Hotel Reputation Management
Automated, contactless and personalised
HiJiffy’s Hotel Virtual Concierge is available 24/7 from the pre-stay stage until the guests departure. Engage with your upcoming visitors before their arrival, provide online check-in and check-out services and offer in-stay upselling opportunities to personalise your guests trip.
Innovative Hotel Reputation Management solution
Connect with guest anytime, anywhere
The AI-powered solution is designed to connect with guests at all points during their visit. Contact them via WhatsApp, SMS or email to make sure you are ahead of their needs.
Maximize your upselling opportunities
Hoteliers can use the direct contact opportunity to make the most out of previously recorded guest’s preferences to offer exclusive and personalised services.
Automate your check-in and check-out just at your guest’s fingertips
Customers are one click away from personalising their stay even before their arrival. At the same time, hotels can retrieve all this data directly in their PMS to improve customer experience.
Virtual Concierge Features
Front-Office AI Agent
An artificially intelligent virtual assistant that guides users through in-stay requests.
Digital Check-in
Offer pre-check-in forms to your upcoming guests and minimize the time at the reception.
Room Upgrades Campaigns
Communicate personalized room upgrade opportunities during the pre-arrival phase.
Upselling Campaings
Send automated messages to communicate personalized upselling campaigns.
Automated workflows
Automate workflows that are triggered throughout the guests stay.
Custom routing and escalations
Configure to whom would you like the request to be escalated or redirected when required.
Pre-programmed Guest Notifications
Create automatic notifications and digitalize repetitive administrative tasks.
Guest Satisfaction Surveys
Send guest satisfaction surveys directly to your guests phone and increase the participation rate to understand better your customer.
Guest Reviews Campaigns
Trigger recommendation campaigns to improve your brand reputation on platforms like TripAdvisor or Google.
Retention Campaigns
Create specific campaigns for past guests offering special deals and boost your hotels’ loyalty program.
Hotel Reputation Management : FAQ
What is hotel reputation management and why is it important?
Hotel reputation management is a term that covers all aspects of ensuring the establishment builds and maintains its reputation. This can include many facets, such as encouraging feedback, responding to comments and reviews, and ensuring any problems are fixed before they escalate into the public domain.
Reputation management for hotels is incredibly important nowadays, as so many people choose their accommodation online. They look at reviews, check ratings, and make choices accordingly. A hotel may have a high standard of services, but negative comments – even not well justified – can often cause guests to book elsewhere.
What are the most effective hotel reputation management strategies?
Prevention is always better than cure. By being proactive and collecting feedback yourself, you are giving guests the chance to air any grievances. This gives you the opportunity to put things right before the guest goes public and leaves a negative review or an upset social media post. Sending out surveys and encouraging feedback after a stay is a great tactic.
Of course, you cannot always spot issues as they arise, so it is vital to keep a close eye on all your social media accounts and respond quickly to any comments. Even a negative comment need not be too damaging to your reputation if the public is then seeing you responding quickly and doing all you can to address the problem and make sure the customer is satisfied with the solution.
You must not forget to respond to the positive comments as well. People like to know their comments have been seen, and it is polite to say thank you for a good review. You can then encourage the guest to return!
What kind of benefits can a hotel gain by actively working on reputation management?
By paying close attention to all areas of reputation management, you are gaining the opportunity to respond to your guests, and you may also pick up some valuable information. When you run a hotel, sometimes it can be difficult to see the place from a guest’s perspective. By reading reviews and comments, you will learn what your guests like, what they dislike, and you could find ways to improve. There may be negative comments regarding the condition of your gym equipment, or several guests might point out the bar was closed just at the time they wanted to get a drink. Two simple issues to solve, that will provide a better experience for everyone in the future.
What are the biggest challenges of hotel reputation management?
Reputation management in hotels is a constant task. It is time-consuming, and often its value is underestimated. Checking social media and responding to posts may not be a priority in a long line of tasks that a staff member has to deal with. Responses and replies have to be well-written, thoughtful, and any useful data must be extracted and reported. It can be a good idea to hire someone specifically to deal with hotel reputation management, as it is a unique skill. Simply posting out a templated ‘Thank you for your review’ message that is identical for every guest, while time-saving, can also look impersonal. Going the extra mile with the personal touch online will be valued by your guests.
