For larger operators: do you analyze guest feedback/comms?

[Jesse Turner]

Larger operators will get dozens of reviews per month and many more touchpoints in direct communications.

Do any of y'all use a vendor, team member, or software to analyze these interactions for insights into areas of opportunity to improve guest experience?

I ask because I'm considering leveraging my background to start something like this for myself and wonder if there's already something sufficient out there.

[Andrew Steffens]

We do about 250 reservations per month on average and get about 100-150 reviews.  We have our reservationists respond with ChatGPT with all 4/5 star and anything 3 star or less gets sent to management.  All reviews responded to and reviews left for all guests.