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, as more and more travelers begin to rely on online reviews, a positive online reputation is essential to the success of the hotel business as it becomes an important part of travel planning and protection.
2. Develop a customer-friendly environment in your hotel
The most important direction of online reputation management is in your hotel itself. So you have to make sure that no stone is burned to provide the best experience for your guests. This will to some extent provide a positive feedback from the guests.
Train and empower your employees to exceed guest expectations, work with any bad practices on the ground, and prevent property complaints from escalating to online complaints. Set up a social media policy and policy for your hotel staff to ensure that your employees behave with visitors, both online and in person. Your employees should be well aware of the risks and consequences of mistreating guests.
3. Share your goals and strategy with your team publicly
Focus on what reputation you want to create for your property. You want your hotel to be recognized and wanted, so that guests can talk about your hotel after leaving. Plan and work to achieve this goal. Analyze your hotel rankings and reviews on major websites, and identify the pros and cons of what your visitors write about you and then work from there. Make a strategy for how you will respond to your goals.
4. Reputation Management is the responsibility of a team
Share your goals, vision, and strategies related to your fame with all of your hotel staff and ensure that your team understands the contributions, roles, and responsibilities in achieving these goals.
5. Optimize and own your web presence
Make your profile online. Claim and update your profiles on major browsing sites like TripAdvisor, Google Business, Yelp and Online Travel Agencies. Add images, pictures and contact details and ensure that the information is accurate and up-to-date.
6. Analyze guest reviews
Carefully analyze your guest reviews and look for any examples that need special attention. Pay attention to identifying the key differentiators or key strengths that consumers are talking about and push them up to your competitors' level to directly influence reservation. Additional feedback from guest reviews with 360-degree Guest Satisfaction Account and Net Promoter Account.
7. Hold regular meetings with your on-site staff and then plan your next work
Communicate with your customer related employees, get feedback and use them as a productive learning concept to improve your service. Take the necessary steps to eliminate problems and prevent recurring complaints. This will help build a steady stream of positive feedback.
8. Encourage and reward your employees
Developing a strategy alone is not enough, you need to work on it and make regular updates about how your goals are going. Encourage and reward your hotel staff to achieve their stated goals. There are ORM tools that help you set and track your team's goals. Recognize and reward their efforts.
9. Select and prioritize to respond to guest reviews
Responding to guest reviews confirms that you are interested in what consumers have to say about you. In addition, this is an opportunity to show your other guests that you care about your guest feedback. It also gives your guests the comfort of being ready to take action to change the wrong impressions about your hotel and not to create unpleasant experiences for your hotel guests.
However, you can't respond to all feedback, so prioritize and select comments that require apologies, comments, or gratitude. However, please ensure that the guest is informed about any action you are taking to resolve the problem you are facing. In addition, in the worst case, offer guests a discount or discount on subsequent reservations.
10. Select the right Online Reputation Management Tools
Social media and online reputation management are in real time. It is practically impossible to keep pace with the pace in such a digital space. To avoid missing out, use an advanced ORM tool to collect a single image and guest reviews from more than 120 sites. A modern reputation management tool will help you automate this process and at the same time be a cakewalk.
Take these simple steps into your day-to-day processes and culture of your hotel and you will see the level of guest satisfaction and direct orders increase; Provides long-term success for your hotel.