The Peabody Hotel
The Peabody Orlando is a luxury hotel located in the heart of Orlando’s world-renowned attractions. With extensive meeting space and in close proximity to the Convention Center, the hotel caters to business people looking for a luxurious retreat following a day of work. Later this year, The Peabody Orlando will be revealing its $450 million expansion, bringing the room count to more than 1600. Barb Bowden is the General Manager of the hotel.
With more than 23 years of experience at The Peabody, Barb Bowden knows how seriously the hotel takes customer service. Unlike many hotels that simply track guest satisfaction through surveys, The Peabody has a guest engagement committee that is dedicated to guest satisfaction and meets regularly throughout the year. When she was promoted to GM of the Orlando property, Barb made it her mission to find an efficient solution to monitoring and measuring online reviews as a new measure of guest satisfaction for not only The Peabody Orlando, but also The Peabody Memphis and the Peabody Little Rock.
Picture 1
Importance of Online Reviews
Regarding the importance of tracking online reviews, Bowden says, “There is no doubt that people visit online review sites before they travel to read reviews and find out where they should stay. It’s important to not only have great reviews but also to show our guests that we are engaged with them even after they travel and post a review. The interaction is important and prospects see that as a great sign of our customer focus,” she adds.
First Look at Revinate
After researching and comparing various business intelligence solutions to manage social media, Barb selected Revinate. She immediately saw how much more efficient the hotel could be with Revinate. She says, “Before Revinate, we were manually visiting each review site and copying and pasting relevant reviews into an excel spreadsheet. There was no methodology and it was impossible to track our success over time or see how we were doing against our competition.”
Daily Process and Procedures
Today, all Peabody Hotels are using Revinate to monitor and manage online reviews and social media. Kate Thomas, Revenue Specialist and Barb’s Executive Assistant is the point person for all properties. In addition to the Guest Services team, each property has a process owner who logs in every day.
According to Bowden, The Peabody Hotel has found the operational efficiency that it was looking for. She says, “Revinate has allowed us to create a formal program around online reviews. Each month we conduct a call with the three properties and we review the data and trends. We finally have a way to get a comprehensive look at all our online reviews and we don’t have to spend hours each day aggregating the content. It’s all there in easy to use reports and dashboards,” she adds.
Looking Forward
Down the line, The Peabody team is looking forward to using Revinate’s Twitter and Facebook features to capture guest feedback and establish closer guest relationships. They know guest satisfaction is a practice that takes time, energy and a consistent approach and are meeting the challenge head on.
With more than 23 years of experience at The Peabody, Barb Bowden knows how seriously the hotel takes customer service. Unlike many hotels that simply track guest satisfaction through surveys, The Peabody has a guest engagement committee that is dedicated to guest satisfaction and meets regularly throughout the year. When she was promoted to GM of the Orlando property, Barb made it her mission to find an efficient solution to monitoring and measuring online reviews as a new measure of guest satisfaction for not only The Peabody Orlando, but also The Peabody Memphis and the Peabody Little Rock.
Picture 1
Importance of Online Reviews
Regarding the importance of tracking online reviews, Bowden says, “There is no doubt that people visit online review sites before they travel to read reviews and find out where they should stay. It’s important to not only have great reviews but also to show our guests that we are engaged with them even after they travel and post a review. The interaction is important and prospects see that as a great sign of our customer focus,” she adds.
First Look at Revinate
After researching and comparing various business intelligence solutions to manage social media, Barb selected Revinate. She immediately saw how much more efficient the hotel could be with Revinate. She says, “Before Revinate, we were manually visiting each review site and copying and pasting relevant reviews into an excel spreadsheet. There was no methodology and it was impossible to track our success over time or see how we were doing against our competition.”
Daily Process and Procedures
Today, all Peabody Hotels are using Revinate to monitor and manage online reviews and social media. Kate Thomas, Revenue Specialist and Barb’s Executive Assistant is the point person for all properties. In addition to the Guest Services team, each property has a process owner who logs in every day.
According to Bowden, The Peabody Hotel has found the operational efficiency that it was looking for. She says, “Revinate has allowed us to create a formal program around online reviews. Each month we conduct a call with the three properties and we review the data and trends. We finally have a way to get a comprehensive look at all our online reviews and we don’t have to spend hours each day aggregating the content. It’s all there in easy to use reports and dashboards,” she adds.
Looking Forward
Down the line, The Peabody team is looking forward to using Revinate’s Twitter and Facebook features to capture guest feedback and establish closer guest relationships. They know guest satisfaction is a practice that takes time, energy and a consistent approach and are meeting the challenge head on.