1. Do not underestimate the importance of online reputation-management
We all know that today's travelers rely on the reviews of other travelers before booking a hotel. Moreover, as more and more travelers have started to trust the survey on the Internet, and it has become an important part of the planning and tracking of travel planning, positive reputation on the Internet is crucial to the success of the hotel industry.
2. Create a violent client environment at your hotel
The most important aspect of managing reputation on the Internet occurs at your hotel. Thus, you should confirm that no stone is not twisted to ensure that your guests have the best experience of your stay. This is to some extent ensures positive feedback from guests.
Training and empowering your employees to exceed the expectations of guests, to cope with any bad impressions on the spot and prevent issues related to the property, to online complaints. Develop a social media policy and recommendations for the hotel staff, so that employees know how to behave as guests, both online and in person. Your staff must be familiar with the risks and consequences of improper handling of the guests.
3. Create and share their goals and strategies of reputation clearly with the team
Set a goal, what kind of reputation you want to create for your property. What do you want to make your hotel has been known for and you want your guests to say this hotel after their departure. To plan and to work towards achieving this goal. Analyze the ratings and reviews on your hotel key sites review and determine what the positive and negative things about you napisvayuts guests, and then work from there. Strategy, as you reach your goals.
4. Reputation Management – a team the team
Share the goals, vision and strategies regarding reputation, with all the staff of the hotel and make sure that the whole team understands their contribution, role and responsibilities in fulfilling these goals.
5. Optimization and ownership of your online presence
Own section online. Query and update their profiles on the key sites of the review, such as TripAdvisor, Google Business, Yelp and online travel agencies. Add descriptions, pictures and contact information and make sure that the information from the & # 39 is correct and up to date.
6. Analysis guest reviews
Carefully analyze customer reviews and find any specific templates that require special consideration. Notice to identify the main differences or the main advantages of being talked about your customers and put you on a level above your competitors to affect the direct orders. Further feedback club Guest Reviews Guest reviews survey to get a 360-degree assessment of the assessment guest satisfaction and Net Promoter scores.
7. Take regular meetings with ground personnel, and then plan the following:
Interact with your employees who are faced with customers, taking their feedback and use it as a fruitful understanding, in order to improve its service. Take the necessary measures to address and prevent repetitive complaints. This will help create a steady stream of positive reviews.
8. Encourage and reward your employees
It is not enough to develop strategies, you also need to work on it and to regularly update the status of achievement of the purposes of reputation. Encourage the hotel staff and reward for achieving their goals. Available tools ORM, which will help you set goals and track your team. To recognize their efforts and reward them.
9. Select and highlight the priorities to respond to reviews
Response to customer reviews certifying interest to what consumers are saying about you. Moreover, it is an opportunity to show other clients as well, that you care about the customer reviews. In addition, it gives you the opportunity to change the wrong idea about your hotel and reassure potential guests that you are interested in adopting measures to ensure an unpleasant experience for the guests at your hotel.
However, you will not be able to respond to all comments, so prioritize and select reviews that require an apology, explanation or expression of gratitude. However, be sure to update concerned about any action the guest that you have taken to solve the problems they face. In addition, in very bad situations, provide guests with an incentive or discount on the next order.
10. Choose the right reputation management online tool
Social media and reputation management online – in real-time. With plenty of activities in the digital space is almost impossible to keep up with the pace manually. To make sure you do not miss anything, use the advanced ORM tool to give you a complete picture and collection of guest reviews from more than 120 reviews. Modern reputation management tool to help automate this process and make it react to kreyk path.
Incorporate these simple steps in the daily processes and the culture of your hotel, and you will witness the raising guest satisfaction and increasing direct orders; ensuring long-term success for your hotel.