Transamerica Hotels

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Americas

How Transamerica Hotels Drives Success by Taking an Integrated Approach to Guest Feedback Management

Americas

Reviewpro Reputation

Regional Groups

Americas

Area of operation

Number of properties

2900+

Number of rooms

Transamerica Hotels implemented ReviewPro’s Guest Experience Platform to optimize online reputation and guest feedback management. They saw a 4% increase in the Global Review Index™ (GRI), improved reporting for the board, used guest feedback for investment decisions, and boosted staff engagement.

Solutions implemented

Infrasys POS

Reviewpro Reputation

Iceportal Content

Shiji Platform

Daylight PMS

Meridian Experiences

Horizon Distribution

Astral Payments

Twilight Data + AI

Transamerica Hotel Chain is a group of 26 hotels located across Brazil that has been thriving for the past 43 years. The group recognizes that in today’s competitive marketplace, online reputation is vital to business growth and has partnered with ReviewPro to monitor online reputation, and drive service excellence. Since taking on ReviewPro’s Guest Experience Improvement Suite™*, the group has completely redefined its corporate strategy related to online reputation and boosted its online reputation index.

*ReviewPro’s cloud-based Guest Experience Improvement Suite is an integrated platform of tools and processes that includes Online Reputation Management (ORM),Guest Satisfaction Surveys (GSS),Auto Case Management (ACM),and Guest Messaging Hub (GMH).

How Transamerica Hotels uses ORM

Transamerica Hotel Chain uses the Online Reputation Management tool to track its Global Review Index™ score and uses the insights from semantic analysis to identify opportunities for operational and service improvements.

The group of hotels is managed by the Transamerica Hospitality Group and are held accountable to their results by the board of directors. Part of the company’s mission statement is to offer quality services to meet the demands of the market and strengthen the generation of income for investors.

The brand uses the GRI™ as a benchmark of performance to inform the board of investors of progress in meeting company objectives. The score provides an objective, reliable and transparent way to track performance and financial wellbeing.

The company’s Global Review Index™ (GRI) has risen by an impressive 4% since implementing ReviewPro and related processes.

“Our KPIs are continually improving, especially GRI™, because the ReviewPro system groups information from multiple sources and helps us identify opportunities and turn them into effective action, increasing customer satisfaction and helping to achieve the results expected by our Board of Directors.“

-Allan Mochny, Quality Coordinator, Transamerica Hotels

The GRI™ is an industry-standard online reputation score derived from review data taken from all major online travel agencies and review sites. GRI™ can be measured for an individual hotel, group of hotels or hotel chain.

How Transamerica Hotels uses ORM+GSS

By combining feedback from the Guest Survey Solution (GSS) with insights provided by online reviews, Transamerica Hotels can hone in on detailed information about areas of strength and areas where improvement is needed.

As an example, upon analyzing results from post-stay surveys, the company discovered a number of issues with its food and beverage services, which were outsourced at the time. Recognizing that these issues were having a negative impact on the guest experience and, in turn, online reputation, management made the decision to cancel the outsourced breakfast contracts at selected hotels and bring the services in-house.

Examples of reviews from before and after bringing the breakfast service in house.

How Transamerica Hotels uses ORM+GSS+ACM

Transamerica Hotel Chain doesn’t stop at measuring and analyzing guest feedback, it also puts a high value on action. To keep staff engaged and ensure that problems with quality, service and operations do not go unresolved, the company added the Auto Case Management Solution (ACM)to its suite of ReviewPro products.

ACM allows hotels to act on guest feedback quickly and efficiently by automating internal processes and ensuring that guest issues don’t go unfixed. Hotels can set alerts and escalation parameters based on specific types of guest feedback and ratings in both online reviews and surveys (in-stay and post-stay). Workflows can be defined to match the hotel group’s structure and processes.

After employing ACM, staff engagement skyrocketed.

“After the implementation of ReviewPro in the Transamerica Hospitality Group, we have redefined our corporate strategy related to online reputation. Since then, we’ve been tracking customer satisfaction in all our hotels, and comparing ourselves to the competition, and we’ve been able to improve speed and response rate on OTA’s and other digital channels.”

-Allan Mochny, Quality Coordinator, Transamerica Hotels

Guest Experience Improvement Suite

The powerful combination of tools and processes provided by ReviewPro’s Guest Experience Improvement Suite™ allows Transamerica Hotels to take an integrated approach to guest experience management. By collecting guest feedback at key touchpoints in the traveler journey and managing it on one easy-to-use central dashboard, brand scan gain a clearer picture of areas that need improvement and areas that give them a competitive edge. The insights from this data can be leveraged to elevate the guest experience and boost online reputation, bookings, and revenue.

To find out how you can integrate reviews, surveys and case management on one dashboard, request a demo today.

About

Transamerica Hotels

Transamerica Hospitality Group is a prominent hotel chain in Brazil, operating 26 properties across major cities such as São Paulo, Recife, Curitiba, and Campo Grande. Their portfolio includes a range of accommodations, from luxury resorts like the Transamerica Comandatuba All-Inclusive Resort in Bahia to business-oriented hotels such as Transamerica Berrini in São Paulo.

The group is recognized for its commitment to guest satisfaction, offering amenities like complimentary Wi-Fi, fitness centers, and on-site dining options. By integrating guest feedback into their operations, Transamerica Hospitality Group continually enhances the guest experience across all their locations.

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About Shiji Group

Shiji Group is a multinational technology company that provides software solutions and services for enterprise companies in the hospitality, food service, retail, and entertainment industries, ranging from hospitality technology platforms, hotel management solutions, food and beverage, and retail systems, payment gateways, data management, online distribution and more.

Founded in 1998 as a network solutions provider for hotels, Shiji Group today comprises over 5,000 employees in 80+ subsidiaries and brands in over 31 countries, serving more than 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets.

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