Paradores is an iconic collection of hotels found in historical buildings and natural parks throughout Spain. The business slogan has actually been “Quality, Friendliness, Legendary” given that 1928. It is completely committed to client centricity, a position that has been a key chauffeur to success, even during the 2020 pandemic.
For 2 consecutive years (2019-2020), the business have actually won finest brand name in Spain. Heres how they did it.
Access the complete case research study here: How Paradores Won Spains Best Reputation Two Years in a Row by Prioritizing Guest Experience
Online Reputation Management
The brand took on ReviewPros Online Reputation Management (ORM) in 2017, and rapidly integrated the service into its procedures. The group also took on Guest Satisfaction Surveys (GSS), in order to get the in-depth results that are sometimes concerns in freeform online evaluations. To get the most out of the combined options, the quality team created:
A handbook of great practices to guide hotel supervisors on online reputation management and how to monitor and recognize locations to enhance on
A comprehensive management reaction strategy guideline
Reaction design templates for positive, neutral and unfavorable evaluations
Best Practices for Responding to Reviews
Through this handbook, Paradores produced and used the following finest practices:
Every response ought to be written in an appropriate tone, apologizing if needed, while giving further information on what the guest has actually discussed and should end on a favorable note.
Speed is essential and preferably, reviews are reacted to within 72 hours.
Use templates to increase and help with effectiveness, however make certain you customize the responses!
Use the actions as a chance to highlight any new steps youve executed just recently, for instance cleanliness.
Respond to al portals and all reviews classifications.
Engaging the Entire Business
Visitor experience requires to be at the heart of a business for it to truly work and this is something Paradores are well aware of. To act upon various visitor touchpoints throughout the stay and “make “wow moments,” staff should be totally engaged and have visitor experience “in their DNA.”
Staff KPIs are based on guest experience criteria.
Head workplace provides support on particular cases.
Business set annual objectives on a local level and on a hotel level for GRI( TM), surveys, reaction time and response rate for each classification of evaluations.
Keeping Track Of to Drive Success
Monitoring their KPIs regularly was key to their success:
According to Ramon Adillon, Online Reputation and Guest Satisfaction Management, Paradores, “What we are attempting to attain is to draw in brand-new clients through a good management action as well as preserve and increase the high level of satisfaction that we delight in today. To do so we initially listen to the voice of the consumer and act appropriately, implementing the required improvement strategies and actions to meet and surpass client expectations.”
We at ReviewPro are here to support you across the whole visitor journey. Whether that is during the pre-stay phase to assist you comprehend your new visitors through Online Reputation Management and by providing automated guests communication with Guest Experience Automation ™. Or throughout the in-stay stage to act on your guests with in-stay surveys, visitor messaging and Automated Case Management or as soon as you visitor have actually left, to gather and evaluate guest feedback through online track record and Guest Satisfaction Surveys.
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The brand took on ReviewPros Online Reputation Management (ORM) in 2017, and quickly included the service into its processes. The group also took on Guest Satisfaction Surveys (GSS), in order to get the in-depth outcomes that are sometimes issues in freeform online evaluations. We at ReviewPro are here to support you across the whole guest journey. Whether that is during the pre-stay stage to assist you understand your brand-new visitors through Online Reputation Management and by providing automated visitors interaction with Guest Experience Automation ™. Or during the in-stay stage to follow up on your visitors with in-stay surveys, visitor messaging and Automated Case Management or as soon as you visitor have actually left, to examine and gather guest feedback through online credibility and Guest Satisfaction Surveys.
Monthly KPIs reports focusing on the Global Review Index (TM) ratings compared to exact same period previous year.
Any residential or commercial property with a drop of more than 1.5 points need to draw up a regular monthly improvement strategy with actions the property will execute to increase rating and reverse circumstances.
Departments a that negatively affect ratings are determined and helped.
Annual reports are submitted to determine repetitive mistakes that affect quality of the service, action is then taken on a company level for continuous improvement.
Given that 2017 the group have actually revealed a constant boost in all KPIs– GRI( TM), NPS( R) and Guest Satisfaction Survey ratings, even throughout the 2020 pandemic.
Excellent Practices Make Great Results
