The Pan Pacific Hotels Group is boosting its feedback management efforts beyond hotel reviews with its collaboration with TrustYou for their portfolio of restaurants.
TrustYou is one of the world’s biggest guest feedback platforms. Its feedback platform helps to collect, analyse and manage reviews through easy-to-use dashboards to improve the online reputation across the web and increase bookings.
TrustYou’s feedback platform helps to collect, analyse and manage reviews through easy-to-use dashboards to improve the online reputation across the web and increase bookings.
The Pan Pacific group now integrates TrustYou Restaurants to manage all reviews that are submitted based on the experience guests had in one of their many restaurants across the globe.
The group operates more than 40 hotels, resorts, and serviced suites across 24 cities in Asia, Oceania, Europe and North America and worked with TrustYou for almost two years to conveniently manage and collect all guest feedback within one solution.
“We have seen significant improvements in our operations, scores, and online reputation for our hotels since using TrustYou,” Pan Pacific Hotels Group vice-president, Food & Beverage Golden Whitehead said.
“With our signature culinary concepts, Hai Tien Lo Chinese Restaurant and Keyaki Japanese Restaurant, and international all-day dining outlets, we offer a quality F&B experience that is equally important to the guest experience, so we decided that we need to give our restaurant reviews the same attention,” he added.
Reviews and ratings from previous dining guests immensely influence other people’s decisions whether to visit a restaurant or not. Studies show that an improvement of 0.5 star on a scale from 1 to 5 can lead to a booked restaurant at peak times.
TrustYou’s solution offers features such as replying and analysing reviews, which help to actively improve client satisfaction. In addition, Pan Pacific will utilise the Survey features to collect reviews after the visit, increase their number of reviews, and further positively impact their online reputation.
“Reviews impact hospitality businesses on many levels and provide opportunities to owners and managers to influence the experience they offer to guests. With TrustYou Restaurants, Pan Pacific Hotels Group can deep dive into how their restaurants and staff are performing and rely on semantic analysis of ten different categories that show the success of their F&B offer. We are excited to be the chosen partner for hotel and restaurant feedback management”, TrustYou vice president Sales & Operations Alex Tan said.