How to manage your hotel’s online reputation?
In this digital era, where customer decisions are highly influenced by online reviews, you need to be serious about your brand’s online reputation.
Online reputation can be a source of income for your hotel if it is well-handled. But, if the reviews are not favorable and proper responses haven’t made, it can harm your hotel business.
That’s why it is crucial to have a clear strategy in place to manage your hotel's online reputation.
How to do this?
Provide better services
The success of a hotel is in providing the best guest services and making guests feel happy. Today, guest interactions with a brand begin over the internet, which means you need to start providing your guest services right from the pre-booking process.
Understand your guests’ needs and expectations with frequent interactions and provide the right services on-time. Guest interaction is very important as it helps you understand whether your services satisfy them or need some improvements.
Ask guests to share their reviews on review sites. A satisfied customer will leave a good review, which will definitely boost your hotel sale.
List down your brand’s presence on the internet
Firstly, turn on google alerts for your brand name. Google alerts will send notifications to you whenever your brand is mentioned publicly in the digital world. It helps you monitor your brand reputation.
Also, turn on notification on the review sites like TripAdvisor, Yelp, OTA channels like Booking.com, Expedia, Priceline, and Social Media sites. As these sites have better rankings on the search engine, it is a must to ensure a sound reputation on these platforms.
Monitor and respond to the reviews swiftly
It is as much as important to respond to the negative reviews as you do for the positive ones. By responding to the negative reviews and making amends will increase your credibility. Most importantly, it shows that you are listening to your guests and putting efforts to make things better.
Employees are the backbone of any business. In the hospitality industry, their role is significant. Your staff mindset will have a big impact on your guests. An unfriendly environment will make your staff work worse. Encourage them. Appreciate or incentivize them if a guest praises or leaves good reviews for their services. It will create an energetic and positive atmosphere. Happy employees will ultimately make guests happy.