“Building and maintaining a strong Guest relationship is an ongoing process- but an easier and more rewarding one than you might expect”

With the increase in OTA bookings, and marketplaces like Airbnb, the hospitality industry is filled with several options for consumers to choose from. Moreover, with websites like Tripadvisor, consumers now have the choice to express their experiences on the web.

It has become inevitable to utilize the guest experience and generate business in new and repeat forms.

It is also important to have a system in place which can measure the customer sentiments across all online channels. With the right system in place, hotels can use the power of analytics and get meaningful insights, which then can help develop better relationship with guests.

Online reputation management is a process with which a hotel can increase its business with a greater magnitude.

There are 3 major steps in following online reputation management of your hotel

1. Measure

According to research, almost 70% of travelers do online research prior to booking a trip. They check for rooms, the quality of service through reviews on websites, cleanliness, check images of the hotel and read what people have to say about the destination in the past. Happy customers are the pool of new customers because they can give you referrals and post positive reviews on sites like tripadvisor.

2. Listen and Act

These days reviews just do not come through a feedback form at the time of check out. It starts as soon as a customer does a check in, they post on social media while they check in, also some of them post on travel blogs about their experiences.

3. Engage

Do not ignore reviews, especially the negative ones. Always empathize and thank the customer for posting his views on the matter, then start by providing an explanation (if any) to the provided negative review. Take steps to fix the concern and report it to your seniors and help the customer understand the solution provided.

Never let a customer go unhappy, always try and provide an resolution, try and seek for more information, if possible, offer rewards or freebie to make sure that the customer is happy and would love to try to stay at your hotel once again.

All this and many more in Online Reputation Management can be achieved only if you have an integrated system in place which can let you listen to your guests and social networks.

mycloud PMS is integrated with mycloud social listening tools. It will surely help you to improve the online reputation of your hotel. Try 30 day free trial for mycloudPMS.

About The Author

Deepak Chauhan

Deepak Chauhan is responsible for marketing and positioning of “mycloud” platform and is a veteran in the hotel software industry with over 25 years’ experience giving him a strong understanding of the product requirements in the industry. He has very rare mix of working in operations of various hotels and chains for over 10 years and then co-founding a software product and service company, servicing 5 star hotels and chains for 14 years.

Deepak has led the development and marketing of cloud based hospitality systems to meet the specific, business objectives of small and mid-size properties across the globe and has worked closely with a diverse group of hoteliers and hotel technology vendors.