Eleanor Participates at the International Hotel Technology Forum 2024 in Barcelona

The team is gearing up for the International Hotel Technology Forum (IHTF) 2024 in the vibrant city of Barcelona! Join us at the Hyatt Regency Barcelona Tower from April 16th to 18th, where we’ll showcase Eleanor’s capabilities as an innovative guest experience management platform.

In the recent HotelTechAwards, Eleanor has won second place for the third consecutive year globally in the Best Concierge Software category. This recognition is a testament to Eleanor’s unwavering commitment to excellence in the global hospitality landscape.

So don’t miss the chance to explore Eleanor’s innovative features that have improved the future of guest experiences. Get in touch with us, explore our latest products and services, and learn firsthand how Eleanor can elevate the guest experience at your resort.

“We’re thrilled to be part of IHTF 2024 in Barcelona. It’s our opportunity to connect with those seeking to elevate their properties’ guest experience through our platform.” – Darren Caple, CEO of Eleanor

Ready to embark on a journey of innovation and excellence? Join us in Barcelona and see you at our booth at IHTF2024! For more information, visit our website: www.eleanorapp.com.

Eleanor Ranks #2 in the Best Concierge Software category globally in the 2024 HotelTechAwards

We’re excited to share that Eleanor has been named the #2 in the Best Concierge Software category globally by Hotel Tech Report in the 2024 HotelTechAwards.

 

Each year 2.5 million hotel industry professionals use HotelTechReport.com to make informed technology purchasing decisions. The HotelTechAwards determine the best hotel software products across every category based on customer feedback and key proprietary data signals such as integration compatibility, organizational health, market share, partner network strength, and customer support quality.

 

“The ranking process is simple, transparent, and unbiased–judging is based on time tested ranking factors developed specifically for the industry.  Only verified hoteliers with hands-on experience using each product are allowed to participate in the voting process.  This means that Eleanor’s users decided the #2 in the Best Concierge Software category,” said Hotel Tech Report CEO, Jordan Hollander.

 

“Eleanor and its team has helped streamline our daily operations with substantial efficiency gains across all the departments of the resort.”  – Michael Wieser, Managing Director, Domina Coral Bay Resort, Egypt.

 

 “This is now the 5th resort I’m working with the Eleanor on, but this was the first pre-opening. Eleanor’s flexibility & understanding of fitting in around our needs at the time opening was great.” – Patrick de Staercke – General Manager, Emerald Faarufushi Resort

 

 “Easy to use application, thoughtful guest-facing and dashboard UI. Very flexible with PMS agnostic integration allowing quick operationalization. Great guest behaviour data reporting.” – Ruchi Wimalaratne – Director of eCommerce, Crown & Champa Resorts

 

“The authentic voice of the customer decides the top companies globally in the annual HotelTechAwards – ranking hotel software solutions based on users’ experience in buying, implementing and using those solutions,” said Jordan Hollander, CEO of Hotel Tech Report. “We’re thrilled to highlight the value that the world’s leading software solutions deliver to their customers. By building a platform around the voice of the people actually using these hotel tech solutions, we’re able to deliver actionable, peer-to-peer insights that potential buyers can trust.  Achieving a finalist designation in the HotelTechAwards is so powerful because it’s based on data – these are the companies to shortlist in any hotelier’s next purchase process.”

 

“The guest experience is the cornerstone of our platform. Our unified resort-wide solution, Eleanor, has been built for resorts off the back of many years working in the industry and addresses the needs of the guests, sales & marketing teams, and perhaps even more importantly, the operational needs of the team on the ground at the property. The days of resorts working with disjointed systems are now behind us.”, says Darren Caple, co-founder, and CEO.

We, at Eleanor, are humbled and honored to having the award for three years in a row, and the positive reviews show that our clients are happy with us. Feedback from our clients, partners and hoteliers is incredibly valuable for us and we will continue to improve our offering and services”, said Caple. “Also, we can’t wait for our clients to try out the new features that have been added and will help their operations a lot.

 

The HotelTechAwards are often referred to as “the Grammys of Hotel Tech” and finalists have been selected from more than 200 of the top technology products around the world. The HotelTechAwards are the industry’s only data-driven awards platform with finalists determined not by a handful of judges or popularity votes but by product reviews from a global community of verified hotel technology users across more than 120 countries.

