Many guests at some point have been left with the bittersweet taste of thinking that the recommendations and advice they leave in the hotels in which they stay, are forgotten in a suggestion box. Similarly, the user satisfaction index is of vital importance for hotel managers, who in many cases did not have an adequate way to collect the communications left by their guests.
The concerns raised on both sides of the hotel chain regarding information, gradually find answers with the latest technological solutions that allow the hotel to establish direct online contact with its customers.
This aspect has been worked on by Consisho (Hospitality Systems Consulting), based on its property manager system called Medallion, which has recently been launched on the market.
This system works at three crucial moments in the hotel-guest relationship (booking, stay and checkout). With tools such as E-relationship, On-line commend card, upgrade manager, VIP Concierge Ammenities List, Bounce Back Manager, E-Blast Marketing and Full House-Automated Return Guess Marketing, the hotel is guaranteed to have the customer satisfaction index under the same flow.
With the upgrade manager the hotel can send communications inviting the client to rent another type of room different from the one initially booked. For example, you can send the guest a message telling them that by paying $25 more you can have a suite instead of a double room, as well as communications about city tours , spas or restaurants.
In this way, hotels can have a very positive impact on their RevPar thanks to the invitation to the guest to consume other services and products offered by the hotel. In this same line a guest who normally visits the hotel in summer, can receive photos and offers available for winter seasons, specific offers for groups or for people who normally stay on working days to stay for a season on a weekend.
The last of the stages monitored by Medallion points to the time of check out. At this stage the guest receives a thank you note inviting them to fill out the online feedback card to give their opinions about the hotel's service. According to the director of Consisho Mexico, invited to make this article: "about 25% of the people who receive the thank you note click on the link and let us see their comments." After the hotel receives these comments, they are directed to the area of the hotel in charge of attending to the recommendations of the guests so that the pertinent alerts are generated.
Loyalty, in addition to having satisfied customers, is one of the benefits that hotels obtain by establishing contacts with customers through the website. This tool provides the possibility to create member clubs in which frequent users receive points to redeem different types of prizes for reservations made at the hotel. On the site, members can check their loyalty program statement, so that hotels easily and quickly establish contact with their customers, a strategic aspect within the sector.
A successful case in which Medallion has been used is that of the Mexico Plaza Hotels, one of its representatives shared the benefits obtained with this type of tool. "We aspire to build a network of frequent customers and through this solution maintain permanent, dynamic and very close contact with our customers, either with our end user or the intermediary," he said.
