HTL Hotels has taken a significant step toward enhancing its guest experience by implementing Shiji ReviewPro, a cutting-edge hospitality technology platform. This transformative move has enabled HTL to shift from manual, time-consuming communication processes to automated, personalised messaging, improving both operational efficiency and guest satisfaction.
The results speak volumes. Since integrating Shiji ReviewPro with its Property Management System, HTL has streamlined nearly 20 key guest interactions, from pre-arrival instructions to post-stay feedback. The integration has already led to higher ratings on major online travel platforms, an increase in direct bookings, and a sharper competitive edge for HTL’s four hotels.
Transforming Guest Communication
Osvaldo Czerwiak, Technology Consultant for HTL Hotels, praised the platform’s impact, highlighting a real-world example of its benefits. “Since implementing Shiji ReviewPro, we’ve witnessed a dramatic transformation in how we manage guest communication. One case stood out where we resolved a service issue before the guest even arrived at the reception. The guest was so impressed that they left glowing feedback, and it contributed to an increase in our overall satisfaction ratings,” he shared.
This proactive approach has paid off. HTL Hotels reports that 99.4% of guest concerns are now addressed, with an impressive 92.5% of responses delivered promptly. Platforms like WhatsApp have become vital communication channels, making it easier to connect with guests in real time and convert feedback into actionable improvements.
Enhancing Efficiency and Loyalty
The integration of Shiji ReviewPro is more than a technological upgrade-it’s a shift in how HTL engages with its guests. Ryan King, Senior Vice President of Shiji Americas, expressed pride in the partnership. “Modern travellers expect hotels to be responsive, efficient, and personalised in their approach to service. With Shiji ReviewPro, HTL Hotels is exceeding these expectations. This integration showcases how technology can enhance guest engagement while streamlining operations,” King said.
The platform’s robust reporting tools have also empowered HTL to adopt data-driven decision-making. By analysing guest feedback, the hotels have aligned budget planning and staff incentives with guest needs. This approach has resulted in improved Net Promoter Scores (NPS) and Global Review Index (GRI) scores, reflecting higher guest loyalty and satisfaction.
Setting the Bar for Hospitality
The success of Shiji ReviewPro at HTL Hotels demonstrates the transformative power of technology in hospitality. From enhancing day-to-day interactions to driving long-term growth, this partnership is setting a benchmark for delivering exceptional guest experiences.
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