 

It’s time to change the way you think about your guest feedback strategy. Why wait until your guest has left to ask them for their opinion?

In the ever-evolving world of hospitality, the importance of one thing remains the same – guest feedback and online ratings is crucial to continuous improvement and staying ahead of the competition. To keep your resort at the top of its game, it’s essential to understand what your guests love, what makes their stay unforgettable and more importantly what they’d like improved and where the shortcomings were in the service received.

It’s important to have a system in place that allows you to collate this feedback while the guest is still staying with you and that in the case of shortcomings in service, you have the chance for recovery and corrective action. The hotelier’s nightmare is reading about a poor experience after the guest has left, or worse, when the review is publicly available on TripAdvisor, Google or any other online portal.

The impact of online reviews is well-known in the travel industry:

  • A TrustYou heat mapping study found that given equal prices travellers are 3.9 times more likely to choose a hotel with a higher review score. In fact, 76% of travellers said they were willing to pay more for a hotel with higher review scores.
  • According to a study conducted by Harvard Business School, a 1-star increase in review ratings could lead to a 5-9% increase in revenue;
  • Resolve a complaint in the customer’s favour and they will return to do business with you again 70% of the time. Up to 95% of customers will give you a second chance if you handle their complaint successfully and promptly *

 

* As per statistics shared by customerthermometer.com

 

Building A Robust & Real Time Feedback Strategy

A robust and real-time feedback strategy will allow you to elevate your guest experience and allow for a more solid foundation for improving your ranking on review sites such as TripAdvisor, Google and OTA booking sites.  An essential first step in ensuring your resort is able to capture guest sentiment is to allow guests to easily provide feedback at various touchpoints during their stay.

Post Arrival

The courtesy call offered by high-end resorts has served the industry well, but is very hit-and-miss in most cases as to whether the guest can be reached.  It’s an uncomfortable process for both the resort employee and the guest.  Feedback provided by the guest is put on the spot like this is likely to be inaccurate, creating a false impression of their real opinion.

However, this is such a crucial part of the guest journey as it is the first interaction on-property and the chance to influence the rest of the stay is enormous. So finding an unobtrusive yet effective way to capture true sentiment at this stage is essential.

Post Experience / Activity

Once your guest has settled in and is into the swing of their holiday, ensuring that the service delivery and experiences they have during their stay are as important as making sure the first impressions are meeting expectations.  This becomes even more relevant if your resort is using third parties for some service delivery.  Capturing feedback and sentiment at this part of the guest journey can provide unique insight into your departments and whether they are meeting guest expectations.  This stage of the journey is also an essential component of a robust and real-time feedback strategy.

Pre Departure 

All too often, guests are asked for their feedback either at checkout or even after departure.  If you’re asking for guest feedback on checkout and their sentiment is negative, you’re reaffirming those negative experiences at the point of departure, which is something that should be avoided as much as possible.  Having guests leave your property with negative feedback as one of the last things they do doesn’t make sense. Try to find a way to capture guest sentiment at a time of the journey that allows you to correct the issue and have the guest leave with just positive thoughts about the resort.

The Path to Excellence

Eleanor’s In-Stay Survey is the secret weapon in crafting a feedback strategy that puts your resort ahead. Post-arrival surveys offer immediate guest sentiment feedback, in-the-moment feedback helps refine the experience, and pre-departure surveys ensure you have the opportunity for any last-minute service recovery to ensure your guest leaves happy. The knock-on effect of this is to see improved post-stay ratings and reviews on public-facing sites such as TripAdvisor, Google, Booking.com and other OTAs.

 

Eleanor awarded HTR Level II Global Support Certification

Hotel Tech Report’s Level II Global Customer Support Certification (GCSC) has been awarded to  Eleanor, an innovative hospitality concierge & guest experience management software. achievement. This renowned certification is in recognition of Eleanor’s commitment to enhancing the customer experience through focused tools, methods, and procedures and we are proud to be sharing this accolade.

 

The Hotel Tech Report’s GCSC program diligently evaluates software developers based on critical customer service standards. Eleanor’s success in completing the assessment attests to its dedication to providing excellent service to its clients along the four essential GCSC pillars of coaching, client validation, reactive assistance, and proactive support.

