Hotels take initiatives at home and abroad

Kilkenny hotels are taking initiatives to get their message out to visitors and potential visitors.

Kilkenny hotels are taking initiatives to get their message out to visitors and potential visitors.

The Kilkenny Ormonde Hotel was represented recently at the ITB travel show in Berlin. ITB Berlin is the largest travel fair in the world, attracting about 170,000 visitors and almost 11,000 exhibitors, including travel media, tour operators and travel agents from all over the world, and thousands of potential holidaymakers. The five-day event provided an opportunity to network and exchange contracts with German tour operators and travel agents.

“Germany is a priority market for Tourism Ireland,” Kristina Gauges, Tourism Ireland’s manager for central Europe. “Over half the German population takes at least one holiday abroad each year, making Germany the world’s largest outbound travel market. Germany is the third-largest source of visitors to the island of Ireland and Tourism Ireland is rolling out an exceptionally strong promotional programme in Germany this year, to raise the profile of Ireland as a wonderful destination and emphasising a strong value message.”

The Pembroke Hotel, meanwhile, has signed up for the new hospitality service developed by Kilkenny firm Instant Opinion, Hotel Kilkenny having been the first to do so.

The text/email customer communication service called ‘Instant Opinion’ allows hotels collect feedback from their customers in real-time, while they are still experiencing their service. It also gives customers the opportunity to instantly tell the hotel team what they think of or need from their service.

The service allows hotel guests to give instant feedback during their stay by sending a freetext or email from their mobile phone. The hotel receives their opinion instantly, allowing them to resolve any issues, acknowledge positive feedback or respond to a customer request right away.

“Whether it’s popping in for a coffee, dining at the restaurant or overnight guests staying with us, we want them to have the best experience possible and this service allows us to respond to guests needs instantly,” said Pembroke Hotel general manager Paul Broderick.

Launched late 2011, ‘Instant Opinion’ was created by Kilkenny native and company CEO Aidan Kenny. A customer experience management company, ‘Instant Opinion’ recognised that a customer who has a bad experience will often not complain there and then, but will most likely never use that service again and tell their peers about their negative experience. ‘Instant Opinion’ also allows hotels to document and analyse their performance to identify opportunities for service improvement.