How Edwardian Hotels London Saved Thousands of Hours Using AI in Reputation Management

OPERATIONS

Discover how Edwardian Hotels London transformed their review management process with MARA's AI solution, enhancing efficiency and response quality.

Why it matters: Kris Leszczynski, the Group General Manager of Service Operations at Edwardian Hotels London, faced the challenge of managing a high volume of online reviews across multiple luxury hotels. With over 10-15,000 online reviews received annually, the task of responding efficiently and with a consistent quality was daunting. Language barriers and time constraints further complicated the process.

However, with MARA's AI-powered solution, Edwardian Hotels London not only streamlined their review management but also saved thousands of hours and improved the quality of their responses to ensure that every guest feels heard and valued.

Top 3 Core Objectives: Edwardian Hotels London receives a high volume of online reviews, with over 10,000 to 15,000 reviews annually across its properties. In the highly competitive luxury sector, timely and high-quality responses to guest feedback are crucial for maintaining the group’s reputation and guest satisfaction. Prior to implementing MARA's AI-powered review management solution, responding to this overwhelming number of reviews presented several challenges, particularly around efficiency, and quality of the responses. Many of the team members at Edwardian Hotels London, do not consider English to be their first language. This linguistic diversity often led to difficulties in understanding long reviews quickly, and crafting grammatically correct, thoughtful, and personalized responses. Moreover, the manual process was time-consuming and repetitive, with staff members often spending 5 to 7 minutes crafting a single response. With increasing review volume and the ongoing problem of staff shortages in the hospitality industry, Kris observed that this inefficiency was leading to delays and repetitive responses and, most importantly, was detracting from the team's primary focus: providing top-tier service to guests.

Multi-Language Capability: MARA’s AI enables the diverse teams at Edwardian Hotels London to understand reviews in any language, and efficiently respond in a consistent, high-quality manner without the need for manual translations.
Response Drafts and Automation: MARA's automation capabilities, including the pre-generation of response drafts for new reviews overnight, streamlined the response process and significantly reduced the time spent on crafting replies.
Brand Voice: The possibility to activate a Brand Voice AI and to use pre-set phrases tailored to frequently addressed topics allowed for customized and consistent responses, maintaining the unique identity of each property in communication and minimizing the need for manual editing. Smart Snippets also enabled Edwardian Hotels London to effortlessly implement SEO-relevant terms in their guest communication.

Innovators Mentioned

Edwardian Hotels London

MARA Solutions

Kris Leszczynski

Group General Manager, Service Operations

Edwardian Hotels London

"MARA truly has given us a lot more free time for our teams to do what they do best: provide excellent service to our guests!"

Kris Leszczynski

Group General Manager, Service Operations

👍 Group General Manager, Service Operations Kris Leszczynski said that MARA truly has given us a lot more free time for our teams to do what they do best, which is serving the customers.:

"MARA truly has given us a lot more free time for our teams to do what they do best: provide excellent service to our guests!"

⚖️ The selection process: During their research process, Kris Leszczynski 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:

Group General Manager, Service Operations Kris Leszczynski said, about their decision: "The time we saved in review responses is truly remarkable. That effectively made us continue our relationship with MARA."

📈 The results: Implementing MARA streamlined Edwardian Hotels London's review management, enhancing efficiency and ensuring consistent, high-quality responses. This transformation improved guest engagement, allowed for customization, and expanded MARA's use across hotel services, solidifying it as a strategic partner in maintaining exceptional guest experiences.

Enhanced Operational Efficiency: MARA dramatically reduced the time needed to respond to reviews, transforming a process that once required several minutes per response into one that takes mere seconds. This efficiency has allowed the team to reclaim valuable hours each day, enabling them to focus more on direct guest services and other high-priority tasks.
User-Friendly Interface and Quick Adaptation: The intuitive design of MARA, combined with an easy onboarding process, ensured that Edwardian 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, which has made MARA a vital part of Edwardian Hotels London’s digital toolkit.
Consistent, 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 also learn and replicate the brand's tone ensures that the responses maintain a personal touch, meeting the luxury standards and individual requirements of the different hotels and F&B locations.