Pan Pacific Hotels Group Expands Feedback Management Efforts to Improve the F&B Experience

Singapore-based Pan Pacific Hotels Group, which manages Pan Pacific Hotels and Resorts and PARKROYAL Hotels & Resorts, said it decided to expand its feedback management efforts beyond hotel reviews by collaborating with TrustYou for its portfolio of restaurants. The group now integrates TrustYou Restaurants to manage all reviews that are submitted based on the experience guests had in one of their many restaurants across the globe. TrustYou’s feedback platform helps to collect, analyze and manage reviews through easy-to-use dashboards to improve a company's online reputation across the web and increase bookings.

Pan Pacific Hotels Group operates more than 40 hotels, resorts, and serviced suites across 24 cities in Asia, Oceania, Europe and North America and worked with TrustYou for almost two years to conveniently manage and collect all guest feedback within one solution.

“We have seen significant improvements in our operations, scores, and online reputation for our hotels since using TrustYou. With our signature culinary concepts, Hai Tien Lo Chinese Restaurant and Keyaki Japanese Restaurant, and international all-day dining outlets, we offer a quality F&B experience that is equally important to the guest experience, so we decided that we need to give our restaurant reviews the same attention. TrustYou Restaurants meets the expectations we have to manage reviews from all restaurant-related sources,” says Golden Whitehead, Vice-President, Food & Beverage, Pan Pacific Hotels Group.

Reviews and ratings from previous dining guests immensely influence other people’s decisions on whether to visit a restaurant or not. Studies show that an improvement of 0.5 star on a scale from 1-5 can lead to a booked restaurant at peak times. TrustYou’s solution offers features such as replying and analyzing reviews, which help to actively improve client satisfaction. In addition, Pan Pacific will utilize the Survey features to collect reviews after the visit, increase their number of reviews, and further positively impacting its online reputation.