Radisson Blu Luxury Hotel Case Study

Product: Heda

Geography: India

Implementation Timeline: 25 days

Customer Background:

Radisson Blu, a prominent luxury hotel in Mysore, has an ethos to provide the best-in-class services to its guests. They wanted a comprehensive and cost-effective feedback management solution that would provide them with real-time insights into guest sentiments.

Problem Statement:

• The hotel's currentfeedback process was unsuccessful in determining key performing or non-performing areas as well as the root causes of service laps.
• The hotel's inability to collect timely feedback prohibited it from making the required changes to improve the guest experience.
• According to an Invesp study, around 90% of customers go through online reviews before visiting a business website.Most unhappy guests posted reviews of the hotel after their stay on social media.As a result, the brand's reputation suffered, leading to fewer consumers and lower sales.
• Due to staffing issues, the hotel was unable to engage in active listening, real-time analysis, and finding the best potential solution to enhance the guest experience.

Approach:

• BOTSHOT’s hospitality experts created a bespoke feedback management system for Radisson’s use case.
• Two separate surveys were designed to capture restaurant and overall stay feedback
• These web-app-based surveys were presented to guests at several touch points throughout their stay.
• The results of the survey would be displayed immediately on a customized dashboard. 
• A real-time escalation mechanism alerted managers to low-scoring surveys via WhatsApp, SMS, and email.
• Managers could assign, submit investigations, and act on low-scoring surveys to improve services.
• A tri-level escalation matrix was implemented, which would trigger if feedback remained un-actioned for 4 hours.
• Daily, weekly, and monthly data-rich reports were scheduled for the management to know the performance levels of their departments, associates, and service.

Benefits:

• The hotel was able to capture whooping 2400+ insightful responses in a single quarter.
• The hotel was able to quickly determine Top & Bottom services, associate and department level, using real-time rich data analytics.
• The hotel's NPS (Net Promoter Score) score averaged more than 85%, improving by 15% in two consecutive quarters.
• The hotel's satisfaction score on TripAdvisor and other social media increased by 10% in two consecutive quarters.
• A research shows that 88% of customers trust online reviews and opinions almost as if they were personal recommendations.With the improved services, the hotel saw a 17% spike in repeat business over two quarters.
• The management was able to enhance their guests' overall experience after identifying the negative experiences, turning 60% of potential distractors into loyal happy patrons.

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