Spicing Up Guest Experiences at Fireman Hospitality Group with Birdeye

Fireman Hospitality Group faced significant challenges in managing their online presence across multiple dining locations. By adopting Birdeye's AI solutions, they transformed how they collect and manage guest reviews. Their process is now automated, from gathering feedback to responding promptly. Birdeye allows them to share positive reviews, which are crucial in weaving positive guest feedback into their broader social media strategy. This has not only expanded their digital reach but also deepened their engagement with diners, reinforcing their reputation as a top choice for exceptional dining experiences.  

Fireman Hospitality Group has dramatically improved their review collection process by integrating Birdeye with their POS system, Toast. This seamless integration sends automated review requests to customers via text or email, encouraging them to share their experience right after dining. 

This automation has generated over 8,900 new reviews, substantially increasing the volume and timeliness of customer feedback. 

The influx of fresh, authentic reviews not only boosts the group's visibility on major review platforms such as Google but also strengthens their online reputation. An enhanced online reputation not only attracts more customers and supports higher ratings but also opens new business opportunities. In competitive dining markets, where many customers depend on reviews to choose where to eat, this visibility is invaluable.

Fireman Hospitality Group utilizes Birdeye's AI reporting capabilities to refine their operational strategies and elevate guest services across all locations. A standout feature is the ability to aggregate all reviews into a single daily email for each restaurant’s management team. This provides a snapshot of customer sentiment each morning, allowing the restaurants to adjust and improve based on customer feedback quickly. Leveraging these insights and monitoring feedback trends enables managers to make informed decisions, thereby enhancing service quality and overall guest experiences.

Beyond this reporting, Birdeye also offers advanced AI-driven insights like sentiment analysis, trending keyword detection, and generative AI summaries. These features enable businesses to uncover deeper patterns in customer feedback, identify opportunities at scale, and resolve issues quickly. 

In the past year, Fireman Hospitality Group has seen:

• 4k new reviews on Google
• 8.9k new reviews across all platforms
• 97% average review response rate
• 4.3 star review average

Fireman Hospitality Group effectively utilizes Birdeye Reviews to engage with guests post-visit, leveraging initial feedback to enhance future experiences. Birdeye’s AI-powered automated responses efficiently handle routine reviews, freeing up the team to devote more time and attention to responses that require personalized engagement.

Birdeye’s customizable templates ensure that all communications reflect the professional voice of Fireman Hospitality Group while streamlining the response process. Birdeye also offers advanced AI capabilities, such as generative response suggestions, sentiment analysis, and Brand AI, which businesses can use to craft thoughtful replies, maintain consistent brand voice, and identify where a personal touch is most needed.

This approach not only saves time but also ensures consistency, professionalism, and authenticity in every interaction, strengthening guest relationships and reinforcing Fireman Hospitality Group’s reputation for attentive service.

Fireman Hospitality Group amplifies their social media presence by using Birdeye Social to share 5-star reviews across all platforms. This approach pairs positive guest experiences with visually appealing images of their culinary offerings, streamlining promotional efforts and expanding their digital footprint.

Birdeye’s Social Publishing Agent can take social strategies a step further by generating posts based on previous high-performing posts, holidays, trends, or competitor activity. You can then fine-tune it further by setting thresholds, 
selecting themes, and filtering by keywords so every recommendation is aligned with your strategy.

Fireman Hospitality Group’s AI-enhanced strategy has boosted both visibility and community engagement, reflecting the excellent dining experiences they’re known for. As a result, they have retained loyal customers and attracted new guests, evidenced by the acquisition of 63k new Instagram followers across their locations.

The partnership between Fireman Hospitality Group and Birdeye has transformed their approach to managing online reputation and engaging with guests. Through the strategic use of automated review collection, timely responses to customer feedback, and the adept promotion of their top reviews on social media, they have established a robust digital presence that reflects their commitment to excellence. 

This strategy has not only elevated their overall rating but has also enhanced their appeal to new and returning customers. Armed with Birdeye’s tools, Fireman Hospitality Group continues to uphold its reputation as a leader in the hospitality industry, ensuring each guest's experience is nothing short of exceptional. 

Spice up your reputation strategy with Birdeye today!

Schedule a demo today, call 1-800-561-3357 ext 1, or send an email to sales@birdeye.com.