10 Secrets to Improving Hotel Reviews from International Guests

It is important to maintain a good reputation in the cutthroat hotel industry of this day so as to attract and retain foreigners. Since tourists are becoming quite finicky and largely depend on internet reviews and referrals by word of mouth, the image of a hotel can make or break its business. It is important to note that hotels are trying to bring an enhanced attractiveness to foreign tourists by offering personalized, culturally sensitive experiences to accompany the basic service delivery. Knowing the different needs of the global visitors and making use of modern tools and technologies can assist hotels in developing great experiences that lead to high ratings, repeat business, and brand loyalty. These ten tips will make you enhance the reputation of your hotel among the foreigners.

What does hotel reputation management entail?

Hotel reputation management, as a process, is about maintaining a watch on your online presence and optimizing the perceptions of your would-be guests of your brands, properties, and services, largely by what you communicate via your web platforms. It involves reviewing social media engagement and activity and reporting towards bringing out effective information, which can lead to improved operations.

Know the reasons why it is very important?

Controlling the internet image of your hotel is a key to increasing the booking and profits. With a good internet reputation, more visitors are attracted and it leads to repeat business and recommendations. Although competitors may be slightly cheaper, it is often the case that guests are willing to spend more in a hotel with an excellent reputation, and consequently favorable reviews can lead to an increase in average daily rate and revenue per available room.

Furthermore, the hotels with a high level of internet presence could exploit opportunities in cross-selling and upselling. Good experiences will make guests purchase other services such as spa treatments, restaurant bookings, or tours.

The 10 best hotel reputation management practices

Automate workflows

The initial action is to identify what processes and tasks are the most probable to be automated. As an example, one can use automated templates to manage visitor communications and receive feedback.

Turn on Google Alerts

To feel more comfortable regarding the Internet discussion, you can setup Google Alerts on your hotel. You may set up notifications on your own brand, as well as on your competitors. Google Alerts is also another great tool to get link-building opportunities and get your name on the internet.

Consolidate reviews

Aggregate your reviews across the various review sites such that you can conveniently manage all reviews under one roof. More appropriate to apply modern AI technologies to provide answers to your guest reviews on the spot. Responding to reviews in real-time and in a professional manner ensures that customers are listened to and gives potential visitors the assurance that you are trying to improve the operations.

Have a in place crisis management strategy

When it turns out that a bigger threat may occur which needs a crisis communication strategy, cooperation with a PR team is quite suggested as well. Although everybody might hope that such a situation will not occur, it is always good to be safe than sorry when it comes to repairing your brand image once less than favorable news or social media uproar strikes.

Make sure that you are consistent throughout your portfolio

Be consistent with your brand in case you have more than one property. Technology and standard operating processes are necessary to ensure that the visitors get the same measure of service, regardless of the place of their stay. Poor image in one place may influence the corresponding property.

Invest in public relations

A reputation cannot be managed only by reviews. Also, it presupposes the creation and preservation of a positive hotel brand image and story that highlights your unique attributes. Exhibit your features and benefits to a mainstream group of prospective visitors with the help of a hotel and lodging-oriented PR firm using awards, speaking appearances, and media coverage.

Communicate with guests in real-time

Walk over to your guests and engage with them before they have gone through your premises. Utilize guest interaction applications to stay in contact with them in real-time and update them on their welfare.

Establish guest profiles

Build comprehensive visitor profiles with comments and preferences in order that you can utilize it in future promotional efforts or visitation. Have a pair of earplugs charged near the bedside, and the next time you have to relocate a guest due to a noise complaint, be sure that they are in a place where they will make as little noise as possible.

Take advantage of advanced reporting and analytics

With advanced analytics, hotels can identify common sources of pain through providing a sentiment analysis of online reviews and comments about the hotel. Evaluate such indicators as ranking and reviewing sites, ratings and review response rates. Qualitative feedback can also be looked at to draw meaningful insights. By analysing visitors data, you can make comparisons with other hotels or hotels globally and find proactive methods to adjust your products to meet the demands or taste of your patrons.

Make substantial post-stay surveys to guests

Sending out post-stay surveys is something you would need to immediately do. Use technology to develop powerful surveys that can truly help you with how visitors view the experience. The more the visitor is required to answer these inquiries, the more they should be offered a discount code or other elements to redeem on amenities as a token of gratitude in their response.

The bottom line

It is all in the way people see your hotel. The larger the number of people who will see and speak about your resort, the higher will be the number of rooms you can fill at higher prices. Consistency in quality, cultural awareness, and excellent service do enable to have a better reputation of your hotel, especially to foreign guests. Good reputation not only attracts more visitors, but also leads to repeat business and good will. A consistency of communicating with the visitors at all times during their visit and giving them the opportunity to discuss their experience is the key to the effective reputation management strategy.