NewswireToday - /newswire/ -
Palma de Mallorca, Spain, 2013/06/11 - Meliá Hotels International, the leading hotel company in Spain and one of the largest in the world, continues to strengthen its international reputation worldwide - Melia.com.
• Hotels in all brands and on all continents have earned the Certificate of Excellence from Tripadvisor, the biggest travel website in the world;
• Since 2010 the company has used online reputation management analysis as part of its management system, and achieved an overall satisfaction index of 81.1% in 2012.
The recognition of its brands and hotels, one of the key strengths of the company, has been further enhanced over the last year, as reflected in the award of the Certificate of Excellence by Tripadvisor to almost half of the current hotel portfolio.
The award is based on travellers’ views and comments about the hotels on Trip Advisor, and has been earned by hotels in all seven brands operated by the company in 22 countries on four continents. In Spain, the Certificate of Excellence was earned by all of the hotels in the Gran Meliá luxury brand, corroborating the high standards of quality and service offered by this premium brand which saw the greatest improvements in satisfaction levels of the entire company hotel portfolio in 2012.
In international destinations, one of the highlights is the consolidation of some newly opened hotels which in a short period of time have managed to become benchmarks in their respective markets. This applies to hotels like Paradisus Playa del Carmen (Mexico), Meliá Zanzibar (Tanzania), Meliá Tortuga (Cape Verde), Innside Dresden (Germany) or Meliá Orlando (USA). For the hotel company, the award is confirmation of its brand and globalisation strategies, managing to successfully penetrate highly competitive markets while earning widespread customer satisfaction.
Online reputation management: an industry success story
Since 2010, Meliá Hotels International (melia.com) has used ReviewPro software to proactively manage its online reputation and design improvements in the operations, sales, marketing and service quality departments. The tool helps detect and analyze the opinions of users from over 45 online sources, processing the results to calculate satisfaction levels for each hotel as well as the overall satisfaction level for the company, its brands and its competitors. In 2012 the overall level of satisfaction was 81.1%, representing an improvement of 1.2 basis points over the previous year.
The experience of the hotel company is reflected in a ReviewPro case study on the integration of analysis, business intelligence and competitive benchmarking in management processes and performance monitoring. In another pioneering initiative, the company also include these quality parameters in the variable bonus calculation for hotel managers, emphasising the importance of Internet user opinions.