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Turn online feedback into a strategic benefit for your hotel.
Here’s how you can develop your hotels online reputation management skills.
A hotels online reputation is paramount, influencing potential guests long before they walk through your door. Managing your online presence can enhance your hotel’s image, attract more guests, and eliminate concerns that could have prevented bookings. In this episode, I will outline key ways to manage your hotel’s online reputation.
Look At Your Reviews On Different Platforms
The first step in your hotels online reputation management is to keep a close eye on reviews on platforms like TripAdvisor, Google, social media sites etc. Regular monitoring can provide insight into guest opinions and experiences, which will provide valuable insight into areas of excellence and those in need of improvement. . .Encouraging Positive Thinking
Encouraging satisfied guests to share their positive experiences online can boost your hotel’s reputation. This is simple. Check-in feedback, follow-up emails, or incentives such as discounts on future stays can encourage guests to leave positive reviews. . .Responding To Feedback Professionally
Respond to every review, both positive or negative deserves a response. Acknowledging positive feedback reinforces your commitment to guest satisfaction, while handling negative feedback professionally can reduce its impact. Offer solutions or compensation if appropriate. Always take a higher level, even in the face of unfair criticism. . .The Benefits Of Positive Feedback
Publishing positive reviews in your marketing materials, on your website and social media can boost your hotel’s appeal. Testimonials from satisfied guests act as powerful endorsements, engaging potential customers and building trust. . .Continuous Improvement Based On Feedback
Use the information gathered from online surveys as a road map for continuous improvement. Addressing frequent complaints and making tangible changes based on guest suggestions can turn potential negatives into positives, demonstrating your hotel’s commitment to excellence and customer satisfaction.
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Now, if these ideas make you hungry for more hotel hacks, I have a treat for you. Download our free PDF: “Unlocking Hospitality Success: 25 Must-Know Insights for Independent Hotel Owners”. It’s like the golden ticket but for hotel owners. So go on, snag it and elevate your game! You can find a link in the show notes.
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Have you ever changed your mind about a hotel based on reviews?
Share your experiences in the comments!
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In Conclusion
Managing your hotels online reputation is an ongoing process that requires focus, responsiveness, and a dynamic approach to feedback. By curating reviews, encouraging positive feedback, acting on responses to all feedback, using positive feedback in marketing, and continuously improving based on guest insights, your hotel can maintain and enhance its online reputation, attract more guests and increase satisfaction. . In the next episode, I’ll be talking about Hotel Digital Advertising⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT
Serious about taking your business to the next level? Sign up for the “Check-In to Success-Building and Running Your Hotel Business” course
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Grab your copy of the “Unlocking Hospitality Success: 25 Must-Know Insights for Independent Hotel Owners” PDF
https://keystonehpd.com/the-hotelier-helpcast-pdf/
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Hospitality Property School Group –Learn the benefits
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Join our groups
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Listen to The Hospitality Property School PODCAST here
Gerry MacPherson
Welcome, and thank you for joining us on this exciting journey. My initiation into the hospitality world was anything but conventional, marked by early experiences in a hotel where success seemed like a distant dream. However, those challenging times were invaluable, teaching me the essence of what it takes to succeed in this industry. Through years of travel and exploration, I've distilled these lessons into a comprehensive guide for you, the independent hotelier.
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