Hotel Reputation Improvement Strategies Training Ppt

Slide 1

This slide covers the meaning of hospitality. Since, the reception of guests is fundamental in hospitality, the hotels need to keep up with the latest trends, use the most up-to-date technology, and deliver fabulous customer service.

Slide 2

This slide highlights the strategy to optimize a hotel’s website for better hotel reputation management. Optimizing your website for search engines benefits the hotel's reputation. A high ranking indicates that the website is more likely to be found.

Instructor’s Notes:

A few SEO parameters to keep in mind for hotel reputation management are:

• Relevance: Make sure the content posted on the site is useful and relevant for making bookings at the hotel. This can be made sure with the help of keyword research, creating blog posts or informative articles, having up to date content, etc
• Authority: Quality content attracts likes and shares from social media influencers that take the hotel's search engine marketing results to new heights. Creating content that goes viral generates referral links, manual outreach, and guest posting
• Discoverability: A hotel's website should have a user-friendly architecture to ensure visitors get what they want. For this, please focus on:
• Site speed: The website should be able to load quickly across types of mobile devices, or else visitors are likely to desert it
• Server Errors: Server errors include 404 and 500 errors, which might annoy visitors resulting in poor hotel image
• File naming: Correct and proper naming of photos, with the the name of the hotel included is a must

Slide 3

This slide contains information about the method of giving personalized responses to guests for hotel reputation management. It creates an impression that the hotel is actively taking part in responding to the guests; whereas copy-paste responses create a negative image.

Slide 4

This slide showcases how the practice of responding timely to guests helps in maintaining the hotel’s reputation. Consistency is crucial when it comes to responding to guests. Untimely responses to negative reviews leads to missing out on improvement opportunities. It also causes a pile up of negative reviews resulting in a poor online brand image.

Slide 5

This slide contains information about digital marketing for hotel reputation management. Hotel digital marketing via Facebook, Twitter, and Instagram, in addition to Google and other search engines, maintains the hotel's presence online.

Instructor’s Notes:

A digital marketing strategy must include:

• Content Marketing: It is concerned with creating relevant and interesting content to build a hotel’s credibility among guests
• Email Marketing: Email marketing is the core of the digital strategy. Optimizing a hotel’s social media profiles, website, and mobile presence are some ways to enhance it
• Digital Advertising: Digital advertising across online channels help amplify awareness about the hotel among guests and increases customer loyalty

Slide 6

This slide contains information about hotel competitor benchmarking as a strategy for hotel reputation management. As part of the concept, a hotel must compare itself to its competitors on facilities and service quality to understand one's strong points and areas of improvement.

Slide 7

This slide highlights the importance of showcasing reviews page on hotel’s website for better reputation management. Good testimonials, user-generated pictures, videos, or even interviews with guests can be highlighted on the website itself. This proves fruitful for building a good hotel reputation.

Slide 8

This slide highlights how automatic feedback surveys help monitor a hotel’s reputation management. By sending a customer feedback survey, guests will be inclined to share their experiences and give reviews and any unsatisfactory experience can be addressed in a proactive manner.

Slide 9

This slide highlights that analyzing hotel’s performance over time helps in hotel reputation management. In order to be effective, the hotel needs to track the response rate by guests, its ratings on websites that facilitate bookings (eg, Bookings.com, Hotels.com, etc.), check for common complaints or praises from guests, and its position in online rankings every month.