|
Integrated Quality Assurance (IQA) is a custom-designed quality measurement program that assures guest satisfaction and measures compliance with Preferred brand standards. Preferred utilizes two measurement tools for a complete picture of hotel quality and reputation: Preferred utilizes two IQA measurement tools for a complete picture of hotel quality and reputation:
All IQA participating properties have access to two platforms: Our Online Reputation Management (ORM) tool measures customer satisfaction and provides a summary of key indexes and identifies changes compared to the previous period or the same period last year as well as specific reviews and comments posted by guests. Skillful management of customer feedback is critical to a hotel’s success. Negative testimonials or comments in popular online forums, as well as scams and false users, can potentially put your hotel’s reputation in distress. Management Response in these situations can be a game-changer, allowing you to recognize the guest’s feedback and respond accordingly. Meanwhile, positive comments can be used by your management to recognize team members who are going above and beyond to provide the best possible guest experience. REVIEWPRO OFFERS THREE YEARS OF HISTORICAL DATA FOR ONLINE REPUTATION; DOWNLOAD ANY REPORT YOU WOULD LIKE TO STORE FOR THE FUTURE. IF YOU NEED ACCESS TO YOUR REVIEWPRO ACCOUNT, OR ASSISTANCE SETTING UP ADDITIONAL USERS FOR YOUR PROPERTY PLEASE CONTACT IQASUPPORT@PREFERREDHOTELS.COM. |
ReviewPro powers this custom tool, which collects ratings and scores from 140+ global consumer review channels and top social media platforms and quantifies the commentary using “semantic analysis.” These scores, for subscribers and up to 15 hotels in their competitive set, are displayed on the easy-to-use, customizable IQA Consumer Review Dashboard.
Scores and responses from the most robust sites are delivered to the dashboard in real-time allowing users to take immediate action and provide timely responses to consumer comments. Additionally, subscribers can set up custom reports and alerts that provide notifications when a significant review or comment is posted.
|
This platform includes:
|
Included with your Preferred Travel Group membership, as part of Quality Assurance fee
Complete a PRS Form, available on PreferredNet to initiate setup
Please reach out to IQASupport@preferredhotels.com should you have any questions about the Preferred Travel Group Quality Assurance program.
How do I know how my hotel is doing?
The ReviewPro Dashboard includes your total number of reviews (positive/negative/neutral), Semantic Analysis Score, Management Response Score, and GRI Score that indicates the cumulative score from all online reviews. Monthly Executive Summary reports are also sent to registered users which show a concise & current overview of the most relevant indicators and analysis for your hotel as it pertains to online reputation. Your customized comp set is also featured, allowing you to compare results for specific areas, time periods, and key words using a filtering device.
Who should use the Consumer Review Dashboard at my hotel?
Access to the Online Reputation Management Tool should be controlled at a senior level, but because the IQA program is designed to help management maintain and improve customer satisfaction, you may wish to provide access to key department heads in Rooms, Food & Beverage, Maintenance, as well as to a Social Media or Marketing Manager who is responsible for responding to posted comments and engaging with current and potential guests.
What if I want to respond to a review or comment?
ReviewPro users now have the ability to respond to Google & Booking.com reviews online without leaving the ReviewPro platform. This can be achieved by activating the API-integration between Review Pro and Google/Booking.com. Reviews from all other sites will have a “Respond to Review” option which will prompt you to login and respond directly from that site.
Can this tool help me to market my hotel to consumers?
Through IQA’s Online Reputation Management Tool, you will be able to respond in a timely manner to situations that could impact business, determine your ranking among your competitors, identify consumer needs and expectations, and as a result, take advantage of new media, develop targeted campaigns, and create revenue generating opportunities.
What training is there available?
ReviewPro created a customized training specific to Preferred Travel Group online reputation management which can be found on Preferrednet.net here. This training is available in English, French, Spanish, Italian, and Chinese. Additionally, we provide monthly webinars in multiple languages and time zones based on current and relevant topics to help you with get the most out of this tool. Sign up for the next webinar here.
Please contact your Preferred Travel Group Director of Hotel Revenue Optimization for more information or email IQASupport@Preferredhotels.com.
