Hotel Reputation Management
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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.
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Bahia Principe Hotels & Resorts
HiJiffy has been the solution to be able to continue delivering unique experiences to our guests through these challenging times. We were able to automate repetitive tasks and help our in-house team to focus on what’s most important for us, our guests. Today HiJiffy is helping us to increase our bookings and exceed our guest’s satisfaction.
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Baobab Suites
At Baobab Suites we are committed to delivering an elevated guest experience from the booking stage to the guest departure and beyond. With HiJiffy’s assistance, we are able to retrieve valuable data and automate tasks allowing us to focus on providing personalized service to all our guests. By analyzing guests requests, patterns and trends we are able to have a better performance, and thanks to HiJiffy we have more control over this data.
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Finn Lough
Delivering instant responses to our guests while maintaining a personal and individual approach has been critical to step up our customer care. with HiJiffy’s personalizable chatbot we are able to get closer to our guests and to improve our overall hospitality service.
Michael Beare
Director
Bahia Principe Hotels & Resorts
Roberto Martin
Digital Guest Experience Manager
Baobab Suites
Eva Bascones
Sales Director
Finn Lough
Michael Beare
Director
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