GREENVILLE, S.C. — Online reputation management service iResponze has completed a year-long pilot program with a group of Marriott International hotels from the company’s select-service and extended-stay portfolios.
The success of the pilot has paved the way for serving a larger portfolio of Marriott properties. “Our ability to expand the relationship with Marriott is the result of this successful pilot,” says Rose Mentrie, chief innovation officer, iResponze. “We were able to demonstrate the value of our guest-review response services to not only the staff at the hotels, but to the ownership interests.”
The pilot program revealed that iResponze’s services allowed hotel leadership more time to focus on the guest experience while the guest was on property versus post stay.
“We want to be genuine and timely in our responses to guests,” says Jim Shumaker, assistant GM, Courtyard by Marriott San Francisco Downtown. “We learned through the pilot program that iResponze was an effective tool to help us meet Marriott’s brand standard — without hiring an additional staff member.”