InterContinental San Francisco Improves Guest Satisfaction with Loop Mobile Guest Engagement Solution


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Real-Time Insight and Staff Action Delivers a Monthly Positive Return in
Recovering At-risk Guests and Preempting Negative Online Reviews

Ottawa, Ontario – October 28, 2013 – The InterContinental San Francisco is
delivering a superior guest experience with LoopT Mobile Guest Engagement
solution by BenbriaR. In keeping with their reputation and commitment of
being at the forefront of guest engagement, InterContinental San Francisco
improves the guest experience by engaging guests in a more dynamic and
real-time way.

The industry average shows that 95 percent of complaining guests would
remain loyal if their concerns were resolved on the first contact. However,
the challenge today is that over 90 percent of guests will not approach an
employee during their stay to either express concerns or provide positive
comments. This leaves hotel management and employees unaware of guests’
issues on how they can improve the experience during their visits.

“Given these realities, it was clear that in devising our strategy for
optimizing the guest experience we needed to go beyond the status quo.” said
Peter Koehler, Regional Director of Operations in Northern California and
General Manager for InterContinental San Francisco. “Loop helps us capture
guest concerns, positive feedback and requests using their preferred mode of
communication and alerts our hotel staff in real-time so that they can act
quickly and follow up with guests directly while they were still at our

InterContinental San Francisco equipped their guest rooms, front desk,
elevators and common areas with QR code-enabled signage inviting guests to
“Keep Us in the Loop.” Using their smartphones, tablets or laptops, guests
simply scan the QR code or enter the URL and in a matter of seconds a Loop
is created enabling guests to make a request, report a problem, make a
suggestion or provide positive input on their experience. The Loop instantly
alerts the appropriate hotel staff member to take action to address the
guest’s issue, and then close the Loop while the guest is still at the
hotel. Finally, the guest is notified that their concerns have been
addressed and they are invited to post a positive review of the hotel on
their preferred social networking web site, such as Trip Advisor.

“By providing us with a system for tracking real-time operational metrics on
the guest experience, Loop enables us to quantify guest satisfaction during
each visit and change our behavior as needed to improve these metrics,”
added Koehler. Since deploying Loop Mobile Guest Engagement, the
InterContinental San Francisco has achieved a positive and measurable impact
on their business operations.

Avoid negative online reviews. Privately resolve issues before guests
socialize their experiences via word-of-mouth and social media.
Recover at-risk guests. Notify hotel staff of guest concerns in
real-time and enable them to improve the quality of their experience while
they are still on the property.
Improve guest satisfaction. Improve staff focus on the guest experience
by exposing them to real-time guest insights and enabling them to act on the
influence levers that impact satisfaction.

“The quality of ‘past experience’ is critical to revisits. The
InterContinental San Francisco is a technology-forward hotel that has chosen
Loop to better cater to the needs of their guests and deliver a superior
experience,” said Benbria CEO Andrea Baptiste. “By using up-to-the-second
guest insight to drive staff action Loop is helping Intercontinental San
Francisco improve guest satisfaction in an immediate and results-proven


About Benbria
Benbria is leading in the area of mobile customer engagement enabling
retail, hospitality and restaurant brands to deliver a superior customer
experience that goes above and beyond their competitors. Using a variety of
mobile, in-store and on-property technologies – including SMS, email, Web,
mobile app and kiosk – LoopT enables brands to capture and direct real-time
customer requests, concerns, suggestions and positive input to management
and employees for action and closure. Closing the loop through on-the-spot
staff action helps brands to quickly enhance the customer experience during
visits, recover dissatisfied customers, improve in-store sales conversion
rates, avoid online criticisms and foster positive reviews. For more

About InterContinental San Francisco:
The InterContinental San Francisco opened in February 2008 at Howard and 5th
streets next to Moscone West Convention Center. The hotel towers 32 stories
above the heart of the City and features 550 rooms, 14 suites, 43,000 sq.
ft. of flexible meeting space with natural light, the Michelin-starred Luce
restaurant, Bar 888, a ten-room treatment spa, full-service fitness center,
and an indoor pool. In 2011, the InterContinental San Francisco received its
LEED EBOM Gold certification from the U.S. Green Building Council. For more
information and to make reservations, contact the InterContinental San
Francisco, 888 Howard Street, San Francisco, Calif. 94103, at 415.616.6500
or 888.811.4273, or by visiting

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