Google rating 3.5 points → 4.7 points… Expansion of products linked to dog rooms and local tourism Introduction of AI-based demand forecasting and equipment management… Promote expansion of consignment operation of public tourism facilities
HLB F&B, a food and beverage company of HLB Group, raised its customer evaluation ranking from 120th to 1st in just one year after taking over the consignment operation of Hongsamville Hotel in Jinan-gun, Jeollabuk-do. This is the result of introducing dog-specific rooms and lodging products utilizing local tourist resources, and improving operational efficiency with an artificial intelligence (AI)-based management system.
HLB F&B announced that the Google rating of Hongsamville Hotel, which is operated on consignment from Jinan-gun, Jeollabuk-do, recorded 4.7 points as of the 30th of last month. According to the company, it is the highest level among about 300 hotels in the Honam area.
Hongsamville Hotel is a public accommodation facility owned by Jinan-gun and is located near Maisan Mountain. Over the past 15 years, the company has experienced difficulties in management, including continuous losses while the consignment operator has changed three times.
At the end of October last year, just before HLB F&B took over management, the Google rating was 3.5 points and 82 reviews, ranking 120th among hotels in the Honam area. One year after reopening, the rating increased by 1.2 points and the number of reviews increased by approximately 3.1 times to 255. The ranking compiled by the company also rose 119 places.
#### Targeting customer demand with dog rooms and local tour products
HLB F&B has reorganized its room configuration and auxiliary facilities to reflect customer demand and regional characteristics.
Of the 43 rooms, 10 are dog-friendly, and 3 of these rooms have dry machines specifically for dogs. 14 rooms with views of Maisan Mountain are offered as a separate product, and barbecue facilities are also provided for families.
Experience-based products utilizing local tourism resources were also expanded. In winter, we operate a wood-fired barrel sauna and a tent sauna, and have introduced a package that combines lodging, breakfast, and sauna with local traditional liquor.
The way we serve customers has also changed. Guest opinions are reflected in service improvement, such as responding to all Google reviews in the name of the general manager and responding to foreign language reviews in the corresponding language.
#### AI-based operational efficiency… Expanding business to local government facilities
For hotel operations, a self-developed AI-based enterprise resource planning (ERP) system was introduced. This method predicts demand by analyzing past room occupancy and sales data and uses it to manage supplies and place orders.
AI technology was also applied to operating SNS content such as Instagram and Facebook and analyzing customer reactions. Through this, it is explained that about 13 people are performing room operation, customer management, and marketing tasks.
Based on its experience in operating Hongsamville Hotel, HLB F&B plans to expand its consignment operation business of public tourist facilities such as local government-owned hotels, spas, and recreational facilities.
Hongsamville Hotel is also pursuing service advancement, including improving guest room bedding and heating equipment, with the goal of achieving 500 Google reviews and a rating of 4.8 points by the end of 2027.
An HLB F&B official said, "We have confirmed our operational competitiveness through an objective indicator of customer satisfaction over the past year," and added, "We will create a new success story by combining F&B and hospitality experience and digital operation capabilities with various local tourism assets."
