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Manchester Grand Hyatt is a 1,625-room hotel located on the water and within reach of the city’s numerous attractions, including the Gaslamp Quarter, the San Diego Zoo and Sea World. The hotel features a full-service spa, tennis courts, a 24-hour gym, an outdoor pool and hot tub and a world-class marketing department.
Machester Grand Hyatt San Diego was one of the first Hyatt properties to adopt Revinate, now a brand standard among Hyatt hotels in North America. Kristin Spitz, Electronic Sales and Marketing Manager, is credited with finding and championing Revinate at the hotel. She says, “I was spending about three hours a day visiting all the review sites and seeing what was being said about our property. When I saw how much time I could save with Revinate, I knew it was a must-have service.” Using Revinate, Kristin estimates she saves more than two and a half hours a day, giving her more time to drive sales and engage with guests.
Kristin and her team have long believed that listening and responding to reviews and mentions is the right thing to do for the business. She says, “Our business is about customer service and listening to our guests. I love that there is such an accessible channel that allows us to listen to our guests’ comments and then improve our operations based on this feedback.” And guests are clearly taking notice. One TripAdvisor review of the property, dated February 22, 2011 states, “We originally had reserved a room at a hotel next door but decided to change when we noticed the staff pays attention to the TripAdvisor reviews.”
Investing in a social media program at the hotel is also paying off. Kristin uses Social Media Searches, a feature in Revinate, to find people who are looking for hotel recommendations in San Diego. Social Media Searches monitors Twitter, public Facebook pages, blogs, forums and millions of other sources. Kristin says, “Social Media Searches is a huge improvement over Google Alerts. It’s much more comprehensive and has proven to be a great tool, allowing me to find new business for both the hotel, and the spa.”
Kristin has also found that social media can be a valuable tool for driving loyalty and customer satisfaction. She actively monitors the Twitter hash tags for the groups meeting in the hotel to identify any issues that might arise or opportunities to surprise and delight guests. She explains, “By watching the stream of tweets during meetings, I have a real-time look at how things are going. A few months ago I saw a meeting guest tweeting about trouble with the wi-fi. Within minutes, I was able to send a technician to the room to fix the issue before it became a problem. The guests were floored at how responsive and on-the-ball we were.”
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