NH Hotels: Making a reservation for the future

About NH Hotels

With 400 hotels and 60,000 rooms in 29 countries across Europe, the Americas, and Africa, NH Hotels ranks among the top 25 chains in the world. NH Hotels is known for its attention to quality services and facilities, including the most advanced technology to facilitate communication, work, and entertainment for its customers.

Industries: Travel & Hospitality
Location: Spain
Products: Cloud SQL

About Paradigma

Founded in Madrid in 2007, Paradigma has helped over 200 companies in the process of digital transformation. Working closely with their clients, Paradigma selects the best technologies and most efficient methodologies to create optimal solutions.

Google Cloud Platform results

  • Develops a mobile solution for its managers to gather, analyze, and disseminate the increasing torrent of customer reviews
  • Paradigma and Google Cloud Platform create Quality Focus Online, a customized mobile tool
  • Transforms social media into business success, basing key strategic and financial decisions on rapid-fire response to consumer requests.

        Background

        Social media and the internet have transformed the hotel industry. By writing millions of reviews a year on websites and mobile apps, travelers are among the most empowered and influential consumers in the world. As NH Hotels aggressively expanded their global reach, accessing and analyzing the vast amount of customer feedback became critically important to maintaining their online reputation—and securing future success.

        Challenge

        To initiate the process of more efficient customer data collection, analysis, and reporting, NH Hotels used off-the-shelf software tools. These programs proved inflexible and also lacked critical features—such as benchmarking their competitors—which were required by NH analysts. Development cycles dragged on and deadlines were consistently missed. NH Hotels turned to Paradigma, a technology consulting firm based in Madrid, to build a customized solution.

        Solution

        After several meetings with NH Hotels to understand their needs, Paradigma set up a small development team (including a representative from NH). This cooperative approach accelerated development time and gave Paradigma the confidence to select the most appropriate technologies for the project. Using various software tools, such as Grails and JQuery, Paradigma designed an elegant customized solution called Quality Focus Online. For optimal performance, the development team decided to host this system in the cloud. Paradigma recommended a Google Cloud Platform solution that used Cloud SQL as a fully managed database, combined with Compute Engine for rapid translation of multilingual customer reviews.

        Quality Focus Online

        "Quality Focus Online turned out to be easy to use from day one. It helps me save a lot of time and improves our business," says Javier Mármol, Director of Hotel NH Palacio de Tepa in Madrid. "For example, we discovered from reviews that noise was a problem, so we increased our room insulation—and our positive scores shot up overnight."

        Results

        Quality Focus Online can now process, interpret, rate, report, and monitor the reputation and performance of each individual hotel in the NH group. Hotel guests can use their mobile devices to immediately deliver feedback about such topics as service, cleanliness, value, and food. Half of guest reviews captured and analyzed are from NH Hotels' own surveys and half are from reviews on third-party sites such as TripAdvisor.

        The Quality Focus Online tool aggregates and processes over 200,000 reviews a year and is used more than twice a week by all NH Hotel directors throughout the world to identify problems and make informed decisions in near real time. For example, NH Hotels has averaged 20% fewer negative reviews monthly after adding Wi-Fi access to every location. NH Hotels was also able to track the direct correlation between expenditures (e.g., adding more noise insulation to rooms) and customer satisfaction. As a result, executive management at the highest level has become more confident in making these types of bottom-line decisions.

        "Quality Focus Online turned out to be easy to use from day one. It helps me save a lot of time and improves our business. For example, we discovered from reviews that noise was a problem, so we increased our room insulation—and our positive scores shot up overnight."

        Javier Mármol, Director of Hotel NH Palacio de Tepa in Madrid

        About NH Hotels

        With 400 hotels and 60,000 rooms in 29 countries across Europe, the Americas, and Africa, NH Hotels ranks among the top 25 chains in the world. NH Hotels is known for its attention to quality services and facilities, including the most advanced technology to facilitate communication, work, and entertainment for its customers.

        Industries: Travel & Hospitality
        Location: Spain

        About Paradigma

        Founded in Madrid in 2007, Paradigma has helped over 200 companies in the process of digital transformation. Working closely with their clients, Paradigma selects the best technologies and most efficient methodologies to create optimal solutions.