product enhancements, and capital investment.

Voyages has embedded a culture of service and recovery, celebrating staff achievements in real-time while addressing gaps promptly.

Our Guest Experience Specialist no longer spends valuable time manually monitoring and responding to feedback across multiple platforms. Reviewpro has significantly improved efficiency and resolution speed.
-Jackie Hamer, Director of Guest Experience and Product Development, Voyages Indigenous Tourism Australia

Metrics summary

Guest review volume

+17.2% YoY (770 additional reviews)

Survey completion rate

Increased to 88.35% (+10.79 points)

Management response rate

From 46.6% ⟶ 96.1%

Response time

Reduced to 1.7 days

Review sources consolidated

140+ into one dashboard

Guest Review Index (GRI)

+ 1.3 points YoY

F&B / Experience improvements

Field of Light: +12.2 GRI, Gecko's Café: +6.2 GRI

Conclusions

The adoption of Reviewpro Reputation enabled Voyages Indigenous Tourism Australia to transition from a fragmented and delayed guest feedback process to a centralized, real-time, and guest-centric approach. Operational efficiency improved across departments, while enhanced service recovery directly contributed to increased satisfaction scores and a stronger online reputation.

By embedding data-driven feedback into both daily operations and long-term strategy, Voyages has reinforced its commitment to delivering authentic, high-quality guest experiences across its diverse portfolio. The scalability of Reviewpro ensures that as Voyages grows, its guest feedback processes will continue to evolve seamlessly.

Solutions implemented

Voyages implemented Reviewpro Reputation, including:

Centralized feedback dashboard (140+ sources)

In-stay surveys with real-time alerts

Semantic analysis of guest comments

Automated feedback routing linked to room numbers and departments

Centralized reporting for leadership oversight

Management response tracking & KPIs

Want to know how Reviewpro Reputation can help your hospitality business deliver exceptional guest experiences?

About

Voyages Indigenous Tourism Australia

Voyages is a wholly-owned subsidiary of the Indigenous Land and Sea Corporation (ILSC) established to undertake tourism business on its behalf. Voyages promotes responsible tourism while offering unique experiences and cultural immersion in spectacular locations around Australia, including Ayers Rock Resort in the Northern Territory and the Mossman Gorge Cultural Centre in Tropical North Queensland.

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Voyages works closely with local communities, respecting Indigenous culture and Country while providing employment, training, and economic opportunities to Aboriginal and Torres Strait Islanders. Both Ayers Rock Resort and Mossman Gorge Cultural Centre are EcoTourism and Respecting our Culture certified.

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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

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