Local Measure Helps Canada's Group Germain Hotels Double Guest Interaction, Personalize Service, and Cut Response Rates During Stays

Engaging Guests Directly at More than a Dozen Luxury Hotels Via Local Measure's Social Intelligence Platform

NEW YORK, NY. and MONTREAL, CA. July 20, 2017 – Social Intelligence provider Local Measure has helped one of Canada’s premier luxury hotel groups double guest interaction during their stays on property and cut response times by more than 80% in less than six months, through the company’s proprietary social intelligence platform.

For Group Germain Hotels, the impact has been significant as the company builds its capacity for delivering best in class experiences by focusing on each guest’s personal preferences and delivering service that consistently surprises and delights.

Clarah Germain, who heads social media and content, said, “We are delighted to partner with Local Measure, whose platform enables us to merge local content, social media and mobile technology to reach our guests as they have never been reached before – directly and during their stay, allowing teams to provide even more personalized service and engaging with them in person as well as online.

She concluded, “As a result of our collaboration, we have been able to cut guest service response time dramatically, further increase our level of guest interaction, and provide an even more uniquely personalized level of service – all thanks to our online program. Local Measure provides a tool that aligns perfectly with our mission of exceeding our guests’ expectations - and we look forward to even better results in the months ahead.”

Headquartered in Australia, with offices in Singapore, Dubai, London, Miami and Los Angeles, Local Measure has proprietary technology that allows brands and businesses to deliver exceptional service to their customers, engage with them in real-time and build out rich customer profiles on their preferences. It now partners with hotels in more than 500 cities worldwide, including some of the world’s most visible and respected brands.

Local Measure’s CEO and Founder, Jonathan Barouch, said, “ We are pleased to share some of the results of our partnership with Group Germain Hotels, whose properties already set new standards of warmth, style and personalized service across Canada. Utilizing our social intelligence platform, properties have been able to take this personalization to a new level, building loyalty and increasing guest satisfaction where it counts – during a guest’s stay on property. We look forward to sharing more success stories with the hotel industry as our growth continues.”

For more detailed information on the Group Germain Hotel’s success with Local Measure, please visit https://www.localmeasure.com/resources/case-studies/solution/groupe-germain-hotels

About Local Measure

Local Measure is the leading customer intelligence platform in the tourism and hospitality sectors. Local Measure’s clients include many of the world’s largest tourism and hospitality brands. The company merges local content, social media and mobile technology, to provide customers with live access to operationalize customer data, rich content and analytics at a local level. For more information about Local Measure, visit our website and follow us on Instagram and Facebook.

About Group Germain Hotels

Group Germain Hotels is a family-run business that owns and operates Le Germain Hotels and Alt Hotels across Canada. Ranked as one of Canada’s 50 Best Managed Companies, Group Germain Hotels is renowned for impeccable warmth and style at its hotels. Since opening their first property in 1998, the 1,000 staff members of Group Germain Hotels have welcomed guests totalling nearly 4 million rooms nights. Visit www.groupegermain.com.

Contact:
Michael Frenkel

MFC PR
/>Michael@mfcpr.com

(201) 317-7035

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There are currently 2.3 billion active users of social media networks and savvy hotel operators have incorporated social media into their marketing mix. There are a few Goliath channels on which one must have a presence (Facebook & Twitter) but there are also several newer upstart channels (Instagram, Snapchat &WeChat, for example) that merit consideration. With its 1.86 billion users, Facebook is a dominant platform where operators can drive brand awareness, facilitate bookings, offer incentives and collect sought-after reviews. Twitter's 284 million users generate 500 million tweets per day, and operators can use its platform for lead generation, building loyalty, and guest interaction. Instagram was originally a small photo-sharing site but it has blown up into a massive photo and video channel. The site can be used to post photos of the hotel property, as well as creating Instagram Stories - personal videos that disappear from the channel after 24 hours. In this regard, Instagram and Snapchat are now in direct competition. WeChat is a Chinese company whose aim is to be the App for Everything - instant messaging, social media, shopping and payment services - all in a single platform. In addition to these channels, blogging continues to be a popular method to establish leadership, enhance reputations, and engage with customers in a direct and personal way. The key to effective use of all social media is to find out where your customers are and then, to the fullest extent possible, engage with them on a personal level. This engagement is what creates a personal connection and sustains brand loyalty. The February Hotel Business Review will explore these issues and examine how some hotels are successfully integrating social media into their operations.