About Revinate
2
HQ in San Francisco Offices in NYC, Amsterdam, Munich, Dubai, Singapore, Sydney
90 full-time employees
Board & Advisory include: Jay Parikh, VP Engineering at Facebook Paul Nelson, former President of Travelocity Joe Lonsdale, Founder of Palantir
(big data processing for the CIA & FBI) Peter Fenton, Board of Twitter and Yelp Rich Barton, Founder of Expedia
Official TripAdvisor Partner
Five Years – 23,000 Clients
Our Mission: To Connect Hotels and Guests
By delivering disruptive
innovation to the global hospitality
sector
Agenda
1. The mobile world
2. Travellers are changing
3. Opportunities for hotels
The mobile world
Mobile is spreading
YOU are getting the lion’s share
Travel industry has the highest percentage of internet traffic coming from tablets at 11.2% and is also the only industry
studied that actually saw more tablet traffic than smartphone
traffic.
Adobe’s “Best of the Benchmark” study
Mobile = travel
Smartphone and Tablet ownership
Mobile Travellers
How can hotels leverage mobile?
Mobile Services
Tablets
Guest Communications
Hotel Operations
Mobile Services
Pre-arrival check-in
Source: Marriott
Send guest requests through SMS…
Source: USA Today Travel & Zingle
Mobile Services
• Splash screen• Hotel contact information• Social networks• Amenities• Activities• Dining options and room service• Meeting Space• Shops• Room layout• Local things around the hotel• Communication and service requests
Tablets
On-Site Feedback
It’s the easiest way to gather critical guest feedback and turn your dissatisfied customers into delighted promoters while they’re on-property.
Guest Communications
Guest Communications
Financial Impact of reviews on revenue
1-point increase in review rating:
+
You can increase pricing by without adversely affecting likelihood of
sale
11.2%
ROI to integrated reviews
Data suggests user reviews pay dividends:
Brands with on-site user reviews sent 39% less traffic to OTAs
On-site reviews gave customers more confidence when booking
A mobile approach to reputation management
Monitor Social Media for Feedback
• Real time service recovery/operations• Real time surprise and delight• Sales opportunities
24
Example: Four Seasons Palo Alto
Example: Four Seasons Palo Alto
Example: Four Seasons Palo Alto
Example: Four Seasons Palo Alto
Surprise and Delight
29
Surprise and Delight
30
Surprise and Delight - Viral Spread
31
Sales opportunities in social media
32
Hotel Operations
SCOTT YOUNGBLOODGeneral Manager at Hilton Minneapolis St Paul Airport Mall of America
• Brings GMs one step closer back to our natural behavior
• Can review notifications, determine if needs action, without interrupting activities most important to us
• Stay engaged on the floor, off-property, without causing delays, disruptions, longer meetings
Should you respond to reviews?
34
“If I was considering two different properties, the presence of a management
response would sway me in its favor.”
68%
“A management response would leave a positive impression about the hotel.” 84%
In Retail: After being contacted by the retailer after a negative review;
Deleted the reviewPosted a positive review
33%34%
Source: * PhocusWright 2012, ** TripBarometer 2013, ***TripBarometer report March 2013
Rich Guest Profile
Thank You! revinate.com/[email protected]
Q&A
Sentiment Analysis
Tracking improvements
Sentiment Analysis
Recommended
