Luxury Resort Hotel

Reference Case: Luxury Resort Hotel

Enhancing arrival experience

Background

A Middle Eastern luxury resort hotel has identified the guest arrival journey as the key focus area for service improvement to drive up satisfaction.

The hotel, however, was not able to prioritise the improvements as the customer feedback was scarce and vague.

Our Solution

Quantification of what impacted satisfaction and fixing the root causes

Our AI algorithm calculated the impact of each aspect of the arrival experience for each type of guest on both the arrival experience and overall satisfaction
Once the key issues were identified, we worked with the hotel’s team to identify what were the root causes behind the issues and found together solutions for them
We provided periodic progress updates on the improvements so the hotel could see the impact

Outcome

The hotel has been able to see significant improvement in the arrival experience (+5 NPS) and in overall satisfaction (+2 NPS).
Now, they know now which are the most critical aspects from the guest point of view and can focus on them