Rani Croshal
Chief Customer Officer
Rani Croshal leads the global Customer Success organization at Revinate, driving customer retention, growth, and loyalty. With over 20 years of experience building and scaling SaaS and services teams, Rani is passionate about helping customers realize the full potential of technology solutions and designing customer-centric strategies that deliver measurable value and deepen relationships. Outside of work, she enjoys spending time with her family and her dog Kamea, traveling, exploring new cultures, and unwinding with a good book.
Featured articles
How to create a better guest experience: design thinking for hoteliers
It’s no secret that guests expect a personalized experience, whether they’re staying in a hotel or choosing a movie to watch on the couch. Every communication you have with a guest should be tailored to them. But first, to connect with your guests and provide them with the experience they want, hoteliers first have to think like a guest. One way of getting yourself to think like a guest is to use the design thinking [...]
Get to Know Your Guests Better With Guest Preferences
In the past, hoteliers focused on providing a uniform experience to all guests. Today, guests expect personalized service and unique experiences. While this can be challenging from a service standpoint, technology has taken a lot of the work out of collecting and using guest data already contained in the hotel’s PMS to provide the exceptional service that guests crave. While hotel software solutions are treasure troves of guest data, with some work hoteliers can add [...]
6 Tips to Increase Your Hotel Department Scores
Department scores largely define how the public views your property. Low scores typically coincide with low ratings and fewer bookings. I think we speak for everyone when we say that’s the last thing you want. So how can you ensure your department scores are as high as possible? We’re sharing a few pointers that will help raise your scores. 1. Embrace technology Many hoteliers stand behind personalizing the guest experience with face-to-face interaction. Although this [...]
Exclusive Interview: Improve the Hotel Booking Process, the Guest Experience, and More
What are some of the reasons why guests choose to book with an online travel agency (OTA) over a hotel’s website? According to an August 2016 Phocuswright report, the #1 reason is that OTA websites are easy to use. There is also a widespread consumer misconception that OTAs offer better prices than booking directly with a hotel. We sat down with Charlie Osmond of Triptease to discuss some of the ways his company is helping [...]
How review sites can protect against fake hotel customer reviews
Recently, an article published in eHotelier alleged that around 20% of online hotel customer reviews may be unreliable or fake, according to research conducted by Dr. Markus Schuckert and Professor Rob Law of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University.The article brings up a source of anxiety for many hoteliers, as today, online reputation is everything. When asked by TripAdvisor and Phocuswright, 93% of travelers said that online [...]
Demystifying the Net Promoter Score for Hotels
The Net Promoter Score (NPS) is a simple but powerful metric used to measure guest satisfaction with one question. Created by Bain & Company, NPS is an emotion-based question that asks customers to rate on a scale of 0-10, “How likely are you to recommend this business to a friend or colleague?” It's a great internal indicator of how your hotel is doing. How does Net Promoter Score work? Guests are asked to rate one [...]