Online reputation has become a relevant reliability and credibility indicator for companies. Building a favorable reputation for a hotel is not easy, it requires a complex process and the hotel factory can take action in order to increase, maintain or rescue the reputation of your hotel, by performing a detailed analysis, diagnose and finally offer optimal solutions.
The global economy is evolving at a highly accelerated pace and what today is considered as a priority, tomorrow could no longer be relevant. Since the outbreak of the digital economy, technology has more influence when it comes to take financial decisions. The millennial generation has been taking over the market, having a much wider perspective than previous generations. Over the last decade, online reputation has become a relevant reliability and credibility indicator for companies and demands of the customer who are becoming more and more difficult to satisfy.
In the tourism industry, we find ourselves in a reality where the key of a company for survival is to be able to keep up with the evolution of the economy, by having the ease and ability to adapt to a continuous change and new trends. It is about creating a climate of favorable opinions that influences not only their opinions and actions but also the decisions-making process of future potential clients. Accordingly, customer satisfaction can be achieved and as a consequence, reaching an excellent level of prestige by the worth of mouth as online. However, building a favorable reputation for a hotel is not easy, it requires a complex process. In fact, in this matter is where the hotel factory can take action in order to increase, maintain or rescue the reputation of your hotel, by performing a detailed analysis, diagnose and finally offer optimal solutions.
Our team of experts with an extensive experience in the field of tourism, offers solutions to issues or deviations of online reputation, adapting and customizing the project to each hotel. Although always maintaining the same structure in order to achieve success in each of our projects.
Online reviews analysis. Generally, brands manage their reviews throughout platforms that we all know, such as the famous ReviewPro and TrustYou. In this first phase, the hotel factory conducts an in depth analysis to the smallest detail of the current situation of the hotel both in the platforms mentioned above and in all the review portals, such as Booking, TripAdvisor, Trivago, Expedia, etc., with the purpose of drawing conclusions about customer expectations.
Mystery guests. As mentioned earlier in the post ”Mystery guests, is an excellent to improve online reputation”, the importance of conducting a mystery guest inside a hotel is vital to identify possible deviations of the service provided within the hotel and thus be able to improve them in time, avoiding significant repercussions. Therefore, within this phase, mystery guests tool will be applied, subsequently making a report on all identified improvement practices.
Interviews. The next step is conducting interviews with the hotel/chain team, including staff members from all departments: management, housekeeping, receptionists, bellboy, spa, F&B, guest experience, etc., in order to obtain accurate and concrete information, and this way, make a complete diagnosis of the hotel with the maximum possible accuracy.
Once the first phase has been completed with an assessment, the hotel factory team considers that it is crucial to perform a benchmark to know in detail the compset, choosing the appropriate destination and suited to each project, hotels that have the same characteristics (category, target group, type of hotel, etc.) and prestigious brand hotels, in order to take note of the best practices. During the trip, key findings that generate a WOW effect will be selected, analyzing them and adapting them to the project and, consequently, to the hotel.
The final phase consists on deciding who, how and where each identified key finding will be implemented during the benchmark trip, that is, during the previous phase. the hotel factory will elaborate a report with all the detailed explanations for the correct implementation of each key finding.
This stage requires various meetings with the client to check that everything is being done according to the planning and to correct possible unforeseen issues.
In addition, the third phase requires much attention since the decisions that are made are those that are going to be put into practice by the establishment, and on them depends the fulfillment of the objectives which includes improving online reputation.
the hotel factory invites all of those hotels that wish to collaborate with our team of experts, to win the preferences of clients and in this way, obtain an excellent prestige and position in social media. Additionally, only consequences and positive results are identified as the result of a project to increase online reputation, since according to Cornell, once the measures are implemented, the hotel will see a prosperity in its ADR (average daily rate), RevPAR (income per available room) and GRI (Global Review Index). It is an essential investment for every establishment, since it results on a rapid recovery and allows the hotel to reach an excellent position in the market, both online and in the word of mouth, triggering the benefits.
