Kempinski Hotels Pioneers Personalization via Two-Way Integration with Shij’s ReviewPro and Concilio Labs

Leveraging the two-way integration between Shiji’s ReviewPro and Concilio Labs enables Kempinski to create 360º guest profiles for hyper-personalized guest service.


Barcelona 8th November 2022: ReviewPro, a Shiji Group brand providing the leading Guest Experience Platform for hospitality, and Concilio Labs, a leading provider in guest intelligence technology, integrate to enable a pioneering 360-degree approach to guest profiles for Kempinski Hotels.

“The magic of great integrations is ease of use, intra-operability, low overheads, and minimum pain points”, says Riko Van Santen, Chief Information Officer at Kempinski Hotels and Member of the Management Board, “What stood out about Shiji’s ReviewPro’s open API-integration was the efficiency of both the technology and the teams enabling a simplified ‘no headache’ experience.”

Kempinski Hotels implemented this integration to enrich guest profiles within their hotel CRM. The aim is to understand guest preference in order to improve operations and better the guest experience, which has a positive impact on online reputation and the Global Review Index™ (The GRI™ is a global hotel benchmark score for guest satisfaction).

“These days, it is no longer enough for brands to rely on general segments to profile their guests. They must draw on data from multiple sources and analyze it at the speed of business, going beyond the CRM. Concilio’s Guest Insight Engine, coupled with Shiji’s ReviewPro platform, delivers a holistic picture of guests that comes from gathering, contextualizing, analyzing, and prescribing data. Hoteliers that prioritize guest data and take advantage of technology to help them get closer to their guests, are in a better position to stay ahead of the competition and win the loyalty of the increasingly empowered guest”, states Terri Miller, CEO at Concilio Labs.

Concilio’s Guest Insight Engine is designed to strengthen guest relationships by anticipating and responding to guest needs. Post-stay guest feedback is a crucial element as it provides hoteliers with an opportunity to understand the guest’s experience, what should be improved for all guests, but more importantly, hoteliers can address each guest’s concern prior to the guest’s next stay within the chain.

Shiji’s ReviewPro offers an enhanced and customizable Guest Survey solution enabling hotel brands to gather specific feedback across the guest journey. Via an integration into the Concilio Labs Guest Insight Engine, the guest profile is enhanced with feedback gathered from surveys. Over consecutive stays the profiles can be used to provide personalized guest service whether that be in-room preferences, amenities, activities recommended, or facilities. This applies whether it is a returning guest at the same property or another one within the portfolio.

“In a competitive luxury industry where customer acquisition is much higher than that of customer retention, personalised guest service is not only essential, but profitable.” says Michael Kessler, CEO at ReviewPro, a Shiji Group brand. “With our open API we aim to simplify the access to guest feedback data, so that hoteliers can better understand their guests’ preferences, and further improve the quality of the stay of their guests, improve guest retention, increase RevPAR, and boost revenue.”


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About ReviewPro

ReviewPro, part of the Shiji Group, offers over a decade of experience and investment in innovation, continuing to be the benchmark of the hospitality industry. The cloud-based Guest Experience Platform includes Hotel Reputation, Guest Surveys, Case Management, and Guest Communication, an AI-driven automated chatbot solution. ReviewPro owns the industry-standard online reputation score, the Global Review Index™️ (GRI), a propriety algorithm based on review data collected from +140 OTAs and review sites in +45 languages. With over, 60,000 establishments in +150 countries, ReviewPro offers the technology, support, and education to empower hoteliers to be better.

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About Concilio Labs

Concilio Labs is on a mission to solve key issues in hospitality today—those of guest personalization and hotel loyalty—by developing innovative technology solutions that push boundaries. Concilio’s Insight Engine, a guest intelligence platform, empowers hoteliers with actionable insights to create personalized guest experiences that go far beyond traditional and existing capabilities in other similar tools. Other core service offerings target guest experience, including tailored mobile app and integrated booking engine solutions for hoteliers looking to take their guest engagement to the next level. The management team has decades of proven experience working with technology leaders giving them the credibility and a deep understanding of the hospitality industry and its growing needs. Concilio Labs is a rapidly growing brand with offices in the Washington, DC area, United Kingdom, and throughout Europe.

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About Kempinski

Created in 1897, Kempinski Hotels is Europe’s oldest luxury hotel group. Kempinski’s rich heritage of impeccable personal service and superb hospitality is complemented by the exclusivity and individuality of its properties. Today the Kempinski Group operates 81 hotels and residences in 35 countries and currently has more than 26 prestigious projects under development around the globe. Each five-star hotel reflects the strength and success of the Kempinski brand without losing sight of its heritage; each one imbues the quality guests have come to expect from Kempinski while embracing the cultural traditions of its location. The portfolio comprises historic landmark properties, award-winning urban lifestyle hotels, outstanding resorts and prestigious residences. Kempinski is a founding member of the Global Hotel Alliance (GHA), the world’s largest alliance of independent hotel brands.


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