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Success Story Hampton Inn Savannah I-95, Ga. Just a few years ago, Jennifer Kovacs, General Manager of Hampton Inn Savannah, wasn’t a big fan of TripAdvisor. She thought it was a site used by disgruntled guests to complain about hotel experiences. Today, Jennifer feels very differently about the reviews giant. She says, “TripAdvisor is an incredibly powerful tool and I have realized that if you actively manage your reviews, the time invested pays off.” A big part of Jennifer’s turnaround was working with Revinate, the online reputation management platform provided, by management, to hotels in Newport Hospitality’s portfolio. A twenty-year veteran of the hospitality industry, Jennifer knows that staff at highway properties, such as the one that she manages, need to work just a little bit harder to excel at social media and forge a strong online reputation. As a result, Jennifer relies on Revinate’s daily alerts to ensure that she never misses a change in her online standing, whether it’s a new review, a new mention on social media, or a change in sentiment scores.
“Revinate saves me so much time. Being able to respond to reviews or any mention across the Web in a single place is incredibly valuable.” Jennifer Kovacs General Manager
When a mention merits engagement, Jennifer logs into Revinate to take action. She says, “Revinate saves me so much time. Being able to respond to reviews or any mention across the Web in a single place is incredibly valuable.” Jennifer, like other GM’s with Newport Hospitality, takes the time to read and respond to all reviews, whether they are positive or negative, and knows that it pays off. She explains, “When I am the front desk, I wear a name tag and have heard from guests that recognize my name that they chose to stay with us because of the consideration that I show in my responses.” To get a real sense for what guests love at the property, and for what might need some improvement, Jennifer uses Revinate’s Sentiment Analysis tool and keyword searches to drill down on topics. Jennifer has used the analysis to implement changes to successfully improve the guest experience. She explains, “Given our location, we get a lot of guests traveling with pets. One thing I learned through the analysis of our reviews is that guests were frustrated with our procedure of checking in with pets because we made them sign a form asking for cell phone information and other details. I realized, when I isolated these reviews, that we didn’t
“When I am the front desk, I wear a name tag and have heard from guests that recognize my name that they chose to stay with us because of the consideration that I show in my responses.” Jennifer Kovacs General Manager
do a good job of explaining why we ask for this information. I retrained our front-desk team to explain that we love having pets but need to collect some information for the safety of the pet. Once people understood why we were requiring the information, we heard much less about it in reviews.” Jennifer also appreciates the competitive information that she gets from Revinate. In addition to learning more about her competition by reading their reviews, she actively monitors social media for mentions of these hotels. Once, when a disgruntled guest complained about an experience at a neighboring
For more information or to schedule a demo, email us at
[email protected] or visit Revinate.com
Success Story hotel, she reached out on Facebook and invited the man to give her hotel a try next time. He accepted her invitation and has been back to stay at Hampton Inn four times. In addition to listening for feedback about competitors’ hotels, Jennifer also uses Revinate to monitor social media, blogs and the web in general for any mentions of groups, associations or businesses coming to Savannah. She says, “There are so many sales opportunities available today to hoteliers that think a bit differently and use the tools available to them. Revinate helps us find leads and understand who is traveling to our city. There is some real power there.”
“There are so many sales opportunities available today to hoteliers that think a bit differently and use the tools available to them. Revinate helps us find leads and understand who is traveling to our city. There is some real power there.” Jennifer Kovacs General Manager
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 15,000 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
