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Success Story Success Story Carlson Rezidor Hotel Group Carlson Rezidor Hotel Group is one of the world’s largest and most dynamic hotel companies with a portfolio of over 1,300 hotels in operation and under development. Its brands include Radisson Blu, Radisson®, Park Plaza®, Park Inn by Radisson, Country Inns & Suites By CarlsonSM and Hotel Missoni. Sarah Garis, a seven-year veteran at the company, moved into a social media position in August of 2011 and her first project was to drive a pilot program with the goal of selecting an Online Reputation Management solution for the company. The team looked at other software solutions but ultimately decided to do a 34-hotel pilot with Revinate for a couple of reasons. First, they wanted a solution that was custom designed for the hospitality industry, with solutions started to learn from the data.” For for both property and corporate example, Sarah notes that many “Revinate provided level users. Second, they wanted hotels were surprised to see all personalized training a solution that would work for both the online sites that have reviews for the properties and select-service and full service hotels. for their properties. When the staff has a wealth of training Confident that Revinate would started to see how many sources information online, meet their needs, Sarah rolled out there were, and how many reviews including best practices. Revinate to the pilot customers. were out there, they knew they needed to start paying attention to But in reality Revinate While the rollout of new technology all reviews, not just TripAdvisor. is so easy to use and can often be a daunting process, understand that our staff Sarah was amazed by how smooth As the pilot hotels began paying took to it immediately. the Revinate rollout was. She says, closer attention to their reviews, They were actually excited “Revinate provided personalized Sarah saw significant improvements to be using it and there training for the properties and has a in the hotels’ online reputations. At was a lot of buzz when wealth of training information online, corporate, the team was tracking including best practices. But in the properties’ performance using managers started to reality Revinate is so easy to use Revinate’s corporate reporting learn from the data.” and understand that our staff took solution, which allows management Sarah Garis to it immediately. They were actually or ownership groups to stay on Manager, Social Media excited to be using it and there top of the progress at the hotels. was a lot of buzz when managers They saw more hotels responding For more information or to schedule a demo, email us at [email protected] or visit Revinate.com Success Story properties, Carlson Rezidor Hotel She says, “With the growing research Group made the decision to promote showing the correlation between “The rollout process was Revinate to the entire portfolio. For online reputation and ADR, it was surprisingly easy, especially the company-wide rollout, Sarah great to see the revenue team using considering the number partnered with her Customer Care Revinate as an informational source.” of properties that signed Team to put together the rollout With more than 80% of properties up immediately. We were plan, which included a combination using Revinate, there was a great of internal promotions, trainings opportunity to compare performance very impressed by the and Webinars in conjunction with between hotels using Revinate and resources that Revinate multiple, personalized Revinate hotels not yet using the solution. When put behind our success.” training events. Of the process, the two data sets were analyzed, Sarah Garis Sarah says, “The rollout process it clearly showed that hotels using Manager, Social Media was surprisingly easy, especially Revinate dramatically outperformed considering the number of properties hotels that had not yet adopted the that signed up immediately. We were solution when it comes to average to reviews than before, and, very impressed by the resources that review rating, negative review because the hotels were paying Revinate put behind our success.” response percentage and TripAdvisor closer attention to their feedback Popularity Index. Sarah says, “When and learning from their guests, While it came as no surprise that we shared these statistics with the their review scores and TripAdvisor Revinate was readily adopted by hotels who had not yet signed up, Popularity Index were improving. management and social media their interest was definitely piqued. teams, Sarah was surprised and I’m looking forward to having the With overwhelmingly positive excited by how quickly the revenue entire portfolio up and running.” feedback and trends from the pilot generation team adopted Revinate. “With the growing research showing the correlation between online reputation and ADR, it was great to see the revenue team using Revinate as an informational source.” Sarah Garis, Manager, Social Media About Revinate Revinate helps hotels and restaurants compete with a user-friendly software solution for managing and tracking reviews and media mentions on OTAs, review sites, and social networks. Developed exclusively for the hospitality industry, Revinate allows hotels and restaurants to turn online guest feedback into actionable plans to quickly respond to competition and market demands, increase customer satisfaction and drive revenue. Revinate is based in San Francisco and has over 20,000 hotel and restaurant clients worldwide. To learn more, visit revinate.com. For more information or to schedule a demo, email us at [email protected] or visit Revinate.com.
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