Pan Pacific Hotels Group boosts customer feedback efforts
Pan Pacific Hotels Group is boosting its feedback management efforts well beyond run- of-the-mill hotel reviews, thanks to its collaboration with TrustYou which has been expanded to include the Group’s restaurants as well as its portfolio of hotels.
TrustYou is one of the world’s biggest guest feedback platforms, helping to collect, analyse and manage reviews through easy-to-use dashboards that improve the online reputation of reviewed properties and restaurants across the web and increase bookings.
Pan Pacific Hotels Group now integrates TrustYou Restaurants to manage all reviews submitted based on guests’ dining experiences in each of its many restaurants around the globe. The Group operates more than 40 hotels, resorts, and serviced suites across 24 cities in Asia, Oceania, Europe and North America and has worked with TrustYou for almost two years to conveniently manage and collect all guest feedback within one solution.
“We have seen significant improvements in our operations, scores, and the online reputation of our hotels since using TrustYou,” Pan Pacific Hotels Group vice-president, Food & Beverage, Golden Whitehead says.
“With our signature culinary concepts, Hai Tien Lo Chinese Restaurant and Keyaki Japanese Restaurant, and international all-day dining outlets, we offer a quality F&B experience that is integral to the guest experience. So we decided that we needed to give our restaurant reviews the same attention we give to all other aspects of our customer proposition,” he added.
Reviews and ratings from previous dining guests significantly influence other people’s decisions about whether to visit a restaurant or not, with studies showing that an improvement of even half a star on a scale from 1 to 5 can lead to huge uplift in bookings across peak periods.
TrustYou’s solution offers a number of features including the ability to respond to reviews and to analyse them, both of which have already enabled Pan Pacific Hotels Group to actively improve its client satisfaction levels. Going forward, Pan Pacific Hotels Group will utilise the Survey features to collect reviews after each visit, thereby increasing the number of relevant reviews, and further bolstering their online reputation and that of their F&B outlets.
“Reviews impact hospitality businesses on many levels and provide opportunities for owners and managers to influence the experience they offer to guests. With TrustYou Restaurants, Pan Pacific Hotels Group can now deep dive into how its restaurants and staff are performing and rely on semantic analysis of ten different categories that show the success of its F&B offering. We are excited to be the chosen partner for hotel and restaurant feedback management”, TrustYou vice president Sales & Operations, Alex Tan said.