The Sonesta Collection is dedicated to delivering an industry-leading guest experience that is centered on a brand wide commitment to provide guests with more than just a place to stay. To ensure that they are following through on that promise of excellence, Sonesta utilizes guest feedback from both post-stay surveys and online reviews to create a guest experience measurement (GEM) score.
Sonesta GEM data is collected through two industry-recognized measurement systems – Market Metrix and TrustYou – which enables the company to better listen to, analyze and act on guest feedback across all channels. The results from Market Metrix and TrustYou are weighted equally (50/50) by individual property to identify top performers for Guest Experience within each brand monthly, and are then analyzed on a quarterly basis to determine consistency and growth.
Sonesta Collection top performing U.S. properties for Q3 2014 are:
- Sonesta Hotels & Resorts: Sonesta Resort Hilton Head Island
- Royal Sonesta Hotels: Royal Sonesta New Orleans
- Sonesta ES Suites: Sonesta ES Suites Flagstaff
“Sonesta has been delivering exceptional guest experience for nearly 80 years. We’ve been able to do this because of an intense commitment from every one of our hotel team members to provide dedicated service rooted in passion,” said Scott Weiler, Vice President of Marketing for Sonesta. “Today, we are very fortunate to have tools to monitor, measure and manage our guests’ experience real time – and in almost every way they might provide feedback. The Sonesta hotels that lead our GEM scoring in a quarter are really to be commended. They are creating some truly amazing moments with their guests.”
Sonesta has established a Culture of Caring brand pillar, which reflects their corporate commitment to delivering dedicated and passionate service. Integrity, authenticity, quality and concern are the four core principles that support this pillar, which shapes the experience of every guest, employee, and colleague. Sonesta aspires to be more than just a hotel, but a member of the communities they serve – greeting guests, locals and business counterparts with the same spirit of warmth and welcoming. General Managers are encouraged to practice their own entrepreneurial and community spirit in a way that serves their guests and their home town. Whether hosting a fund raiser for a local charity, supporting the local art scene, or giving back in other ways, Sonesta’s Culture of Caring keeps on giving.
Sonesta is carefully adding new hotels each year, taking great consideration in seeking out ways to expand on the collection without compromising its principles and its commitment to authenticity and genuine hospitality. For more about the Sonesta Collection, visit www.sonesta.com.
Discover Sonesta Hotels & Resorts in Atlanta, Baltimore, Boston, Fort Lauderdale, Hilton Head Island, Houston, Miami, New Orleans, Philadelphia, Sint Maarten (2), Panama, Chile (3), Colombia (4), Ecuador, Peru (7), and Egypt (10). Sonesta ES Suites is an extended stay hotel brand managed by Sonesta found in Andover MA, Atlanta GA, Auburn Hills MI, Burlington MA, Charlotte NC, Columbia MD, Dublin OH, Flagstaff AZ, Houston TX, Orlando FL, Parsippany NJ, Princeton NJ, Malvern PA, Myrtle Beach SC, St. Louis MO, Schaumburg IL and Somerset NJ. For more about the Sonesta Collection, visit Sonesta.com or call +1.617.315.9100 or 800.Sonesta (800.766.3782) in the U.S. and Canada.
*High resolution images are available at www.sonesta.com/media for all Sonesta hotels.
Media Contact: Lauren Lane, Weber Shandwick for Sonesta
firstname.lastname@example.org / 212-445-8303