4 Ways Hotel Management Software Can Help With Hotel Online Reputation Management
by Mycloud Hospitality Software Development
It's highly likely that customers who stay at your hotel or other lodging facilities will post reviews of it online for everyone to see. Because of this, managing your hotel's online reputation is crucial for boosting sales and revenues. It all comes down to how you engage with past guests and how you gain the confidence of potential ones.
Hoteliers can monitor, respond to, and improve how their property is perceived online using certain strategies and tools such as cloud based hotel management software. The use of reputation management software or brand monitoring tools, as well as tracking review sites such as Google Reviews, Tripadvisor, OTAs, and social media, responding to the online reviews, and striving to get more guests to review the hotel are some of the ways you can improve your hotel's online reputation.
In this article, we will analyze many critical aspects of guest reviews, hotel online reputation management, and how good hotel management software can help you with your hotel's online reputation management
Guest experience is the primary goal.
Your hotel's business model depends on providing excellent guest service. Offering an excellent guest experience has become more important due to increased competition. In other words, how you come across your guests matters a lot. Spending money on improving the customer experience can ensure improved both cross-selling and up-selling, better business insights, brand recognition and authority, happy guests coming back, and of course, higher revenue.
Let’s start with what is hotel's online reputation management.
Modern travelers don't hesitate to post both positive and negative reviews on various online review sites. They tend to post more unfavorable reviews than favorable ones because don't like feeling like they are being duped. In order to warn others, it thus implores them to leave negative reviews about your property. That said, it's not always the case. If you treat them well, they will also leave positive reviews right away. They even have no problem recommending a hotel to friends who are looking for lodging. Online ratings and reputation for your hotel rise when guests leave positive reviews, while negative reviews have the exact opposite effect. Eighty-one percent of travelers always or frequently read reviews before making a hotel reservation, according to a TripAdvisor survey on online reputation and rating. When deciding between two otherwise identical hotels, 79% are more likely to book the one with a higher rating. 52% concur that they would never reserve a room at a hotel without reviews.
The key is that you must take every possible step to boost customer satisfaction. How they rate your property, services, and other crucial elements will reveal how satisfied they are with their experience. Your online reputation and rating increase as you receive more positive approvals.
Managing hotel’s online reputation with Hotel Management Software
It is undoubtedly a difficult task to manually manage guest reviews and online reputation across hundreds of websites. There are two main components to this exercise:
- locating and analyzing reviews of you left by guests
- Taking appropriate actions to enhance your online rating and reputation.
The best cloud-based hotel PMS comes integrated with an online reputation management solution and can help you in your effort toward hotel online reputation management and customer retention. This is why choosing the right hospitality technology solutions is crucial.
- Keep an eye on what’s being said about your property
Today, there are hundreds of OTAs, hotel review websites, and social media platforms where guests can write and post reviews. There is no way to monitor every single platform to see who is saying what about your property. However, the integration with hotel management software can simplify things for you because it compiles all brand mentions into a single dashboard for your quick review.
- Automate the guest feedback collection process
It is better to drum up customer reviews by asking them about your services. However, you cannot manually do it here either. Your hotel management software can mail them the feedback form after a certain amount of time has passed since checkout when the process is automated. With hotel management software, hoteliers can personalize their emails while asking for feedback. The fact that the hotel management software updates guest reviews on your hotel's TripAdvisor page and Hotel PMS front desk is its best feature. The quality, quantity, and recentness of guest reviews are taken into account, which has a significant positive impact on your TripAdvisor ratings.
- Simplify your work with templates
Create a bank of responses for both positive and negative reviews to prevent letting your response strategy be influenced by your emotions. Though it might appear a little disingenuous to see a bunch of boilerplate review responses, don't just copy and paste your responses. Instead, be creative and let these templates guide your responses.
To give the review responder more freedom and control, you could also develop a matrix of authorized messaging using your hotel management software. Good hotel review responses should generally:
Provide a resolution to the issue at hand, Express gratitude for the visitor's comments, Make the visitors feel welcome to return for additional stays, and use polite and business-like language and are completed promptly.
- Respond to reviews regularly
There is a commercial value associated with customer reviews and your hotel's online reputation that you cannot ignore. A 1% increase in your hotel's global review index can increase RevPAR by up to 1.42%. Because of this, it is absolutely essential to respond to every review, both positive and negative, with the utmost decorum and professionalism. In fact, dealing with unfavorable ones requires a little extra caution. Thank them for bringing it to your attention and assure them that the problem has been fixed. By doing this, you establish your brand as one that values its guests.
It's critical to incorporate these strategies into a long-term hotel reputation management strategy as part of your overall business strategy given that your hotel's pricing power and OTA ranking depend on guest reviews.
Using hotel management software, you can create a successful hotel reputation management strategy if you start putting these easy-to-use but powerful strategies into practice.
mycloud is a cloud hotel software developed by Prologic First, an independent, private company with over a decade and a half’s experience in delivering end-to-end hotel software technology solutions to the hospitality industry across the UK, Asia, Africa and the Middle East. Our mission is to help our clients increase their profits and guest satisfaction by providing a smart and integrated yet simple-to-use hospitality solution as a service to hotels (independent/chains)/resorts/motels and more. Schedule a free demo and also get 30days premium trial to know about the all features.
Created on Nov 14th 2022 09:18. Viewed 178 times.