PMS, RevPAR, CRS, GDS, Folio… at Medallia, we know the hospitality, travel and leisure business. With our comprehensive offering, you can think of us as your one-stop shop for guest satisfaction. Our customers include:
Products tailored to hotels
Guest Satisfaction Solution (“GSS”)
The world’s most effective guest feedback and recovery system. It includes hospitality-specific functionality such as:
- Interactive web dashboards and analysis modules For GMs, guest assistance, regional operations, and corporate executives. Reports data through user interfaces customized to the unique work-flow and information needs of the specific role.
- Unique hotel-focused reporting Shows your guest feedback in the context of a hotel’s physical space with our forthcoming “X-ray visualization." Now you can determine which rooms, floors, and risers are generating high and low scores, thus impacting customer retention.
- Collaborative guest recovery and integrated customer care Empowers your multiple points of guest contact—hotels, customer service departments, corporate headquarters—to collaborate to win back the guest. Manage guest cases from all sources (e.g., web survey, online comment card, contact center) seamlessly from within the Medallia system to save money, facilitate collaboration with properties, and track customer care trends over time.
Meeting Planner System
Feedback solution for group business, including large conventions as well as small corporate meetings and weddings. Get detailed information on all touchpoints of your interaction with meeting planners, from the initial sales phase to satisfaction with the on-site contacts and event servicing.
Employee Opinion Solution
Employee opinion tracking and analysis tailored to the needs of hotels, including phone surveying for low-literacy employees, multilingual surveying for non-English speakers, and pulse surveying for capturing feedback from high-turnover workforces.
Industry-Leading Benchmarks
RivalTracker™: the "STR" of guest satisfaction
RivalTracker™—a global product that benchmarks guest satisfaction against competition at the property level—has been called the true “STR” of guest satisfaction.
Internal Benchmarks
Our Guest Satisfaction Solution tells you exactly how properties rank against each other and against key internal benchmarks, such as brand, region, and property type.
