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Worldwide Hospitality Awards

Thursday 09 November 2023 à 18:00

En cours - Best Team Achievement

Athens Capital Hotel - MGallery Collection

Campaign - Re-centering Customer Experience: Athens Capital Hotel and the "Voice of the Guest"

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Athens Capital Hotel - MGallery Collection launches the ‘Voice of the Guest’ campaign, streamlining the review process, increasing management-customer engagement and standing out from its peers.

Athens Capital MFlavours
Athens Capital Presidential Suite

At Athens Capital Hotel - MGallery Collection, guest experience is everything. As a beacon of hospitality for the city of Athens, as a cultural landmark for the downtown area, as a new chapter for Greek hospitality, Athens Capital Hotel works consistently to craft, ensure and maintain a positive reputation. In line with AccorHotels, Athens Capital Hotel launched a collaboration with TrustYou, a global leader in online reputation management. The result was the Voice of the Guest(VOG) platform, an initiative that has set the hotel apart from its competitors, created tangible positive changes and re-positioned the guest as the focal point of the hospitality industry.

TrustYou platform is an online reputation management platform that provides hoteliers with rigorous tools for customer engagement, surveying and analysis. Utilised for the VOG initiative, these tools create both an intuitive and clear platform for guests to leave feedback, as well as the ability to source, analyse and evaluate online content regarding the hotel. Quantitative and qualitative data are then used by the Athens Capital Hotel team to gain a clearer understanding of their guests in an ever-changing market, interacting with them like never before and benchmarking the hotels performance against its peers.

Since its genesis, the VOG platform has proved to be an outstanding achievement for the Athens Capital Hotel team, demonstrating the vast successes of the hotels offerings according to customer feedback across popular platforms. As evidenced by a recent Dashboard Report, Athens Capital Hotel has been ranked as the number 1 hotel in Athens, with a Positive Impact score of 92%. The hotels Services, Location and Building received highly positive feedback, with the categories of Hotel Cleanliness, Distance to Public Transport and Luxurious Vibe scoring 100% on performance. In a time where sanitization, health and safety are top priorities, to achieve full marks on cleanliness is a notable and proud achievement.

The VOG platform has also enabled the Athens Capital Hotel to gauge customer sentiment. This has proven to be remarkably positive, with the Hotel Management scoring 100% positive feedback in sentiment reports. Semantic analysis has proven that the hotels gastronomy, location, services, amenities and atmosphere are clear stand-outs to guests. Simultaneously, this data provides essential points of consideration and improvement, crafting the hotels future developments in line with direct customer experience.

The results of these feedback-guided developments have already been seen. Compared to five of its key competitors, Athens Capital Hotel has scored the highest marks in a Compindex evaluation of feedback. The hotels Performance and Popularity were outstanding, with a 90% response rate on all customer reviews. Furthermore, in a TrustYou survey, Athens Capital Hotel scored 92% for management responses to reviews. Of 108 reviews, 99 were directly responded to by management, the highest amount of responses amongst the hotels peers. This engagement with clientele has been essential in the provision of consistently positive performance and popularity - another signal of the success of the VOG campaign.

VOG has exemplified the success of the hotels wellness services. A 92% rating in positive feedback for the hotels pool and wellness offerings has been recorded, a trend reflected in the hotels overall performance rankings. As of the most recent analyses, Athens Capital Hotel has recorded 98% positive feedback across its reviews on the TrustYou platform. The positivity of these reviews reflects not only the high-quality offerings of the hotel, but also the sophisticated reputation monitoring programme utilised by the hotel. A symbiotic relationship has emerged in which customers can communicate their needs, feedback and desires quickly and directly, welcomed in turn by a rapid and attentive response by the staff. 

In short, the VOG programme has been invaluable in crafting a new and dynamic interface between guests and hotel management at Athens Capital Hotel. While the numbers speak for themselves, the true reality lies in the experience of the guests during, before and after their stay. As has been demonstrated, this experience is remarkably positive, a conclusion which arises from and gives rise to the successful achievements of the VOG campaign.


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