 

Darren Caple, CEO of Eleanor, expressed his enthusiasm, stating, “Our commitment to providing exceptional customer support continues. In an industry with significant strains on the operations of resorts, and a high employee turnover, our ability to consistently assist our clients is vital for their success and ours.”

 

Eleanor’s achievement of the GCSC certification highlights its commitment to providing exceptional service to clients, guaranteeing the utmost satisfaction and profitability for its esteemed clients.

 

Improving Guest Engagement: Eleanor’s Chat Feature Delivers Exceptional Benefits

Effective communication lies at the heart of delivering exceptional guest experiences. Eleanor’s chat feature transforms the landscape of guest engagement for resorts, bringing forth many benefits that position it as an indispensable tool for any property. Let’s delve into the advantages it offers:

 

  1. Personalised Communication: Eleanor’s chat feature allows resorts to communicate with guests personally. From pre-arrival queries to in-stay assistance, it enables tailored interactions that enhance the guest’s sense of being valuable and looked after.

 

  1. Instant Assistance: Guests appreciate quick responses to their questions and requests. Eleanor’s chat ensures immediate assistance, whether getting recommendations or booking a spa treatment.

 

  1. Enhanced Guest Satisfaction: Satisfied guests are more likely to leave positive reviews and return for future stays. The chat feature helps resolve issues promptly, boosting overall guest satisfaction.

 

  1. Real-time Feedback: Guests can request common service requests and report issues directly through the chat interface, allowing resorts to address concerns in real-time and improve service quality.  Operations are also streamlined as a result of Eleanor’s Tasks & Guest Requests module integration.

 

  1. Increase in Upsell Opportunities: Resorts can use the chat feature to promote on-site services and activities, increasing revenue through upselling.

 

  1. Data Insights: The chat feature generates valuable data on guest preferences and behaviour, which resorts can use to refine their offerings and marketing strategies.

 

 

In today’s competitive hospitality industry, Eleanor’s chat feature empowers resorts to elevate their guest experiences. Take advantage of this opportunity to enhance guest engagement and satisfaction. Get started with Eleanor today and unlock a world of possibilities for your resort’s success.

Introducing Eleanor’s Logged-in Content Feature: For Guests Eyes Only

This new feature empowers resorts to control public access to pricing information, helping to safeguard valuable pricing strategies and other possibly sensitive information.

With Eleanor’s Logged-in Content feature, your resort can now hide pricing details or other sensitive information until guests log in to your resort app, enhancing how you manage your pricing and the guest experience.

If you’re an existing client and would like to activate this feature, please contact us via the form below for further details.

    Contact Us

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    Eleanor: Your All-in-One Solution for An Elevated Guest & Staff Experience

    In the dynamic world of hospitality, seamless resort operations are the key to delivering exceptional guest experiences. Meet Eleanor, the revolutionary digital concierge platform consolidating essential resort applications and tools and empowering hospitality professionals to unlock operational efficiencies, improve communication, cut costs, and elevate the guest experience.

     

    No more juggling multiple apps or platforms; with Eleanor, everything you need is at your fingertips. Let’s explore the core features of Eleanor that make it a must-have for every resort:

     

    Centralized Hub for All Departments

    • Eleanor is the centralised hub, bringing together a range of resort operations and processes under one unified platform.
    • From guest check-ins and restaurant reservations, spa treatments and activities to housekeeping and maintenance tasks, all aspects of resort management are seamlessly integrated.

     

    Cost-Effective Single Solution

    • Say goodbye to the burden of multiple software subscriptions and the associated expenses. Eleanor offers a cost-effective solution by consolidating essential tools into one.
    • Save time and money on different license requirements and training for your team.

     

    Elevate Your Guest Experience

    • Resorts can create a memorable guest experience by offering personalised services and itineraries.
    • Communicate effectively and directly with your guests with in-app messages and upselling push notifications.

     

    Smart Task Management

    • Eleanor’s innovative Task & Guest Request Module simplifies and optimises task assignment, tracking, and completion for various resort departments.
    • Get smart and actionable data on task acceptance and completion rates and help streamline operations.

     

    Customizable Guest Requests

    • Eleanor empowers guests to make personalised requests through the resort’s mobile application, enhancing their in-stay experience.
    • These requests automatically trigger corresponding tasks, ensuring seamless integration with the Task & Guest Request Module.

