Hotel and tourism companies need to look at how they fundamentally think about their online reputation management, according to ReviewPro's CEO RJ Friedlander.
The Barcelona-based company, which is exhibiting at the ITB Convention in Berlin, said that feedback reviews are now able to be conducted while guests are still on site, meaning that any issues can be dealt with more expediently.
Friedlander said, “What used to be ORM is now how a business can improve itself. It's remorphed itself into how to measure what you're doing and benchmarking. We can now help clients get down to a granular level, and see where and how they can focus resources to improve on an operational level.”
He added, “It's helping them to know in real-time what problems have surfaced and getting it to the right person so they can act on it.”
Friedlander says the company now has accounts with 26,000 hotels in 150 countries, including 31 hotels in the Jurys Inn chain. When ReviewPro began working with the chain, the ratings of its hotels on TripAdvisor were 3.5 to 4.0. At the time of writing, Friedlander says, ratings for 28 of the 31 hotels have risen above 4.0.
“It's because,” Friedlander said, “they were effectively able to listen and measure more precisely the details on an operational and service level, they were able to identify the failures and find the opportunities where to leave guests more satisfied.”
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About RJ Friedlander
RJ Friedlander is the founder and CEO of ReviewPro. With more than 26,000 clients, ReviewPro is world leader in Guest Intelligence solutions for independent hotel brands, destinations and investors. Prior to ReviewPro, Friedlander worked as the CEO of Digital Media at Grupo Planeta, one of Spain’s largest media companies.
About Us: ReviewPro's suite of cloud-based solutions, which includes Online Reputation Management (ORM) and the Guest Survey Solution (GSS), provide clients with actionable insight to increase guest satisfaction, rankings on review sites/OTAs and ultimately revenue. The company offers the industry-standard Global Review Index™ (GRI), an online reputation score, which is used by thousands of hotels worldwide as a benchmark for reputation management efforts, based on review data collected from 175+ OTAs and review sites in more than 45 languages. More than 25,000 hotel brands worldwide are currently using ReviewPro’s solutions. For more information about ReviewPro, please visit www.reviewpro.com .