How to Improve Hotel Online Reputation Management

1. Understand the importance of online reputation management.

Reputation management is the process of monitoring, managing and taking relevant actions on online evaluation, and using it to improve market awareness, customer satisfaction and income. With more and more tourists taking online comments as part of their travel planning and sharing, a positive online reputation is the key to the hotel's success.

2. Set reputation goals and strategies.

Set a vision and imagine what you want the guests to say after they leave the hotel. Analyze the rating and ranking of your hotel on major evaluation websites, and then decide where you want to reach (goal) and how to reach that position (strategy).

3. Full participation

Share your reputation vision, goals and strategies with your employees to ensure that they understand their role in the implementation process.

Step 4 get ready

The most important part of online reputation management takes place in hotels. Implement social media policies and guidelines to ensure that employees know their position and understand the risks of abusing customers. Train employees so that they can provide services that exceed customers' expectations and avoid hotel problems escalating into online complaints.

5. Optimize online status

Declare and update your information on major evaluation sources, such as Catway Eagle, Google Commerce, Yelp and online travel agencies. Add descriptions, images and contact information to ensure the accuracy and up-to-date content.

6. Set up monitoring tools

There are so many conversations and conversations on social media that it is almost impossible to keep up with them all. Set reminders on evaluation websites and social networks, so that when there are comments and mentions about your hotel, you will be notified to ensure that you will not miss anything. Designate a network gatekeeper in the hotel to supervise the evaluation and assign it to relevant personnel. Reputation management tools will help to automate this process, saving time and efficiency.

7. Analyze feedback

Pay close attention to the opinions in the evaluation, find out the modes and advantages that need attention, and regard them as the main difference factors with competitors in marketing communication. Combine the feedback from customer evaluation and internal customer survey to get a 360-degree understanding of customer satisfaction.

8. Take action

Share customer feedback with employees and use it as a constructive learning tool. Review policies and procedures, take necessary measures to solve problems, avoid the recurrence of complaints, and generate stable and positive comments.

9. Affirmation and reward

Regularly update employees on the progress of achieving reputation goals. Encourage and reward employees and managers who achieve their goals, affirm their positive feedback and celebrate their success.

10, reply to comments

Responding to comments shows that you are listening to and caring about customers' feedback, which is an excellent opportunity to change customers' cognition and enhance the trust of potential customers. Rank the evaluations in the order of apology, clarification or thanks. Thank the guests. If something goes wrong, apologize to them and tell them how you will follow up.

By integrating these steps into the daily operation and culture of the hotel, customer satisfaction will be improved, you will get better evaluation and attract more tourists, thus helping to ensure the long-term success of the hotel.