     

    Maximize Revenue Streams

    • The integrated reservation system within Eleanor enables resorts to manage direct bookings for restaurants, spa services, activities, and excursions, boosting profitability and providing guests with tailor-made experiences.
    • Upsell opportunities to make sure that there are no empty seats in restaurants or activities can be achieved through push notifications and messaging.

     

    Improved Review Ratings

    • Eleanor’s In-stay Survey becomes a critical tool for service recovery in case of any service hiccups or guest concerns. Resort staff can promptly address issues and take immediate action, showcasing the resort’s commitment to resolving guest concerns and exceeding expectations.
    • Resorts can enhance guest satisfaction and foster guest loyalty by actively engaging with guests through surveys and promptly responding to feedback. The end result is an improved review rating on TripAdvisor, OTA sites or Google.

     

    Performance Insights for Continuous Improvement

    • In-stay Survey results provide valuable performance data that empowers resort management to make data-driven decisions. By analyzing survey feedback, resorts can identify strengths and areas for improvement, allowing them to continuously refine their services and elevate the guest experience.
    • The transparent tracking of service levels and performance metrics within Eleanor’s In-stay Survey module makes it an indispensable tool for achieving service excellence.

     

    Eleanor stands as a game-changing all-in-one solution for both staff and guest experiences. Embrace Eleanor, and witness a new era of efficiency, productivity, and guest satisfaction unfold in your resort.

    Eleanor’s Contactless Check-In: Streamline Your Guests’ Experience

    As the world becomes increasingly digitised, the traditional manual check-in process at resorts appears outdated. It is time-consuming, error-prone, and often leads to guest dissatisfaction, poor data capture, and operational inefficiencies. Consequently, many leading resorts are now seeking to revolutionise their check-in process by embracing digital solutions. Eleanor’s digital, contactless check-in feature offers resorts the opportunity to streamline operations, enhance data capture, and increase guest satisfaction, all while reducing costs and eliminating paper waste.

    Benefits of Online, Contactless Check-In

    Enhance Guest Experience and Convenience

    By allowing guests to check in from their own devices ahead of time, the entire check-in process becomes smoother, faster, and more convenient from their perspective. This eliminates the need for lengthy check-in procedures after a long flight or dealing with queues at reception upon arrival. Guests can worry less and enjoy more relaxation time at the resort.

    Embrace Paperless Check-In

    Eleanor’s online check-in can be easily completed through the guest app, eliminating the need for paper forms and an endless supply of pens that always seem to disappear at reception. This not only helps resorts achieve their environmental targets by going paper-free but also provides immediate cost savings.

    Ensure Accurate Data and GDPR Compliance

    Going paperless improves data accuracy. When guests enter their own data digitally during check-in, we observe a significant increase in both data capture and accuracy, with an average of 96% of captured emails being correct and viable. By centralising everything through Eleanor, the need for making copies is eliminated, reducing the risk of storing sensitive private data, such as passport copies or ID card photos, in insecure or unverified environments. This helps with GDPR compliance and protects resorts from potential breaches as well as making it much easier when guests request their data history.

    Through Eleanor’s 2-way integration with Opera, Eleanor can also limit the visibility of sensitive data to your team, further enhancing the security of your operations and data compliance.

    Empower Your Staff

    The check-in process and associated data processing can consume a significant amount of your staff’s time. Ideally, this time should be spent interacting with guests, improving service, and meeting their needs. Shifting your check-in process online frees up your front office staff, allowing them to focus on their core responsibilities — providing exceptional guest experiences.

    If you would like to learn more about Eleanor’s online contactless check-in and other services we offer, please contact us through the form below.

      Contact Us

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      Streamlining Operations with Task & Guest Requests in Eleanor

      Efficiently managing guest requests and the day-to-day tasks that arise for housekeeping, front office, engineering, and maintenance departments is crucial in any resort or hotel. A system that monitors and tracks these tasks and requests can help save time, money, and resources while elevating guest satisfaction.

      Eleanor is pleased to announce to launch of its Task & Guest Request Module to streamline operations and enhance communication among staff members, guests, and management teams. By leveraging this add-on module within the Eleanor suite, hospitality professionals can optimise task assignment, tracking, and completion, boosting their operations’ overall efficiency and effectiveness.

       

      One System 

      Existing Eleanor users can benefit from the new module and provide access to users directly from the existing dashboard. There is no need for a separate application or software for managing tasks and guest requests – users have a single login and can complete the day-to-day requirements directly from Eleanor.

