Scribd Logo
Upload

Welcome to Scribd!

  • Aniket

    Uploaded by

    AKSHIL DASTURE
    3 views16 pages
    This document provides strategies for hotels to improve guest experience and increase positive reviews on sites like TripAdvisor. It discusses focusing on pre-arrival communication, warm welcomes, timely responses to requests, collecting feedback, and encouraging departing guests to leave reviews. The goal is to create a "wow experience" through memorable amenities and moments that guests want to share online to help the hotel.

    Original Description:

    How To WOW The Guest at executive Lounge To Increase GV and TripAdvisor

    Original Title

    Aniket ppt

    Copyright

    © © All Rights Reserved

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    This document provides strategies for hotels to improve guest experience and increase positive reviews on sites like TripAdvisor. It discusses focusing on pre-arrival communication, warm welcomes, timely responses to requests, collecting feedback, and encouraging departing guests to leave reviews. The goal is to create a "wow experience" through memorable amenities and moments that guests want to share online to help the hotel.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    3 views16 pages

    Aniket

    Uploaded by

    AKSHIL DASTURE
    This document provides strategies for hotels to improve guest experience and increase positive reviews on sites like TripAdvisor. It discusses focusing on pre-arrival communication, warm welcomes, timely responses to requests, collecting feedback, and encouraging departing guests to leave reviews. The goal is to create a "wow experience" through memorable amenities and moments that guests want to share online to help the hotel.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 16

    “How To WOW The Guest at

    executive Lounge To Increase


    GV and TripAdvisor “
    verbally hurling
    verbally hurling
    How To WOW The Guest at executive
    Lounge To Increase GV and
    TripAdvisor

    Strategies through Creating A WOW Encouraging


    TripAdvisor. Medallia. Experience
    Division The Guest.

    • About . • About. • Pre-Arrival.


    • History. • History. • Arrival.
    • Importance For • Important For • In – House.
    The Organization. The Organization.
    TripAdvisor

    Founded February 2000; 19 years ago


    Type Of Business Public
    • TripAdvisor is the largest travel website in the world .
    • TripAdvisor is an American travel and restaurant website company that shows hotel and
    restaurant reviews.
    • 96% of TripAdvisor users consider reading reviews important when planning trips and
    booking hotels.
    • 83% of TripAdvisor users will “usually” or “always” reference reviews .
    • The majority of TripAdvisor users (79%) will read at least 6-12 TripAdvisor reviews before
    choosing a hotel. fore deciding to book a hotel.
    Founded February 2001; 18 years ago
    Type Of Business Private
     Medallia provides a platform for survey, Social,  How It Is Helpful
    text, written and online feedback. Medallia designed Web Experience
     Medallia provides Software-as-a-Service (SaaS) to take the mystery out of web
     Customer Experience Management (CEM) customers’ behavior and,
     Enterprise Feedback Management (EFM) ultimately, provide companies with
     business-to-business (B2B) a clear understanding of what they
    must do to make visitor
    experiences better and resolve
    “commercial trouble spots

     Increase customer satisfaction and profitability.


    PROVIDE A
    GREAT
    EXPERIENCE FOR
    YOUR GUEST

    Recognizing The
    Importance Of Guest
    Satisfaction It’s Important
    That You Actively Work To
    Improve The Guest
    Experience.
    Division
    Pre- Arrival

    To Gather All The


    Information Of The Guest
    From The Pre-Arrival
    Report. His Like /Dislike .
    Previous Incident .
    In - House

    1. Start with a Smile/ warm Welcoming.


    2. Treat The Guest With Empathy.
    3. Respond Promptly And Accurately
    4. Be Reliable.
    5. Make Information Accessible.
    6. Anticipate Customer Needs.
    7. Look For Ways To Get To Yes .
    8. Taking Feedback /Further Assistance.
    9. Follow Ups .
    FOCUS ON COLLECTING GUEST
    FEEDBACK

    After A certain Gap Of Service


    Get Proper Feedback From
    Guest , To Know Our Service Are
    Meeting Guest Expectation.

    Note: Always Go With Open Ended Question


    Arrival

    Warm Welcoming ,Smooth


    Check In
    Place The welcome
    Amenities In The Room, As
    Per Guest Preference
    (Second Timer/regular)
    How To Create Wow Experience

    To create an Experience Worth


    Reviewing about.
    “Remarkable” creative
    amenities or features could
    you offer to get people to
    review it.
    How To Create Wow Experience

    Give Your Guest Something To


    Talk , Shower The Guest With
    So Many Magical Moments ,So
    That They Can Take Time To
    Want To Share Their
    Experience With The World.
    How To Create Wow Experience
    L.E.A.R.N
    Departure

    Departure is the best time to ask since


    positive memories from their stay are
    still fresh. Your staff can ask if the
    guest had a positive experience at
    your hotel. If they did, encourage them
    to share their thoughts on a review site.
    THANK YOU

    You might also like