We integrated a dual-funnel automation system directly into the post-checkout workflow. The Private Funnel utilizes Natural Language Processing (NLP) to capture and triage negative feedback instantly, alerting management to operational friction points before they become public reviews. The Public Funnel identifies high-sentiment guests and strategically directs their review traffic to targeted platforms (MakeMyTrip, Booking.com) to manipulate ranking velocity and recency.
The system effectively functions as an automated Revenue Manager. By improving review velocity and protecting brand equity, the property saw a 5-8% lift in conversion rates across aggregators. The solution provides the General Manager with a monthly "Pulse Report"—an AI-synthesized analysis of operational blind spots—turning qualitative guest chatter into quantitative operational strategy.
Shatrunjay Sinha
General Manager
