Managing the online presence
use an alert system so feedback, especially negative reviews, receive immediate attention;
set clear policies and guidelines for management of online guest feedback;
indentify one person per hotel or hotel department as the main contact for all social media and online reputation issues;
share both best and worst social media practices with all hotels and key staff members.
provide regular training so all staff members are skilled in providing superior guest satisfaction.
Improving guest satisfaction
Presenting the right keys to improving guest satisfaction through social media and management of a hotel’s online reputation.
Optimize online presence. Of the three kinds of hotel websites—paid content on a pay-per-click basis; owned content, such as a brand website or Facebook page; and earned content, or user-generated material found on Yelp, TripAdvisor and other sites
Manage guest expectations.
Be true to your brand. strive to exceed expectations. Meet those expectations.
Track guest feedback.
Analyze guest feedback. Through online reputation management software and other techniques, operators should gather and review all forms of feedback the hotel receives.
Using feedback to guide decisions. Improvements in guest satisfaction come through continual advances in levels of service from a hotel’s staff. from staff recruitment and training, to sales and marketing messaging, to investments in new services and upgrades and more.
Respond to guest feedback.