Success Stories Donovan House - AWS


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Success Stories Donovan House A Kimpton Boutique Hotel In April, 2012, Donovan House officially became a Kimpton Boutique Hotel. With 200 rooms, the hotel is located in the popular 14th street corridor in Washington DC, surrounded by bars and restaurants. With its ultra sleek design and rooftop pool and lounge, the hotel is popular both with locals and visitors alike. As long-time users of Revinate, management at Kimpton’s corporate headquarters made sure that as soon as the hotel was acquired, Revinate was set up to monitor reviews and social media mentions. At the time of the transition, the hotel was ranked as the 93rd most popular hotel in the Washington D.C. market on TripAdvisor. Today, just seven months later, the hotel is ranked 40th and has seen steady improvement across the board on all review metrics, in addition to ADR and occupancy. Abe Liao is the assistant General Manager of Donovan House and has primary responsibility for online reputation management. Using guidelines prepared by Kimpton’s corporate group designed to support their brand, Abe responds to every review to ensure that guests know that their feedback is appreciated and used to reward staff and improve operations. The management team also reviews the feedback and Revinate reports at weekly meetings to make sure that issues that have surfaced in reviews get resolved. For example, Revinate’s powerful sentiment analysis technology allowed the hotel’s staff to discover that guests were not happy about the lighting in their rooms. When staff

isolated the reviews in Revinate’s Sentiment Analysis reports, they found that guests were complaining that street lighting was able to penetrate the hotel curtains, keeping street-facing rooms bright, even at night. Seeing the trend online made them investigate the issue, visiting the rooms and seeing for themselves how the street lights impacted ambiance in the room. As a result, the team is now looking at custom curtains to replace existing ones. Abe attributes the hotel’s success on TripAdvisor to the staff’s close attention to guest satisfaction and online reputation. Hotel staff is trained to engage with guests throughout their stay to ensure they leave happy. Upon checkout, guests are encouraged to share their feedback publicly on online review sites and OTAs, and staff uses Revinate to monitor, analyze and act on feedback.

its reputation across social media sites such as Twitter, Facebook, Instagram and the millions of other sites and blogs where travel is being discussed. Loyal guests are rewarded for visiting the hotel’s social media pages with promotions, insider tips and news of local events. As Donovan House hotels continues to climb the charts on TripAdvisor and gain rave reviews from guests across the Web, Abe and the whole staff are confident that Donovan House will become a crown jewel in the area thanks to a great location and an incredible staff dedicated to guest satisfaction.

Corporate staff at the regional level assists the hotel with managing

For more information or to schedule a demo, email us at [email protected] or visit Revinate.com

Success Stories

The management team also reviews the feedback and Revinate reports at weekly meetings to make sure that issues that have surfaced in reviews get resolved.

About Revinate Revinate helps hotels and restaurants compete with a user-friendly software solution for managing and tracking reviews and media mentions on OTAs, review sites, and social networks. Developed exclusively for the hospitality industry, Revinate allows hotels and restaurants to turn online guest feedback into actionable plans to quickly respond to competition and market demands, increase customer satisfaction and drive revenue. Revinate is based in San Francisco and has over 10,000 hotel and restaurant clients worldwide. To learn more, visit revinate.com.

For more information or to schedule a demo, email us at [email protected] or visit Revinate.com