Red Lion Hotels has extended the ReviewPro guest-satisfaction offerings to all 350 Knights Inn properties it acquired last year. The newly acquired hotels have been added to ReviewPro’s online reputation management and guest satisfaction survey products. RLH monitors reputation at the individual property level and the corporate level in order to identify areas for operational and service improvement and highlight where training is needed, all based on guest feedback.
“Red Lion Hotels puts a high value in online reputation, recognizing the impact it has on the bottom line,” Dominic Longo, senior director of standards, compliance and training at RLH, said in a statement. “With ReviewPro’s solutions we know what guests are saying, can escalate issues and stem negative reviews, which helps us to continually improve. ReviewPro’s GSS is an amazing tool that allows us to gain the detail that we need. With its flexibility, detail of data and ability to see everything clearly and in one place, ReviewPro offers advanced capabilities to help assist our hoteliers with managing and improving their online reviews.”
Longo said RLH is focusing on three key areas as part of its reputation strategy for the coming year. “First, prioritizing online reputation and making operational and service improvements based on guest feedback,” he said. “Second, ensuring that brand standards are met across all properties by benchmarking performance and identifying areas for improvement at both the local and global corporate level. Third, harnessing the power of guest satisfaction surveys to access information where we need it most."