Understanding, measuring & tracking relevant KPIs over time (e.g. guest satisfaction, staff performance, recovery speeds, sentiment, online reviews) is important to measure progress and to set the right goals.
Tracking KPIs is time-consuming and difficult. Many independent hotels would like to be data-driven, but do not have the resources to gather the required data, or to analyse it.
As a result, it becomes difficult to measure progress and to set the right goals.
Suboptimal allocation of resources that can have serious consequences for the health of the business
Seeing smiles and frowns around the hotel can certainly give you a sense of satisfaction, but Fetch delivers hard metrics on guest satisfaction to remove any uncertainty. We mix both quantitative ratings and qualitative comments to deliver a full understanding of (a) if guest are happy and (b) why!
Consistency is king. We don’t want you trying to match apples to oranges at the end of every quarter. So Fetch uses the same analytics and benchmarks at every stage of the guest journey, with enhanced opportunities at each stage (such as a custom comp set for your online reviews).
Fetch is automatically building metrics on vitals across your entire operation. View real-time analytics and pull exports of key criteria to track this performance over time.
Key areas include staff engagement, resolution speeds and insights, volume by time and shift, and even costs.
“What gets measured gets done” so we quickly see these metrics becoming a staple of weekly/monthly meetings.
Data can be a double edged sword. Too much of it becomes easy to get lost in. And we don’t want your team sorting through thousands of data points to try making sense of it all.
We have leveraged the most advanced machine learning and AI algorithms on the planet to do that for you. Spot trends, learn what’s driving your satisfaction up and down over time, and even track frequent mentions. All without lifting a finger.
Analyze all your feedback, broken down by room, to truly understand your hotel. Concrete evidence into which rooms may have recurring problems, which helps identify what needs to be fixed.
Unfortunately not all rooms are created equally. Whether you have 15 rooms or 3,000 keys, it’s difficult (if not impossible) to know with certainty where problems or opportunities might be.
So we automatically attach all activity back to the location it came from to give you insights and concrete evidence to back them up!
Automatically track and manage online reviews from all the leading sources.
You can even build a comp set to track how you're performing against your peers.
Reduced defect rates by 55% across the entire portfolio in a matter of months.
Improved resolution speeds at all properties by at least 31%, with some high as 73%.
Hotel Legends has been #1 spot on TripAdvisor locally since starting with Fetch.
Five hotels. Hundreds of staff. Thousands of keys. One platform: Fetch.
Reduced defect rates by 89% in 4 months.
Improve average resolution speeds by ~59% in 1 month.
Rose 91 places on TripAdvisor (NYC) since deploying Fetch.
The Lucerne delivers 5 star service in a 120 year old landmark for 21st century guests with Fetch.
Reduced defect rates by 76% in 6 months.
Improved post-stay satisfaction 9% in just 3 months.
Online reviews improved 18% in just 1 month.
MCM Eleganté Lubbock makes it look easy to run a 293 room full service hotel with Fetch.