How JUFA Hotels Transitioned to AI-Driven Reputation Management with MARA

OPERATIONS

How JUFA Hotels Transitioned to AI-Driven Reputation Management with MARA

Discover how JUFA Hotels transformed their review management process by implementing MARA's AI solution, significantly enhancing their response rates and operational efficiency.

Why it matters: Heidi Wendel, Head of Quality and Reputation Management at JUFA Hotels, faced the challenge of managing guest feedback across their 60 locations in Austria, Germany, Liechtenstein, and Switzerland. With an increasing volume of online reviews, particularly during peak seasons, the task of responding efficiently while maintaining high-quality communication became overwhelming. The team initially struggled to achieve a 100% response rate, which hindered their ability to engage effectively with guests.

With MARA's AI-powered reputation management solution, JUFA Hotels not only streamlined their review management but also achieved a remarkable increase in response rates, reaching their goal of 100%. This transformation allowed the team to focus on delivering exceptional guest experiences while ensuring that every piece of feedback was addressed promptly and thoughtfully.

Top 3 Core Objectives: JUFA Hotels operates a diverse range of properties, catering to families, groups, and individual travelers. The increase in guest feedback necessitated a more efficient approach to reputation management. Before implementing MARA, the team faced significant challenges in responding to reviews, often spending considerable time crafting personalized responses.

Achieve 100% Response Rate: JUFA Hotels aimed to ensure that all guest feedback was addressed, striving for a 100% response rate to demonstrate their commitment to guest satisfaction.
Enhance Operational Efficiency: The team sought to reduce the time spent on crafting responses to reviews. Previously, staff members struggled to keep up with the volume of feedback, which was not sustainable given the increasing number of reviews.
Maintain Quality and Consistency: JUFA Hotels recognized the importance of preserving their unique brand voice in guest communications. They aimed to ensure that responses reflected their commitment to quality and addressed specific concerns raised in reviews.

Innovators Mentioned

JUFA Hotels

MARA Solutions

Heidi Wendl

Head of Quality and Reputation Management

JUFA Hotels

"Implementing MARA has transformed our review management process, allowing us to achieve a 100% response rate while saving nearly 50% of our time. This efficiency enables us to focus more on delivering exceptional guest experiences"

Heidi Wendl

Head of Quality and Reputation Management

👍 Head of Quality and Reputation Management Heidi Wendl said that Implementing MARA has transformed our review management process, allowing us to achieve a 100% response rate while saving nearly 50% of our time:

"Implementing MARA has transformed our review management process, allowing us to achieve a 100% response rate while saving nearly 50% of our time. This efficiency enables us to focus more on delivering exceptional guest experiences"

⚖️ The selection process: During their research process, Heidi Wendl evaluated MARA Solutions's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that MARA Solutions was the best fit solution:

Head of Quality and Reputation Management Heidi Wendl said, about their decision: "JUFA Hotels chose MARA over other solutions due to its user-friendly interface and seamless integration capabilities, which allowed for a quick and efficient transition across all 60 locations. The ability to generate high-quality, personalized responses while maintaining their unique brand voice was a key factor in their decision."

📈 The results: Implementing MARA revolutionized JUFA Hotels' review management, enhancing efficiency and ensuring consistent, high-quality responses. This transformation not only improved guest engagement but also fostered a more enjoyable work environment for the team, solidifying MARA as a strategic partner in delivering exceptional guest experiences.

Enhanced Operational Efficiency: MARA dramatically reduced the time needed to respond to reviews, transforming a process that once required significant manual effort into one that is streamlined and efficient. This efficiency has allowed the team to reclaim valuable time, enabling them to focus more on direct guest services and other high-priority tasks.
Quick Adaptation: The intuitive design of MARA, combined with a straightforward onboarding process, ensured that JUFA Hotels' staff quickly adapted to the tool. The user-friendly interface minimized the learning curve, allowing the team to seamlessly integrate MARA into their daily operations without disruption.
High-Quality Responses: MARA’s AI generates responses that are both comprehensive and consistent, ensuring that all critical points in guest reviews are addressed. The AI’s ability to learn and replicate JUFA's tone ensures that the responses maintain a personal touch, meeting the brand's standards and individual requirements of their diverse clientele. With response rates now reaching their goal of 100%, JUFA Hotels has significantly enhanced their guest engagement and satisfaction levels.