Cómo Hotel Corallo Sorrento aprovecho su reputación en línea para aumentar ADR por 20%

La experiencia del huésped está en el corazón mismo de este hotel. El personal está totalmente preparado con estrategias para resolver los problemas de los huéspedes a corto plazo, así como para buscar mejoras operativas y de servicio a más largo plazo que aumenten la satisfacción de los huéspedes y la reputación en línea del hotel con el paso del tiempo.

Training staff: “We pay a lot of attention to complaints during the stay – at the restaurants, bar, pool, or by in-stay surveys, ”says Antonello Assante, the Hotel Manager. “We meet at the start of the season so staff are clear that they must speak with me immediately if there are guests who are not completely satisfied.” They also meet every two weeks to discuss some of the larger trends in guest satisfaction and to keep track of the staff aim: to exceed guest expectations.

Solution 1: In-stay surveys: The survey is sent out the night that the guest arrives. Responses are monitored via the ReviewPro app and responded to in real-time, often within minutes. If detected overnight, Antonello personally contacts the guest and invites them to the hotel lobby the next morning to sit down with them, understand their experience, and put things right.

¿Por qué es tan importante la recuperación del servicio en estancia?

‍When a guest is in-house, staff have an opportunity to fix it. If they leave without saying anything and were unhappy everyone loses. “The guests lose the opportunity to have the perfect stay, and we lose the opportunity to provide the perfect stay. Once they are gone it is too late and there is nothing we can do to change their experience,” says Antonello. “Complaints are an opportunity to help. But this only counts if they are still with me and I can do something about it.”

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