The Hard Rock Hotel Bali is located in one of the most popular tourist areas of Bali. Guests come for the sand, surf and nightlife. After a recent renovation and a relaunch of their premium rooms, Hard Rock Hotel Bali began using Local Measure’s real-time customer feedback tool Pulse to enhance their premium service. Pulse allows the hotel to provide immediate service recovery, gain deeper guest insights, and improve guest satisfaction scores.
We spoke to Shane Coates, General Manager, about the team’s experience using the in-stay guest feedback survey tool and what led them to realize they needed a new solution. "If the guests were not happy, they would post a review online after departure which is frustrating – without providing us the opportunity to personally address their concerns". In many cases, the guest's issue could have been actioned if the guest feedback had been communicated at the time.
"If the guests were not happy, they would post a review online after departure which is frustrating"
The solution to Hard Rock Hotel’s challenge involved a two-pronged approach: implementing the Local Measure Pulse feedback tool and creating a new process for their service teams.
With Pulse implemented, all guests who log-in to WiFi see a screen that asks them to rate their experience and if it’s negative, to provide more details. The team is then able to see the guest feedback in real-time, and respond directly while notifying other team members when the feedback has been actioned. If the guest is not satisfied (leaving a rating from 1–3), the Duty Managers will personally contact them via phone or through the email captured in Pulse to discuss and resolve their concerns, showing the guest how important they are to the hotel.
Coates said the most significant impact has been to both the guest satisfaction score results and online post-stay reviews. For hotels, online reviews can make or break their reputation. General research estimates that a single negative review can cost a business up to 30 customers. After the implementation of Pulse, Hard Rock Hotel Bali were successful in increasing their percentage of positive guest reviews from 83% to 86%.
The second achievement the team accomplished was improving their Guest Satisfaction Score. At the end of each guest’s stay, the hotel invites guests to respond to a short survey about their experience. These surveys are standard across the Hard Rock hotel brand and are compiled to provide an overall Guest Satisfaction Score for each property. Since implementing Local Measure Pulse, the Hard Rock Hotel Bali saw an increase from 4.37 to 4.44 year on year and a reduction in negative online reviews.
Local Measure gives hotels and hospitality businesses the tools and data to create personalized guest experiences that increase guest satisfaction scores and drive customer loyalty. Learn more about how Local Measure Pulse can help your business improve the guest experience and derive financial benefits.