Resort Hotel Reviews
Hotel reviews are essential for driving bookings, reputation and online visibility within the hospitality market. How you aggressively manage these reviews can severely determine your success and provide insights into the customer experience that you could never hope to uncover elsewhere.
Establish an Ongoing Monitoring Program
Regularly checking all of your online profiles not only keeps you up to date on what customers are saying about your hotel, but helps keep others’ negative experiences at bay by quickly responding to potential issues. Keeping an ongoing monitoring program for hotel reviews—both positive and negative—demonstrates to customers that their feedback matters, and gives managers a chance to respond quickly in order to mitigate any potential damage caused by bad reviews.
Monitor All Social Platforms
Develop a strategy of watching, monitoring and responding across all social platforms including sites such as Twitter, Facebook, Instagram, YouTube and Reddit amongst others. By running analysis on key metrics like frequency of mentions, sentiment scores or engagement reports this will help inform marketing strategies as well as improving service operations. The data from these results enable hotels to directly address customer complaints or requests before they hit review sites like TripAdvisor or Expedia.
Listen To Encourage Customer Interactions
In addition to reacting promptly when someone leaves a bad review online is important but responding passionately when someone engages with the brand by making a comment shows just how much effort you are willing to put into response. It also opens up communication between guests showing your determination that everyone has a great experience while staying at your establishment. Keep in mind that customers don’t want canned responses - so show some personality!
Collaborate With Third-Party Content Providers
Many third-party content providers allow hotels access to monitor customer sentiments expressed outside their own channels including popular review sites such as TripAdvisor and Yelp. Gaining insights from third-party content providers enables constructive conversations with guests who have already taken their time to write about their personal experiences on public forums which can give hotels even greater transparency into user opinions about services offered.
Analyze Data Collected From Reviews & User Feedback
By collecting data points such as user sentiment scores or other trends across multiple components in relation large volumes of reviews it is possible reveals certain patterns that can easily guide further optimization initiatives within operations management or departmental functions such as HR, sales etc.. The analyses also lead towards improved inventory management systems coupled with accurate forecasting models optimizing both revenue and cost structures helping budgeting efforts within organization departments.
