GLH Hotels, London’s largest owner-operator hotel company with 5,000+ hotel rooms, has been using ReviewPro’s Online Reputation Management solution for four years.
When they saw a demonstration of the latest edition of the Guest Intelligence Suite, which includes Guest Satisfaction Surveys (GSS), and heard how other leading brands were using the insight to make operational and service improvements to drive higher guest satisfaction, GLH felt it was the perfect fit. They decided to replace their existing surveys provider with ReviewPro’s GSS, realizing the benefits of having all guest feedback together in one platform.
The GLH team’s ethos is all about making guests happy, which is reflected in feedback from customers. Since implementing the surveys last month, the hotels have received over 250 staff mentions, one of which said the night manager at the Marble Arch property was a “true hotel legend”. By sharing this feedback with the team, employees are motivated to go that extra mile to exceed guests’ expectations.
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