Gästeerlebnis neu gestalten: Die Erfolgsgeschichte von Shiji ReviewPro bei HTL Hotels

In dieser Fallstudie finden Sie: 

• Kundenübersicht: Detailliertes Profil von HTL Hotels.
• Die Herausforderung: Herausforderungen, denen sich HTL bei der Verbesserung der Gästekommunikation und -zufriedenheit gegenübersah.
• Die Lösung: Wie die Implementierung von Shiji ReviewPro diese Herausforderungen bewältigte.
• Die Wirkung: Messbare Ergebnisse und Verbesserungen durch die Nutzung von Shiji ReviewPro.
• Strategische Einblicke: Entscheidende strategische Vorteile gewonnen.
• Umfassende Vorteile der Nutzung von Shiji ReviewPro: Ein detaillierter Blick auf die betrieblichen, die Kundenzufriedenheit und die strategischen Marketingvorteile.

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Kundenüberblick

HTL Hotels betreibt vier Hotels in Argentinien, die sich alle dafür einsetzen, das Gästeerlebnis zu verbessern, indem sie Managementstrategien auf die individuellen Bedürfnisse der einzelnen Hotels zuschneiden. Die Kette ist für ihren strategischen Fokus auf die Optimierung des Betriebs, die Steigerung des Umsatzes, die Sicherstellung der Gästezufriedenheit und ein effektives Kostenmanagement bekannt.

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Herausforderung

Vor der Einführung von Shiji ReviewPro hatte HTL erhebliche Schwierigkeiten, die Gästekommunikation effizient zu verwalten. Die manuellen Prozesse waren zeitaufwendig und konnten die Erwartungen der Gäste an einen schnellen und persönlichen Service nicht erfüllen.

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Lösung

‍‍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 wurde nahtlos in das bestehende Property Management System (PMS) von HTL integriert. Diese Integration ermöglichte eine ausgeklügelte Segmentierungsstrategie, die fast 20 verschiedene Arten der automatisierten Kommunikation ermöglichte und das Gästeerlebnis vom Check-in bis zum Check-out erheblich verbesserte. Zu diesen Kommunikationsmitteln gehörten:

• 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.

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‍"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

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Auswirkung

Vorteile der Verwendung von Shiji ReviewPro

Shiji ReviewPro hat HTL mehrere Vorteile gebracht, darunter:

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.

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‍"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

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