Sandals Resort, one of the leading hotel brands, has recently improved their customer service by incorporating technology from Loop Mobile Guest Engagement by Benbria.
Sandals chose to leverage its guests’ preferred channels of communication- email, SMS and the web, to create a portal of communication between guests and employees, working towards creating an overall better experience for their guests.
Sandals has given their rooms a QR-code-enable signage with the slogan: “Help Make Their Stay a Perfect One.” With a user friendly platform, guests can use a range of smart devices, by simply scanning the QR code of entering the URL, a loop is created to help guests report a problem, make a request or suggestion to help better their experience and stay at Sandals Resorts. After the guest makes these requests, the appropriate hotel staff member will be alerted to the guests’ request and try to address the problem as soon as possible.
Sandals hopes this new technology will help benefit three key areas of their hotel service. First of all, they want to improve guest satisfaction, creating a loyal customer base. Implementing Loop in the hotel chain gives Sandal’s staff the ability to react immediately to guests, and have the tools and information to fix guests’ issues in real time, improving the quality of their stay. Secondly, Loop allows the recovery of at-risk guests leading to the third key benefit, fostering positive online reviews.
In the age of the internet where most people check reviews on TripAdvisor, or Hotels.com online reviews can make or break potential customers booking decisions. With Loop, Sandals is trying to obtain the upper hand and address issues customers may have before they run to TripAdvisor and make sure the entirety of internet users knows every detail that went wrong during their stay.
Suzy Treece, VP Hospitality and Travel, Benbria, applauds Sandals for incorporating this new strategy. “Forward-thinking brands such as Sandals Resorts are continuously looking for new ways to improve the guest experience by proactively addressing issues before guests check out,” stated Treece, “With Loop, Sandals is driving real-time operational improvements so employees can act in the moment during a guest’s stay to improve their experience and drive lasting loyalty.”
Edited by Maurice Nagle
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