1. Don’t underestimate the importance of online reputation management
We know that modern travelers rely on the opinions of other travelers before booking any hotel. In addition, a positive online reputation is essential for the success of the hotel business, as more and more travelers begin to trust online reviews and it has become an important part of travel planning and protection.
2. Develop a customer-friendly environment in your hotel
The most important aspect of online reputation management is your hotel. So you need to make sure that no stones are emptied to ensure the best stay experience for your guests. This will to some extent provide positive feedback from visitors.
Train your employees to exceed your guest expectations, work with any bad experiences on the ground, and prevent property complaints from escalating to online complaints. Establish a social media policy and rules for your hotel staff to ensure that your employees treat guests both online and in person. Your staff should be well aware of the risks and consequences of mistreating guests.
3. Share your fame goals and strategy openly with the team
Target what reputation you want to create for your property. What you want your hotel to know and want is for guests to talk about your hotels after they leave. Plan and work to achieve this goal. Analyze your hotel’s ratings and reviews on major review sites and identify the pros and cons of what your guests write about you and then work from there. Strategize how you will meet your goals.
4. Reputation Management is the responsibility of a team
Share your fame goals, vision, and strategies with all your hotel staff, and make sure your entire team understands their contributions, roles, and responsibilities in achieving those goals.
5. Optimize and own your internet presence
Own your profile online. Claim and update your profiles on major review sites such as TripAdvisor, Google Business, Yelp and Online Travel Agencies. Add descriptions, pictures, and contact information and make sure the information is accurate and up-to-date.
6. Analyze guest reviews
Analyze your guest reviews closely and look for any examples that need special attention. Focus on identifying the key differentiators or key strengths that consumers are talking about, and elevate them above your competitors to have a direct impact on bookings. Additional reviews in guest reviews with feedback from guest reviews to have a 360 degree guest satisfaction account and Net Promoter Account.
7. Have regular meetings with your ground staff and then plan your next assignment
Communicate with your customer-related employees, get feedback, and use it as a productive learning concept to improve your service. Take necessary measures to eliminate problems and prevent recurring complaints. This will help create a steady stream of positive feedback.
8. Encourage and reward your employees
It’s not enough to just develop a strategy, you have to work with it and keep up to date on how you are achieving your reputation goals. Encourage and reward your hotel staff to achieve the set goals. There are ORM tools to help you set and track your team’s goals. Recognize and reward their efforts.
9. To respond to guest feedback, select and prioritize
Responding to guest feedback confirms that you are interested in what consumers are saying about you. Plus, it’s an opportunity to show other guests that you care about guest feedback. In addition, it gives your guests a chance to change the misconceptions about your hotel and give comfort to the guests who are ready to take measures not to create an unpleasant experience for hotel guests.
However, you cannot respond to all feedback, so prioritize and select feedback that requires an apology, explanation, or appreciation. However, be sure to let the interested guest know about any action you are taking to resolve the issue. In addition, in extremely bad situations, offer guests a promotion or discount on their next reservations.
10. Choose the Right Online Reputation Management Tools
Social media and online reputation management is real time. With so much movement in digital space, it is virtually impossible to keep up with the pace. To make sure you don’t miss a thing, use an advanced ORM tool to collect a single image and visitor reviews from more than 120 viewing sites. A modern reputation management tool will help automate this process and respond at the same time.
Incorporate these simple steps into your daily processes and the culture of your hotel, and you will witness an increase in guest satisfaction levels and direct bookings; a guarantee of long-term success for your hotel.