Guest surveys: more critical than ever in the age of social media
At a time when many travelers are using social media to express likes and dislikes, electronic guest surveys provide an essential direct feedback channel, giving hotels an opportunity to resolve issues before they’re taken into the public realm.
By providing useful, measurable feedback from verified guests, electronic surveys provide critical data for making sound decisions on budgeting, services and amenities, capital expenditures and employee training and recognition programs.
But not all survey tools are alike. To achieve the highest guest satisfaction ratings, hotels must engage guests from the moment they book a room through key touch-points before, during and after their stay.
More than just a smart survey tool, Guestfolio provides a comprehensive suite of CRM services, from customizable confirmation letters and pre-stay reminders to electronic newsletters and email campaigns. By providing insight into guest behavior, tastes and preferences, Guestfolio helps hotels enhance the guest experience, increase revenues, and build loyalty and advocacy.
Guestfolio survey advantages
• Automated surveys integrated with a seamless suite of CRM tools and directly interfaced with your property management system;
• Personalized eConcierge platform allows guests to explore your hotel and destination in advance of arrival;
• Customized pre-stay reminders with special offers to upgrade rooms, add services and purchase in-room amenities;
• Short, easy-to-complete surveys with high completion rates;
• Customizable questions to drill down on strengths and weaknesses;
• Daily survey alert, providing immediate guest feedback and facilitating quick action to resolve issues;
• Analytics tools to track guest engagement, frequency, feedback and demographics and turn data into action;
• Consistent branding and seamless communications.
How hotels are using Guestfolio
“From the pre-stay confirmation to the post-stay survey, Guestfolio guest communications look great, convey professionalism, and show our guests how much we care … The survey tool allows us to reach out to guests and reconcile issues before they post an online review … It’s been worth every penny.”
Gary Collinge, General Manager, Georgian Court Hotel
“What I like most about Guestfolio is that it is all so seamless – the customer confirmation, the reminder, the post stay, the stats … Feedback from the surveys allows us to focus on training and product upgrades, and the statistical information assists us in setting benchmarks.”
Christopher Ashby, Director of Sales and Marketing, The Sutton Place Hotel Toronto.
“We now have tools and data at our fingertips that used to be the exclusive privilege of chain hotels … The survey alert allows me to respond quickly to any concerns. It’s helped prevent a few negative comments from becoming online complaints.”
Bill Lewis, General Manager, Magnolia Hotel & Spa
“My favourite things about Guestfolio include the ease of using the product, the navigation from page to page, and all of the terrific tools and guest touch-point options available … Mostly we appreciate the responsiveness of the GuestFolio team.”
Jeannette M. Clarke, Operations Manager, Lakeview Hotels & Resorts
Switch and save
Using a different survey company? Switch to Guestfolio by December 1, 2011 and we’ll waive the setup fee. Visit www.guestfolio.com or call 1 604 932-2510.
Posted by admingf
