The perfect mantra for a successful online reputation management of a hotel

It is a well-known fact that selling to an old customer is much cheaper than acquiring a new one. Increasingly, hotels have recognized this fact and are now focusing more on increasing customer satisfaction and brand loyalty in order to retain existing customers. In the world of online reviews, potential guests can easily rate and appreciate the quality of services offered by a particular hotel, and hence it is imperative for hotels to perform exceptionally well at all times. Also, don’t give the guest a chance to be dissatisfied with their stay at your hotel. Good reviews ultimately lead to attracting new customers with the credibility and brand image built in the process.

Don’t give false expectations – Don’t put your guests’ hopes on things you can’t deliver. Just as hotels should stop glamorizing their budget hotels as luxury hotels. This practice does more harm than gain over time. Instead of glorifying, hotels should excel and promote what they are capable of delivering. They should delight the customer with every service they provide so that their guests spread positive word of mouth about the hotel on all review sites and remain loyal to them.

A simple tip can be to remain an underdog and offer more services than you expected.

Hotel staff is the heart of any hotel and must remain motivated at all times. Only they are the touchpoint to the guest. Therefore, it is necessary that they are trained to deal with awkward situations at any time, even if the customer is angry or making unnecessary demands. Staff should be aware of the hotel’s policies and offerings so that they don’t have to turn to the manager for every small guest request and find a solution immediately.

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

Hotels should be able to recognize returning guests and regular visitors and make them feel special throughout their stay. Repeat visits explicitly imply that you are doing something right, which those guests will appreciate. The hotel should ensure that the service quality graph only gets higher. Repeat guests are like brand ambassadors for your hotel, spreading positive word of mouth both offline and online.

A small tip can be to note all loyal guests by name and, if possible, also by face and to give them a warm welcome every time they visit your hotel.

Hotels can nail customer satisfaction by continually learning about guest expectations from their stay experiences. The medium can be as simple as a short feedback form at checkout or an email survey. From the input of the guests, whether they praise or criticize your hotel, the hotel learns more about the preferences of its guests. Therefore, the quality of the services they can provide is better.

For this reason, guests should be encouraged to post and share reviews, write testimonials, give feedback and suggestions on review sites and even brand sites. Because this will help hoteliers to meet customer expectations to a greater extent.

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 with the latest offers and discounts.

After guests have checked out, hotels should take the initiative to keep in touch with their guests, asking them about their stay and also asking them what else they would like to add to the hotel’s existing services, etc. Involving previous ones For customers, this increases the likelihood that they will come back.

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The hotel can keep in touch with previous customers via SMS and emails, informing them of new facilities, menus, new festivals and exclusive offers, etc. However, that doesn’t mean they bombard emails every next day, which can instead irritate them and force them to unsubscribe. In addition, hoteliers should also ensure that the offers are reasonable and have no irrelevant terms and conditions and are easy to avail.

The hotel business can be very rewarding and profitable when run with empathy and dedication. Hotels should be able to easily adapt to changing customer demands and continually improve their services and offerings. Proper staff training can play a key role in ensuring a promising guest experience. Integrating latest technologies in hotel industry such as revenue management software, online reputation management (ORM) tool combined with guest reviews collection can further help hotels to generate more revenue while maintaining shiny brand image.