Why Online Reputation Management Should Be a Core Competency for Hotels
The online reputation management of a hotel should be one of the core areas of focus for its brand. Hotel owners and managers need to carefully monitor and plan for a hotel’s online reputation as it directly impacts sales figures.
How Hotels’ Online Reputation Impacts Revenue
Online hotel reviews can be extremely motivating but similarly worrying for hotel owners. In a social media powered world, anyone can share their opinion on products and services on public channels.
Potential customers will always go online to look for hotel reviews before booking. For professionals in the hospitality industry, guests leaving online hotel reviews and detailing their experiences can be a matter of concern as it affects their click-through rates (CTR) and hotel revenue.
A hotel’s online reputation is valuable resource for travellers as they can tap into the feedback of past guests. Travelers check review sites not only for the best deals, but to get a clear picture of your hotel.
Hotel reviews have a direct impact on the demand your hotel will be generating. A positive review from happy guests can influence future prospects interested in booking a room at your hotel. Conversely, negative reviews can swiftly turn visitors away from your hotel. Your hotel’s online reputation therefore holds tremendous value and must be a part of your marketing plan.
How to Manage Hotel Online Reputation
Pay attention to your guests. Providing an enhanced guest experience begins right from the time a customer books your hotel. Make sure their stay at your location is enjoyable and ensure hotel staff is able to quickly address any issue that might appear.
This will give you enough time to manage any queries or concerns raised by the guest at that moment. Monitor closely and write down guests’ preferences for future use and exceed expectations every time. When you can get a clear indication of your guests’ expectations, then you know how to exceed them.
A happy guest will ensure others know about your property by posting photos or videos that indicate the guest satisfaction levels. These consequently turn into feedback and reviews that speak volumes about your hotel.
Take the negative reviews in a positive light. Not every guest will be a happy one and eventually a negative situation might arise. It’s ok to be stressed a little, but you can turn the situation in your favour with a response that aims to address the issue. As you respond, there’ll be many other concerned travellers who will read and notice your approach. This shows your professional attitude that will help build trust and connect with your target group.