Sandals Resorts Improves Guest Satisfaction with Mobile Guest Engagement Solution

| September 09, 2014

Sandals Resorts International (SRI) has selected Benbria Loop Mobile Guest Engagement by Benbria® to empower all properties – from the frontline to the executive team – to improve the guest experience. In keeping with their reputation of being the world’s leading all-inclusive company, Sandals Resorts is placing Loop at the center of its daily operations to ensure the most memorable experience for its guests.
 
Leveraging the guest’s preferred channel of communication – SMS/MMS, mobile web, mobile app, email and kiosk – Loop empowers Sandals Resorts to deliver a highly differentiated experience to their guests. Sandals Resorts equipped their guest rooms, front desk and common areas with QR code-enabled signage inviting guests to “Help Make Their Stay a Perfect One.” Using their smartphones, tablets or laptops, guests simply scan the QR code or enter the URL and in a matter of seconds a loop is created enabling guests to make a request, report a problem, make a suggestion or provide positive input on their experience. The loop instantly alerts the appropriate hotel staff to take action to address the guest’s issue, and then close the loop while the guest is still at the hotel, resulting in the following three key benefits:
 
Recover at-risk guests — Real-time operational capabilities of Loop make it easy for guests to offer valuable insights on any aspect of their stay and get help from Sandals’ staff during their visit.
 
Foster positive online reviews — Loop allows Sandals to connect with guests privately and resolve issues before they socialize their experiences on TripAdvisor. Real-time action helps Sandals’ staff overcome any potential negative experiences and draw out more positive reviews.
 
Improve guest satisfaction — Loop empowers Sandals’ staff to focus on the guest experience. Staff members are notified when a guest asks for help and are equipped with tools and insights that help resolve issues in real time, during their visit.
 

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