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L.E Hotels Uses Social Analytics to Listen and Act on Guest Feedback

L.E Hotels has signed a multi-year deal with ReviewPro, the leading international provider of online reputation and social media analytics for the hotel industry. The Los Angeles-based boutique hotel group has iconic properties in key global destinations, including New York's Duane Street Hotel, Los Angeles' Elan Hotel and Hong Kong's Empire Hotel. This new partnership includes a comprehensive plan to equip teams at over 80 of the brand’s properties with essential tools to monitor and respond to online guest feedback from across the social web.
Through this partnership, L.E. Hotels will provide additional value to all member hotels with a monthly report on guest satisfaction to assess individual property performance, as well as competitive benchmarking that will identify specific strengths and areas for improvement.
These reports will include ReviewPro’s Global Review Index™ (GRI), which is calculated from analyzing online reviews in 40+ languages from more than 100 online travel agencies and review sites. Developed in collaboration with mathematicians, hotel industry experts and leading academic institutions, the GRI offers unparalleled analytics for both brands and individual hotels. L.E. Hotels will use the GRI and other analytics provided by ReviewPro to ensure that brand standards, on an operational and service level, are being met, while tracking results to ensure that the hotels deliver memorable guest experiences.
Another key element of the partnership is that ReviewPro will provide education support and online training for employees at all L.E. Hotels’ properties. ReviewPro has partnered in webinars with Twitter, Expedia, TripAdvisor and Google. Now L.E. Hotels members will have access to this valuable educational content as well as the rest of ReviewPro’s library of training content that provides best practices on how to succeed with today’s digitally connected traveler.
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