       

      A Centralised Task Management System

      The Task Module acts as a centralised hub, allowing different departments within a resort to manage their respective tasks effectively. Whether it is the front office, housekeeping, or engineering and maintenance, each department can have separate setups, enabling prompt and accurate task assignments based on individual requirements. Sub-departments can also be accommodated, further enhancing specialisation and efficiency in handling specific tasks, such as electrical, plumbing, or carpentry.

      Notifications on task creation are sent to the relevant team members, with escalation limits and parameters able to be set to ensure the timely execution of the tasks.

      A powerful reporting feature is bundled into the module to allow management to keep track of performance and ensure that response and execution times are within your KPIs.

       

      Elevate your guest experience with Guest Requests

      Common guest requests are a great way to help streamline operations and reduce the number of team members required to execute simple requests from your guests. Whether it be refilling a mini-bar, requesting more towels, or asking for laundry to be collected, Eleanor’s Guest Request feature allows these common tasks to be initiated directly from the resort’s mobile application.

      Requests are customisable, with the initiation of a request automatically creating a task for the appropriate department, integrating seamlessly with the Tasks Module.

      Guests are automatically updated with the progress of their requests as updates are applied by the team completing the task. This simple but significant feature is already proving invaluable to the flow of information to guests.

       

      Integration with In-Stay Surveys

      The Task & Guest Request module integrates effortlessly with Eleanor’s In Stay Survey module, allowing tasks to be created from individual survey feedback. This ensures that a complete overview of any service recovery related to In Stay Surveys is transparent, simple to keep track of, and measurable.

      The Task Module in Eleanor empowers hospitality professionals to manage tasks effectively, streamline operations, and enhance guest satisfaction. With its user-friendly interface, seamless task assignment and tracking, real-time updates, and integration with the mobile resort application, the module extends the core capabilities of the Eleanor platform, offering even more operational tools within one single system. By embracing this innovative solution, resorts and hotels can elevate their operations, improve collaboration among staff members, and ultimately elevate their guest experience.

       

        Contact Us

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        Eleanor and hconnect Integration Unlocks Operational Efficiencies for Front Office Teams

        Eleanor is excited to announce its latest partnership with hconnect, enabling a two-way integration with the Opera PMS.

        With the integration now having rolled out at multiple resorts, one of the key benefits for Eleanor’s clients is the ability to ensure efficient writing back of guest profile data which is being captured from the Eleanor contactless check-in feature.

        The traditional check-in process at resorts can be time-consuming and error-prone, leading to guest dissatisfaction, poor data capture and operational inefficiencies. Resort staff often need help deciphering handwritten registration cards, which can result in incorrect guest information and longer wait times. Additionally, manually transferring this information into property management systems (PMS) can be tedious and prone to errors.

        To address these challenges, Eleanor integrates with Opera through hconnect, creating a two-way connection that streamlines the check-in process. The integration allows guests to submit their information through the Eleanor app, which then populates the necessary fields in the resort’s property management system. This eliminates the need for manual entry and the possibility of errors. Moreover, the resort teams can elevate their guest experience while still complying with government regulations.

        Eleanor’s contactless check-in feature also the generation of a prefilled copy of the registration card, complete with e-signature and a copy of the guest’s passport.

        “We’re excited to offer this integration to our existing and new clients through this partnership with hconnect,” said Darren Caple, CEO of Eleanor. “We understand the challenges that resort face in managing their guest data. This integration provides a much-needed solution to streamline the check-in process, reduce errors, and save valuable time for resort staff, allowing them to focus more on the guest experience as opposed to paperwork and manual data entry.”

        “At hconnect, we are thrilled to have had the opportunity to work with the Eleanor team and integrate their innovative technology with our integration platform as a service. Their team’s experience and collaboration have been instrumental in our joint success, and we appreciate their trust in us. We have seen Eleanor’s value to their clients and wholeheartedly recommend their application to any hotel or resort needing a powerful and user-friendly solution to enhance their guest experience. Thank you, Eleanor, for being such a great partner!” said David Ganly, hconnect Co-founder.

        The Eleanor and hconnect integration is available now for Opera PMS users. To learn more about how this integration can benefit your resort, please visit www.eleanorapp.com.