San Francisco, CA – May 19, 2011 – Revinate, the leading online reputation and social media management solution specialized for the hospitality industry, announced today new functionality that will enable its hotel customers to easily operationalize public feedback as the next generation of guest satisfaction scoring.
Revinate’s new GS2 Reports (Guest Satisfaction 2.0) are an industry first, analyzing public guest feedback from review websites and online travel agencies. Social media has quickly grown into the most important source of guest feedback. GS2 Reports, delivered directly to inboxes in an intuitive spreadsheet format, are designed to easily fit into the industry’s specific workflow. Weekly and monthly GS2 Reports, available today for brands and portfolios as a premium service, allow managers to set and track goals by region or property grouping, and quickly measure property performance against key metrics such as review ratings, review volume and TripAdvisor Popularity Index, among others. GS2 Reports will soon be available for individual properties.
“Revinate’s exponential growth over the last twelve months is proof that hotels have adopted online reviews and feedback on social media sites as critical sources of guest satisfaction data,” said Jay Ashton, Co-founder and CEO of Revinate. “With GS2 Reports we’re able to provide hoteliers with the tools they need to operationalize this feedback in order to improve their business performance.”
“GS2 Reports are critical for a number of reasons,” said Brent Oswald, Director of Online Marketing and Web Presence at Kimpton Hotels and Restaurants. “First, it allows our properties to see how they are doing against each other, which drives healthy competition to be the best. Second, online review data provides us with real-time feedback on the health of our hotels so we can reward our top performers and quickly address operational issues,” added Brent. “Hotels that ignore this data are turning their backs on their customers and fighting change.”
“Our hotels are investing significant time and resources in online reputation management,” says Michael Bennett, VP, eCommerce & Communications at White Lodging. “GS2 Reports allow us to easily track performance and set goals across our brands and regions. We will use the data to reward the properties that are exceeding their goals and to provide additional support to the ones who are falling short.”
“Hotels are quickly recognizing the link between revenue management and reputation,” says former GM and hotel consultant, Daniel Edward Craig. “It is absolutely critical for hotels to have GS2 Reports to track reputation as it does drive bookings.”
GS2 Reports come on heels of huge client growth at Revinate that has allowed the company to invest significant resources into product development. New customers include Hyatt Hotels North America, Sofitel, InterContinental, White Lodging and Delta Hotels and Resorts. There are currently thousands of organizations worldwide using Revinate, from independent properties to brands, asset managers and owernship groups of all sizes.