A hotel is no longer just about service. Today, when guests go on a holiday, or eat out at a restaurant, they like to express their opinion; about the service they receive, the food they had, how the staff treated them, or comment on the ambiance.
When guests from your hotel comment on Facebook, Twitter, Google+ or post a review on their blog or a travel site, they expect a reply. When you communicate and engage with your guest, you appear friendly, engaging, concerned, and this enhances your brand loyalty. Talking on social media, helps you turn your guests in your hotels brand ambassadors.
How Online Reputation Management Solution Helps You
This process of developing and maintaining an online presence is called online reputation management. The boom in internet and internet enabled hand-held devices has changed the approach travelers adopt when they plan a holiday. Additionally, a significant number of hotel guests share their hotel experience over the internet and a whopping 81 percent of holiday goers depend on reviews and ratings from other guests to help them make up their mind.
Online reputation management is a tool which helps your hotel to find and understand what is being said about you on various social media platforms and then guide those contents to your benefit. By monitoring both good and bad reviews posted by guests, often termed as Users Generated Content, hotel properties can understand their strengths and weaknesses and by responding to them in a positive and constructive manner they can even drive growth while ensuring guest satisfaction. In simple words, you should deal with mentions about you on the internet in a way so that travelers find you while planning their trips.
Why is it important to respond to online mentions of your hotel
Well, for the answer, take a look at the following statistics-
· 71 percent of guests appreciate it if they get a response from the hotel on their reviews. It certainly makes them believe that you are proactive and take reviews by them seriously.
· 79 percent of guests get reassured about the facilities at your properties if you even respond positively to the bad reviews posted by them. They get a sense that you would try to improve yourself which definitely creates a brand value for your hotel.
· 78 percent of guests will talk good things about you and even chances are that they might visit you again if you respond positively to their good reviews.
· 60 percent of guests believe that, an aggressive response to a bad review makes the hotel look worse.
If you had a doubt about the tremendous value of online reputation management, the above statistics make a strong case on why your hotel should adopt a tool. It helps you in monitoring what guests are talking about you online real-time and even lets you compare your performance with your competitors. You can save time and improve performance. Online reputation has a direct impact on your sales figure and brand value.
How RezNext can help you on this:
RezNext’s user-friendly online reputation management solution let you know what is being said about you, both bad and good. It helps you respond immediately to such mentions and assists you to come across as a responsive hotel that highly values its guests. With our solution, you can gather actionable insights and intelligence by managing your online conversations.
For more about our online reputation management tool email us at email@example.com