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one. Don’t underestimate the importance of online reputation management

We all know that modern travelers rely on reviews from other travelers before making a hotel reservation. Additionally, as more and more travelers have come to rely on online reviews and it has become an important part of travel planning, maintaining a positive online reputation is critical to the success of the hotel business.

two. Develop a customer-obsessed environment in your hotel

The most important aspect of online reputation management takes place in the hotel itself. Therefore, you must confirm that no stone is removed to ensure that your guests have the best stay experience. This, to a certain extent, will guarantee a positive response from guests.

Train and empower your staff to exceed guest expectations, handle any bad on-site experiences, and prevent on-property issues from turning into online complaints. Design a social media policy and guidelines for your hotel staff to ensure employees know how to behave with guests both online and in person. Your staff must be acutely aware of the risks and repercussions of mistreating guests.

3. Clearly set and share your reputation goals and strategies with the team

Set a goal of what kind of reputation you want to establish for your property. What do you want your hotel to be known for and want your guests to say about your hotel after they leave? Plan and work to achieve that goal. Analyze your hotel ratings and reviews on key review sites and identify what are the positive and negative things your guests are writing about you and then work from there. Create a strategy for how you will meet your goals.

Four. Reputation management is a team task

Share your reputation-related goals, vision and strategies with all your hotel staff and make sure your entire team understands their contribution, role and responsibilities in meeting these goals.

5. Optimize and own your online presence

Own your online profile. Claim and update your listings on key review sites like TripAdvisor, Google Business, Yelp, and online travel agencies. Add descriptions, images, and contact information, and make sure the information is correct and up-to-date.

6. Analyze guest reviews

Take a close look at your guest reviews and look for specific patterns that need special consideration. Pay attention to identify the key differentiators or core strengths your consumers are talking about and set yourself a notch above your competitors to influence direct bookings. More club feedback in guest reviews with guest survey feedback for a 360 degree view of guest satisfaction score and net promoter score.

7. Hold regular meetings with your ground crew and then plan the next action.

Interact with your customer service staff, take their feedback and use it as a productive learning perspective to improve your service. Take the necessary measures to solve problems and avoid recurring complaints. This will help generate a steady stream of positive reviews.

8. Incentivize and reward your Employees

Just strategizing is not enough, you also need to work towards it and provide regular updates on the status of achieving your reputation goals. Incentivize and reward your hotel staff for achieving the defined objectives. There are ORM tools available to help you set and track your team goals. Acknowledge their efforts and reward them.

9. Select and prioritize to respond to guest reviews

Responding to guest reviews confirms your interest in what your consumers are saying about you. Plus, this is an opportunity to show other potential guests that you care about guest feedback, too. Plus, it gives you the opportunity to change misperceptions about your hotel and reassure potential guests that you want to take steps to ensure there are no unpleasant experiences for your hotel guests.

However, you cannot respond to all reviews, so please prioritize and select the reviews that require an apology, explanation, or expression of thanks. However, be sure to let the concerned guest know of any steps he or she has taken to resolve the issue they encountered. Also, in extremely bad situations, offer guests an incentive or discount on future bookings.

10 Choose the right online reputation management tools

Social networks and online reputation management are in real time. With so much action in the digital space, it’s virtually impossible to keep up manually. To make sure you don’t miss a thing, use an advanced ORM tool to give you a holistic picture and collection of guest reviews from over 120 review sites. A modern reputation management tool will help automate this process and make responding a piece of cake as well.

Incorporate these simple steps into your daily processes and hotel culture and you’ll see improved guest satisfaction and increased direct bookings; ensuring long-term success for your hotel.

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