Most Hotels Are Still Not Managing Their Online Reputation
Review sites and Social Media are making hotel management difficult and easy in many various ways. One way is that we are able to be more social with our guests and keep up to date with them in their everyday lives, however they too are being social with others about their lives, and experiences. Our guests now have numerous out lets on the internet to communicate on what they like or dislike about a product, service and yes even a hotel stay. Most hotels monitor Trip Advisor but there are nearly hundreds of different ways people can be talking about their stay with your property online. This is why monitoring what the buzz is online about your hotel is very important. Not so you can post fake reviews but so you can make the changes at your property to make things better for your guests.
Monitoring your online reputation can be assigned to a key staff member such as a Front Office Manager or Revenue Manager. Checking your online reputation can be effective by checking it 2 or 3 times a week, most properties depending on their volume and level of chatter online might want to consider to doing it every day.
Main Sites To Monitor Your Hotels Online Reputation
This is just a list of some of the major players. Not monitoring these sites to see what guests are saying, and responding accordingly can be very hurtful to your bottom line. Not only could you be missing out on crucial areas of improvement to your property you could be having bad will being spread to people who were going to stay with you, but after reading your reviews they will stay with your competitor.
85% of people before choosing their hotel go online to shop around for amenities, services, and rates. Out of that 85%, 70% look for online reviews or asks their friends for recommendations. Money is some what still tight and people want to make sure they are getting their bang for their buck.
Save Revenue By Monitoring And Acting To Online Buzz
Hotels can save a great amount of revenue by monitoring their online buzz that surrounds their hotels. Social Networking has something that has always been around for many years, but with Social Media people are able to do so with many more people at a faster rate.
The average Facebook user has 700-1400 friends connected to their news feed, so when one of your guests get on their Facebook feed because your guest service agent rolled their eyes at them, or they found a bed bug in one of your beds, you can be well assured that at least 20% of them will share it on their walls and vice verse. I think you get my point.
American Express has a great online reputation management tool, that is offered to most of their processors for free. Ask your credit card processor for AMEX about it.