Digital Marketing

The perfect mantra for successful hotel online reputation management

It is a famous fact that selling to an old customer is much cheaper than getting a new customer. Increasingly, hotels have become aware of this fact and are now focusing more on increasing customer satisfaction and brand loyalty to retain existing customers. In the world of online reviews, prospective guests can easily assess and estimate the quality of services offered by a particular hotel, and therefore it is imperative that hotels perform extraordinarily well at all times. Also, don’t let the guest be dissatisfied with their experience staying at your hotel. Good reviews ultimately lead to attracting new customers with credibility and brand image built in the process.

Don’t give wrong expectations – Don’t pin guests’ hopes on things you can’t deliver. Just like hotels, they should stop glorifying their budget hotels as luxury hotels. This practice does more harm than good in the long run. Instead of over-glorifying, hotels should stand out and advertise what they are capable of offering. They must delight the customer with every service they provide so that their guests spread positive comments about the hotel on all review websites and remain loyal.

An easy piece of advice may be to remain an underdog and offer more services than expected.

Hotel staff are the heart of any hotel and need to be motivated at all times. Only they are the point of contact with the guests. Therefore, they need to be trained to handle unpleasant situations at all times, even when the customer is angry or makes unnecessary demands. The staff should be well versed in the hotel’s policies and offer so that they do not have to contact the manager for every small request from the guests and provide a solution immediately.

Staff must be empathetic and have a problem-solving approach to customer complaints.

Hotels must be able to recognize repeat guests and repeat visitors and make them feel special throughout their stay. Repeat visits explicitly imply that you are doing something right that these guests appreciate. The hotel must ensure that the service quality graph only goes up. Returning guests are like brand ambassadors for your hotel spreading positive word of mouth both offline and online.

A quick tip might be to remember all loyal guests by name and, if possible, their faces as well, and give them a warm welcome every time they visit your hotel.

Hotels can achieve customer satisfaction by continually learning about guest expectations from their stay experiences. The medium can be as simple as a short paid feedback form or an email survey. From the information that guests provide, whether they praise or complain about your hotel, the more the hotel will learn about the preferences of its guests. Therefore, the better the quality of services they can provide.

This is why guests should be encouraged to post and share reviews, write testimonials, give comments and suggestions on review websites and even on the brand website. Since this will help hoteliers to better meet customer expectations.

Revenue Managers and other hotel staff should also ask their guests to follow the brand on social media so they can stay up to date on the latest deals and discounts.

Once guests have checked out, hotels should take the initiative to keep in touch with their guests, asking about their stay and also about what else they would like to add to existing hotel services, etc. Involving previous customers increases the chances that they will visit us again.

The hotel can keep in touch with previous clients through SMS and emails informing them about new facilities, food menu, new festivals and exclusive offers, etc. However, that does not at all mean that they are bombarded with emails every day that can irritate them and force them to unsubscribe. In addition, hoteliers must also ensure that offers are reasonable, do not have irrelevant terms and conditions, and are easy to take advantage of.

The hotel business can be very rewarding and profitable if handled with empathy and effort. Hotels must be able to easily adapt to changing customer demand and continually improve their services and offerings. Proper staff training can play a key role in ensuring a promising guest experience. Incorporating the latest technology in the hospitality industry, such as revenue management software, online reputation management (ORM) tool, along with a collection of guest reviews, can further help hotels earn more. revenue and maintain a glowing brand image at the same time.

Leave a Reply

Your email address will not be published. Required fields are marked *