Managing A Hotel’s Reputation In The Social Media

By | October 23, 2013

Whether we talk about a hotel, a restaurant, or a pub, it is highly important for a property’s chain manager to keep track of the property’s reputation on different channels. Guests can leave comments on multiple review sites and social media pages and keeping track for all these sites can prove problematic. To address this issue, web applications that can handle all the sites are developed, so you can review every guest comment from the most popular channels within a single page, without visiting those channels one by one. Data for each property (hotel) is collected from Booking.com, TripAdvisor, Facebook, Twitter, Google Plus and many other channels through a single application, so the manager of the property chain can monitor them all within a single site. The best thing is that the manager can create notifications to alert her if notable changes occurred, such as a sudden drop/rise of the average rating or an increase/decrease of the number of bad comments.

The best solution is to split everything in two parts, one for viewing and generating reports based on reviews, the other for management, used to create events and posts, The manager can create reports based on the data, filter them for good and bad reviews and send statistics to the hotel staff. The solution also includes a part that allows the manager to manage all the channels from which reviews are collected. This makes possible easy updates of the Facebook or Twitter status through a single click for the chosen properties, creating events and campaigns for the chosen guests, and sending private messages to those guests via email, sms and social media pages.

In the “Internet” era more and more activities happens online, including the property reviewing process. It thus becomes really important for hotel managers to keep up with the technology and rely on the best solutions to improve the reputation of their property. A bad reputation leads to loss of guests, so using an effective solution to monitor these reviews in real time and act swiftly upon them can greatly improve the health of the business. The reputation management solution will provide hoteliers access to up to date comments of people who visited their properties and enable the online management of the comments.

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