Review ProReputation drives revenue

Guillaume Courot

Introduction to Review Pro

The company has been created in 2008 following the idea that social media can drive revenue growth by increasing guest satisfaction especially in the hotel industry.Today Review Pro has near than thousand hotels as client including hotel chains (Louvre hotels, crown plaza…) and independent hotels (the chain hotusa hotel…) located in 70 countries.

Global review index

The Global review index is the general online guest satisfaction score for a hotel or a group, this index is based upon an algorithm based on quantitative analysis of data from all major OTA ( it analyzes the reviews of 90 OTAs).

Cornell Research

The impact of Users General Content: Example of Travelocity(based on N America OTA data)This study is based on 9 city in America and it detailed the property level information of purchased and not purchased hotels. The objective is to estimate Logistic Regression model to asses attribute impacts upon purchase decision such as the price, the rank (star) or the location…The results of this study are: The review score has increasedThe odds of being booked as increasedCould increase the prince but maintain probability of purchase/ market share

What is the relationship between QGI and revenue gains

GRI means Global Revenue Index which is basically the online guest satisfaction. GRI tracks the performance of hotels which uses it, thanks to these information, they can analyze their strenght and weaknesses in order to be better and responds to the guests needs, that’s why it is directly linked with the revenue gains

What person/position, in the hotel, is responsible for analysis of pricing changes based on quality index changes?

There are several person responsible for the analyses of pricing based on quality index changes: The revenue manager fixes the rates of the hotel according datas such as guest needs and forecast from the lasts years.The commercial director which is responsible of the sales of the hotel, he adapt the offer according to the guest needs and the hotel policies.The director which is responsible of the hotel.The marketing director who uses the best way to promote the hotel and analyzes the satisfaction through the feedback of customers.

What new measurement will be used to measure  quality scores to revenue performance?

The Revenue Generation Index is a good way to measure the ability of your company to answer of the market needs depending the price policy applied in your hotel. This system help you to sell your product at the best price (in a hotel it depends on the period): you can sell all of your rooms but your rates can be to low whereas your competitors can sell lower occupancy but earn more revenues. In a hotel the revenue manager is able to understand this system.

Is ORM the Revenue Maximization of the future?In my opinion, Online Reputation Management is a part of Revenue Maximization of the future, because it use a new kind of tools that are used by the guest, it is very important for companies especially in the hospitality industry to be able to understand and use the reputation management in order to respond to the guest needs as good as possible. Reputation Management is not the only way to optimize the revenue, because hotels needs to take in consideration other information (period, event, economy…) to adapt its policies to the market.