Guest Feedback influences 95% of booking decisions. After price, reviews are the most important decision variable when booking a hotel.
Get ahead of the game and positively influence good press about your business and guest service excellence.
Reputation Management only allows you to react and respond after the experience. Reputation Innovation is about positively impacting the guest experience and outcomes in real time.
It’s not a digital function, it’s about human interaction and it is something that you can create and control and ultimately embed in the guest service culture of your hotel.
The FinnCarlyle Reputation Innovation Programme takes the principles from our Proactive Guest Service Excellence Programme and systematises them as game changing Guest service SOPs to hand back the control and creation of your hotel’s reputation to you and your FOH team.
The program includes:
- Review and analysis of hotel USPs, current service levels and “reputation hotspots”
- Application of the design innovation process to create action points.
- Workshops with your FOH team members to introduce service excellence principles and Innovation SOPs
- Observation to validate results
- Consolidation and review
Email us to innovate your business today.