In this case study, you will find:
- Overview of Tombolo Talasso Resort’s luxury hospitality enhancement with Shiji ReviewPro.
- Impact of Shiji ReviewPro’s surveys and chatbot on guest satisfaction.
- Key results: increased conversation rates and guest ratings.
- Actions based on feedback, like room and Wi-Fi improvements.
- Future plans: WhatsApp integration and staff Rewards Program.
Client Overview
Tombolo Talasso Resort, a gem within the Cosmopolitan Hotels Group, epitomises the essence of luxury and personalised service in the breathtaking region of Tuscany, Italy. Since opening its doors in 2009, the resort has distinguished itself as a haven of modern luxury and timeless elegance. It is committed to offering an unforgettable experience to those seeking serenity and indulgence.
With an unwavering commitment to excellence, the resort seamlessly blends impeccable professionalism, sumptuous accommodations, culinary mastery, and a plethora of entertainment and wellness offerings to cater to every guest’s desires, ensuring an unparalleled experience. Beyond its lavish amenities, Tombolo Talasso Resort is renowned for housing one of the most renowned thalassotherapy centres in the country, embodying its status as a true sanctuary of well-being.
Challenge
Tombolo Talasso Resort identified the need to enhance its guest communication strategy to transcend traditional guest service paradigms. The goal was clear: to foster deeper and easier engagement with guests during their stay and gather actionable feedback post-visit, ensuring every aspect of their experience was exceptional.
Solution
Enter Shiji ReviewPro, designed to elevate guest satisfaction through advanced communication tools. With the insightful leadership of Giulia, the Booking and Guest Relation Manager, and her dedicated team, the resort integrated Shiji ReviewPro’s suite of tools, including:
Impact
The results were remarkable, solidifying Tombolo Talasso Resort’s position as a leader in guest satisfaction:
Strategic Insights
Shiji ReviewPro’s solution provided valuable insights that helped Tombolo Talasso Resort enhance its guests’ experience. The feedback led to specific improvements, such as replacing mattresses and enhancing Wi-Fi connectivity. The resort is also developing a Staff Rewards Program to acknowledge exceptional staff members and promote a culture of excellence and recognition.
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Guest Messaging Tool
Tombolo Talasso Resort is utilising ReviewPro’s guest messaging tool to improve communication efficiency and streamline guest inquiries, according to Giulia who highlights the chatbot’s effectiveness.
“The chatbot not only assists us in promptly addressing classic and repetitive guest questions, particularly regarding our spa facilities but also manages a significant volume of booking requests by seamlessly redirecting users to our booking engine. Based on ReviewPro data, we intend to establish a Rewards Program to reward our collaborators who receive special mentions from our guests and, simultaneously, establish special KPIs based on the performance of our messaging agents.”
– Giulia Grabau
Continued Innovation
Buoyed by the success of implementing Shiji ReviewPro, Tombolo Talasso Resort will soon integrate WhatsApp for personalised and convenient guest communication. The initiative shows the resort’s commitment to adapting to guest preferences and technological trends for seamless service and an unparalleled hospitality experience.
To learn more about Shiji ReviewPro, click here.
