Sarova Hotels, Resorts and Game Lodges have partnered with B4Checkin, an online booking systems provider in a bid to improve its customer relations. The software provider will also institute a customer feedback system known as B4Feedback, enabling guests to post comments about their stay. There will be online questionnaires and a comment card system that will help the hotelier to monitor guest feedback in real time.
“It is our commitment to bring innovative, cost-effective software solutions to the worldwide hospitality industry,” said the company’s President and CEO, Saar Fabrikant.
This will be the software provider’s first incursion into Africa. It will enable Sarova to send e-mails to their guests before they arrive and shortly after bookings have been made. B4Checkin states that feedback can be automatically e-mailed to designated members of staff in case a situation requires immediate attention. Sarova will use this information to measure guest satisfaction and therefore improve their service delivery.
According to a press release from the hospitality dealer, Sarova has been facing increased competition from international hotels. The hotelier states that quality services and products would help them secure more patrons.
The systems are currently up at the Sarova Panafric, Sarova Stanley, Sarova White Sands Beach Resort, Sarova Mara, Sarova Lion Hill, Sarova Shaba, Sarova Taita Hills and Sarova Salt Lick Game Lodge. B4Checkin will continue installing the service to other Sarova branches across East Africa.
Last year, the Ministry of Tourism reported a 16% increase in the number of tourist arrivals up to 1 million from 896,000 the previous year.