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. In July 2018, following a significant renovation after 20 years of operation, Hard Rock Hotel Bali relaunched its premium rooms. To enhance their new premium service, the team began using Local Measure’s real time feedback tool Pulse, to help 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 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 feedback had been communicated.
"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 Pulse feedback tool and creating a new process for service teams.
With Pulse implemented, all guests who login to Wi-Fi see a screen that asks them to rate their experience and if it’s negative to provide details. The team is then able to see the 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 both the guest satisfaction score results and 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 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 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 reviews online.
Learn more about how Pulse can help you improve customer satisfaction scores and the financial benefits it can drive.