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OPERATIONS
How Nena Apartments Boosted Productivity and Improved Guest Ratings Using MARA
With MARA's AI-empowered solution, Nena Apartments not only automated large parts of their review response process but also significantly improved the quality of their responses. Now, every guest feels acknowledged, and their feedback is effectively utilized for the continuous improvement of the guest experience.
Efficient Review Management Process: With a limited number of staff members responsible for responding to guest reviews across all properties, the team was struggling to manage the high volume of feedback they were receiving. They sought an efficient strategy to handle this volume without compromising on response times or quality.
Automating the Response Process: Eric Girnt, the Operations Manager, identified a need to increase their response rate and enhance the quality of their replies. Due to time constraints and the sheer volume of reviews, he wanted to implement a system that could automate a significant portion of the response process and ensure each guest received a timely, personalized response.
Effective Guest Feedback Analysis: Lastly, the team was looking for a method to sort through and analyze the feedback received from guests effectively. This process was crucial in helping them identify areas of improvement and implement changes to enhance the guest experience.