As Hoteliers, we have always based importance on what our clients think of your quality of service and experience. From the paper questionnaire that was reviewed by the general manager on a weekly basis at the heads of department meeting to connecting your reviews to providers such as Reviewpro to ensure you are monitoring the great feedback from your guests both online & offline. This has always been a major part of any hotel management strategy. It is imperative for any General Manager to be make sure that they the hotel is receiving great reviews which in turn will provide new clients with the confidence to book with you. Some GM´s even have bonuses linked to level of guest satisfaction.
This is all great, but why don´t hotels actively market the great reviews they receive?
A relatively new concept, but also a very powerful one. Hotels should actively look for clients that can become their salespeople. Are there better advocates for your brand that happy satisfied customers?
Online reputation has become the most significant single factor affecting the number of reservations that you receive from search engine traffic. In the UK, over 90% of that traffic originates from Google search, and over half of that traffic comes from mobile devices. 2014 was the year that Google declared that when its users search for a hotel or resort, it is going to suggest the best rated according to its user reviews.
So how can Hotels and Resorts get ahead of the curve? Reputation Marketing works by helping you build a stellar online reputation, then creating engaging content from reviews and posting to a range social media and websites. Now that Google is becoming like Tripadvisor to hotels & resorts, you will attract clients who were originally checking out your competition. So by getting your reviews out there, your clients when searching you on the media of there choice, will encounter what your guests are saying about your hotel. By ensuring that you are getting the reviews into Google+ page, you are also maximizing your visibility in searches which as I said before is key if you want to be first in google hotel location searches.
Hotelient can provide your hotel with the tools and the know how to get you up and running to starting receiving and promoting the great client comments. We can make it easy for your clients to promote the great review they have given you. We can also help you in promoting these reviews across all channels whilst filtering out the negative ones, so what your prospective customers see is not just a great looking hotel but also great reviews that they are viewing on the channel of their choice.
Building your brand through reputation marketing, now thats clever!
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