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Discover and Leverage the Gems in Your Data

“The hotel was very decrepit and very old. In short, the word ‘dump’ fitted the place exactly.”
“The smaller money slot machines are always ‘broken.’”
“There are always waits for machines unless you go very early in the morning or very late at night.”
“The rooms were filthy and the employees were rude and unhelpful.”
“Surly employees, dirty rooms and bland buffet food.”
“This is the worst casino I have ever been to in my life!”

November 9, 2012 - These are actual review comments out there for all to see. it only takes a five-second Google search on “worst casino reviews” to find them. Whether such comments are posted on a travel review site, on Facebook, or on a travel writer’s blog – and whether they’re about your property or the competition – you’d want to know.

When you know what has dismayed or delighted guests, you have powerful insight into how to continually improve the guest experience – or how to capitalize on the competition’s shortcomings. You get honest answers to the perennial questions for hospitality organizations:
  • What are my guests saying about me?
  • What are their most and least favorite things about my brand, hotel or casino?
  • How do they feel about our brand versus our competitors?
  • What kinds of issues are causing recurrent guest complaints?
  • What new services or amenities do guests most want to see us provide?
The good news is that you have more ways than ever to get those answers. Guests express themselves not only in your surveys and call center communications, but also in a variety of customer-generated avenues, such as emails, online travel reviews, social media posts and online comments to others’ blogs and posts.
Trouble is, there is almost too much of this information. a typical casino contact center, for example, might generate 70,000 call center records in a single month. What human would want to read all those records? What human could make sense of it all in an objective and systematic way?
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About Hospitality Upgrade & Hotel-Online
For 20 years, Hospitality Upgrade has been the technology source educating hospitality professionals on the latest technology developments through a magazine, online media and events. Hospitality Upgrade reaches more than 32,000 subscribers in more than 109 countries. Hospitality Upgrade’s The CIO Summit is an annual gathering of the highest levels from hotel companies and management companies. Providing daily news information to the hotel industry, the Hotel-Online website and daily email provide industry leaders with the most relevant global news, trends, products and services.

Geneva Rinehart
Hospitality Upgrade

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Also See: Data and Analytics: The Blueprint of Service Design / August 2012

Hospitality Upgrade Launches HU Interviews with Bob Gilbert, Presdient & CEO of HSMAI / August 2012

See What You Missed at HITEC! Hospitality Upgrade Publisher Richard Siegel Interviews Technology Expert Jon Inge from the HITEC 2012 Show Floor in Baltimore, Md. / July 2012

A Slideshow from a Week with Hospitality Upgrade and Hotel-Online / July 2012

If HITEC Were Five Days; A recap of personal experiences from the Hospitality Upgrade and Hotel-Online Staff / Geneva Rinehart / June 2011

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