Reviews play critical role in defining value

As many guests are first-time visitors to a given hotel, reviews help them preview and visualize their on-property experience, sources said.

GLOBAL REPORT—Paul Wood, VP of revenue management at Greenwood Hospitality, sat back and thought about how his company would best handle monitoring and responding to user-generated content, such as online reviews.

The owner-operator, which has a mix of ownership and operating responsibilities at 11 hotels in the U.S., decided the best idea would be to create a new position to handle the reputation at each of the hotels.

“At first, I thought, ‘How can I afford having someone to take care of our social media?’” Wood said. “The fact of the matter is I had to change my perception. And instead I said, ‘How can I not afford to do this?’”

So Greenwood created the position of Portfolio Reputation Manager and tasked the new hire with taking care of the social media responsibilities across the entire portfolio. Read more

Published in: Hotel News Now

By: Jason Q. Freed

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About RezNext

RezNext is the world’s only true Real-Time Distribution Management Solution provider. It empowers hotels to adopt a distribution strategy that simplifies the complex global distribution environment and makes it understandable and manageable. It is integrated with revenue management, operating intelligence and powered with reputation management insights. RezNext’s portfolio of offerings include Rate & Channel Manager, Revenue Management, Online Reputation Management, Website Designing and Web Booking Engine, Mobile solutions, Central Reservation System, Business Intelligence, Property Management System (PMS) two-way connect, GDS and OTA Interface and Loyalty & Feedback Management. Our growing range of solutions can be access by hospitality properties across market segment and size, such as independent hotels, chain hotels, business hotels, resorts, clubs, service and limited service apartments, spas, restaurants and others.
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