How JUFA Hotels Transitioned to AI-Driven Reputation Management Across 60 Properties

Heidi Wendl, Head of Quality and Reputation Management at JUFA Hotels, faced a significant challenge. With 60 properties spread across Austria, Germany, Liechtenstein, and Switzerland, managing guest reviews manually was becoming increasingly unmanageable. The existing system was not only time-consuming but also hindered the quality of guest communication, leading to a response rate that fell short of their ambitious goal of 100%. However, with the implementation of MARA's AI-powered reputation management tool, JUFA Hotels transformed their approach, achieving a 100% response rate and significantly improving their operational efficiency. This is their success story.

Feel free to watch the recording of the live webinar (German) featuring Heidi Wendl and Riccardo Tonino, Assistant Operation Manager at JUFA Hotels, as an alternative to reading:

Key Achievements of JUFA Hotels with MARA:

Achieved a 100% response rate to guest reviews across all properties;
Streamlined review management processes, saving approximately 50% of response time;
Enhanced analytical insights into guest feedback and satisfaction;
Improved overall guest engagement and communication quality.

The Company

JUFA Hotels has been a prominent player in the hospitality industry for around 30 years, offering unique stays at approximately 60 locations in Austria, Germany, Liechtenstein, and Switzerland. The brand is known for its commitment to family-friendly and active vacation experiences, catering to a diverse clientele that includes families, groups, seminars, and individual travelers. With a focus on modern and sustainable hotel management, JUFA Hotels has established a strong presence in picturesque mountain regions, historical cities, and serene natural landscapes.

As the demand for digital guest communication grew, JUFA Hotels recognized the need to optimize their reputation management processes. They had already set a goal of achieving a 100% response rate to guest feedback, but the manual approach was proving to be a significant challenge.

The Problem

As JUFA Hotels expanded its portfolio, the volume of guest reviews surged, particularly during peak seasons. For instance, in August, the Hamburg location alone received nearly 600 reviews, making it increasingly difficult to maintain timely and personalized responses. The manual process of crafting replies was not only labor-intensive but also led to inconsistencies in communication, negatively impacting guest relations.

Additionally, the existing system lacked the necessary tools to analyze feedback effectively, making it challenging to identify trends and areas for improvement. The pressure to respond to reviews in a timely manner often resulted in rushed replies, which could detract from the quality of guest interactions.

In essence, JUFA Hotels needed a solution that could streamline their review management, enhance response quality, and provide valuable insights into guest satisfaction.

The Solution

To address these challenges, JUFA Hotels turned to MARA. The AI-powered Online Reputation Management system offered a comprehensive solution for managing guest reviews across their extensive portfolio. Here are the key features that JUFA Hotels leveraged to transform their review management process:

1. Automation of Responses:

MARA automated the response generation process, allowing JUFA Hotels to quickly draft replies to guest reviews. This significantly reduced the time spent on managing reviews, enabling the team to focus on other critical areas of their operations.

2. Smart Snippets and Brand Voice:

With MARA, JUFA Hotels could maintain a personal touch in their responses through pre-set phrases tailored to frequently addressed topics. This ensured consistent communication while enhancing the brand's voice.

3. Integration with Major Platforms:

MARA's direct integrations with platforms like Google and Booking.com simplified the review response process, making it efficient and hassle-free for JUFA Hotels.

4. Advanced Analytics:

The tool provided comprehensive insights into customer feedback, enabling JUFA Hotels to identify trends and areas for improvement effectively. This allowed them to cater to their guests' needs more precisely.

5. Multi-Language Capability:

Responding to reviews in multiple languages was no longer a challenge with MARA, as the tool ensured accurate responses without the need for manual translation.

6. Continuous Learning and Improvement:

The AI's ability to learn from past interactions and improve response suggestions over time made MARA an invaluable tool for JUFA Hotels, enhancing the quality of their responses.

Through the implementation of MARA, JUFA Hotels successfully overcame their challenges and significantly improved their review management process.

The Experience

With MARA in place, JUFA Hotels experienced a substantial transformation in their operations. Here's how it impacted their review management:

1. Enhanced Operational Efficiency:

The automation features of MARA allowed the team to redirect their focus towards other critical tasks, greatly improving operational efficiency across all properties.

2. Improved Guest Engagement:

The ability to respond quickly and consistently to reviews enhanced guest relations, fostering better communication and significantly improving the online reputation of JUFA Hotels.

3. Personalization in Communication:

Despite the automation, MARA's Smart Snippets allowed JUFA Hotels to maintain a personal touch in their responses, ensuring guests felt valued and heard.

4. Ease of Use:

The user-friendly interface of MARA facilitated quick adaptation, becoming a valuable tool in JUFA Hotels' daily operations.

5. Active Participation in Platform Improvement:

JUFA Hotels could actively participate in the improvement of the tool by providing feedback to the MARA team, enhancing their overall satisfaction with the platform.

In summary, the implementation of MARA led to significant improvements in JUFA Hotels' review response rate and management process. The tool not only allowed them to efficiently handle their expanding portfolio but also drove enhanced guest engagement and improved online reputation.

Experience MARA today.

Just like JUFA Hotels, you too can revolutionize your review management process and drastically improve your review response rate. Don't let manual processes hold you back. With MARA, you can streamline your operations and boost your online reputation effectively.

To see how MARA can transform your business, register for a free trial or schedule a demo call with us. Take the first step towards efficient review management today.