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Taj (luxury full-service hotels, resorts and palaces) is the flagship brand for Taj Hotels Resorts and Palaces. Spanning world-renowned landmarks, modern business hotels, idyllic beach resorts, authentic Rajput palaces and rustic safari lodges, each Taj hotel reinterprets the tradition of hospitality in a refreshingly modern way to create unique experiences and lifelong memories. And when it comes to monitoring online feedback from guests, multiple Taj properties in the United States use Revinate.
Taj Campton Place, located in San Francisco, California, has been using Revinate for close to a year. After a 30-day trial, Anisha Yadav, Revenue Manager, was part of the team that made the recommendation to the corporate office in India to switch from another software solution to Revinate. Since switching to Revinate, Taj Campton Place has seen its TripAdvisor Popularity Index score go from 40 to 16, indicating that when a hotel begins to actively monitor its online reputation, use the feedback to improve operations and guest satisfaction and focus on measurable results, guests take notice and share their delight publicly.
The General Manager, Ashrafi Matcheswala, uses Revinate daily to read and respond to online reviews, which is proving to be a successful practice. The sales and front desk teams routinely hear that guests choose to book at the hotel because of Ashrafi’s dedication to listening and engaging with guests on online review sites, whether their reviews are positive or negative. This year, Taj Campton Place has also begun engaging with guests and prospects on Twitter, via Revinate’s TweetConcierge, and other social platforms.
In addition to allowing staff to easily engage with guests, Revinate has provided Taj Campton Place with tools to effectively track success around guest satisfaction. Anisha says, “Revinate GS2 reports allow us to operationalize guest feedback in a way we, as hoteliers, are used to. Similar to the STR report, we can now see how we’re doing against previous performance, or our competitive set, every week and every month. It’s the perfect way for us to track performance.”
Tracking against the competition is something that Taj Campton Place takes very seriously. Prior to Revinate, the staff didn’t have a good idea what their competitors’ guests liked and didn’t like about the hotels. Anisha says, “Now, with Revinate, it’s easy for us to see and understand our competitive strengths and challenges. Sentiment analysis in Revinate makes is really easy to see how we compare in a qualitative way. This data is incredibly valuable to our sales team,” she adds.
More than a software platform, Revinate has proven to be a partner and ally. Anisha notes that her account manager routinely reaches out to share information about new features and provide free training to help the staff make the most of Revinate. She says, “I feel like Revinate is committed to our success. It’s rare to get a call from a software company that wants to spend time reviewing your account with you to provide insights into the data and suggestions for improving your rankings. But it’s a pleasure doing business with companies like that.”
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