Having a great reputation is crucial for any hotel, and a lot of the time, it can make or break the entire business. Why is that? If a hotel doesn’t have a good reputation, chances are that people will start picking their competitors. And that’s where hotel online reputation management is vital. You want to track your hotel’s reputation, address concerns, and ensure that customers are happy.
Because, as we said, anything bad will taint your hotel’s reputation and lead to major issues down the line. Most of the time, travelers will choose a hotel that has a higher review score when compared to one that has a lower review or bad reviews.
What is online reputation management in the hospitality industry?
Online reputation management is a practice designed to help you monitor your hotel’s online presence and how the brand is perceived by its customers. It allows you to track reviews, testimonials and other ways guests use to express their sentiment towards your hotel. With hotel reputation management software, it becomes easier to identify bad reviews and address them and also reply to great reviews.
Why is online reputation management important?
Hotels need to maintain a very good image online, because that will have a direct impact on bookings and revenue. Bad reviews can easily push customers away. That’s because online reviews have a very large influence on how people perceive your brand. If reviews are not great, that will push them away, and it certainly won’t inspire any trust in your services and offerings.
Making sure that your hotel has a great reputation is crucial, and that is why you want to further improve the reputation by listening to your clients. Ask for feedback, reply to concerns, address those issues, and focus on innovation. That’s the best approach when it comes to hotel reputation management. And remember, you shouldn’t leave any concerns unaddressed, because that shows a lack of professionalism in front of your clients.
What is reputation management software?
The role of hotel reputation management software is to help you identify online reviews pertaining to your brand. It can find any brand mentions, making it easier to address bad reviews and maintain your reputation!
And as you find issues, you need to try and solve them as quickly as possible. What you’ll like about hotel reputation management software is that it can help cover multiple channels at once. You don’t have to try and find brand mentions or reviews manually. It does that automatically, and you’re notified when new reviews are coming in.
How should hotels manage online reviews?
If you want to manage your hotel’s online reputation, a very good idea is to use hotel reputation management software. Even a professional reply to bad reviews can change the way people see you as a business. That’s why using hotel online reputation management tools is extremely important. Track and identify where you have online reviews and then show professionalism by solving issues that arise!
You should also consider these ideas:
· Once you receive any reviews, read and reply to them, and try to offer proactive customer support.
· Additionally, you need to review feedback to identify any trends.
· It also helps if you drop formalities and address customers genuinely.
· Admit your mistakes, if you made any, and do your best to help customers have a positive experience!
How can hotels manage their digital reputation?
If you’re a hotel owner, a very good idea is to always focus on hotel reputation management tools. Using those can make it easier to identify any of the feedback pertaining to your business. However, there are a few other ideas to consider as well:
· Ask customers to leave online reviews and guide them to the most popular platforms where you have a proper presence.
· Implement guest feedback surveys so you can acquire customer feedback more easily. That way, you can address any of their concerns and improve their experience. Otherwise, unaddressed feedback can lead to bad reviews on various third-party websites, be it on Google, travel aggregators and social media.
· Enhance your hotel’s website and integrate feedback-focused plugins. That way, customers get asked about their stay and what can be improved. Using systems that send automated, feedback-focused emails can also help.
· Test various hotel reputation management software and see which one delivers the best possible value.
· Train your team and ensure that you foster a positive workplace culture. Teaching your team how to use hotel reputation management tools can also help.
What platforms should you monitor with your hotel reputation management software?
Depending on your location, you might have access to different platforms, as some of them can be local. However, there are plenty of international platforms where hotel customers can leave a review. Some of the most popular platforms include:
· Travel aggregators usually allow customers to leave reviews. Sites like TripAdvisor, Booking.com, Kayak.com and any other similar websites will always allow clients to leave a review highlighting their experience. The same thing is valid when it comes to AirBnB.
· Social media is another example. Social sites like Facebook allow customers to leave a review highlighting their experience with your hotel. However, customers can also create a video review, in which case using Google Alerts to figure out whenever someone mentions your hotel is a very good idea.
· Don’t forget about search engines. If you have a Google Business page, customers can leave reviews there as well. Checking those reviews and addressing concerns is extremely important.
· Reviewing websites like Yelp can also be very helpful. They provide a good insight into how customers perceive your hotel. There’s plenty of feedback you can use to enhance your hotel’s offerings.
Conclusion
There’s no denying that hotel online reputation management is extremely important. It can either make or break your business, and that’s why it’s something you want to focus on as much as possible. Using hotel reputation management software can give you much-needed insight into figuring out what issues arose and how you can solve any concerns or problems. Rest assured that once you assess and monitor your online reputation, it will become much easier to create a name for yourself and become one of the top hotels in your area!
Mayela Lozano is a content strategist with a passion for hospitality and technology. She collaborates with InnQuest on content creation, highlighting how technology can streamline hotel operations and enhance guest satisfaction. When she’s not creating content, Mayela loves to travel and spend time with her two little ones, discovering new adventures and making memories along the way.
