get social with online reputation management
TRANSCRIPT
What is Online Reputation Management?
Online Reputation Management is the
process of
• Monitoring
• Managing
• Acting on feedback in online reviews
• Using reviews to drive higher awareness,
guest satisfaction and revenue
According to Trip advisor survey (2015)
• 57% users agree that seeing hotel
management responses to reviews
generally makes them more likely to
book the hotel.
Why hoteliers Need Online Reputation Management?
• Track what is being said about you on
various social media and review sites
• Offers you an opportunity to
repurpose positive reviews for
marketing
• Track your online social media activity
and response rate
What Does Online Reputation Management Software Do?
Tips to Leverage Online Reputation Management to Connect with Guests?
Listen to Your Potential Guests
• Pay close attention to comments,
reviews and look for patterns that
need attention
• Combine feedback from guest reviews
with feedback from internal guest
surveys to get a 360-degree view of
guest satisfaction
• Engaging guests is a continuous
process
• Engaging with your guests online
helps you come across as
constructive and builds loyalty
• Engage with your past guests and
turn them into brand ambassadors
Engage with Your Guests
Share Guest Feedback with Hotel Staff
• Share guest feedback with staff and
use it as a constructive learning tool
• Take action where necessary to fix
problems
• Engage in continuous monitoring to
prevent complaints from recurring
Ways to Respond to Negative Hotel Reviews A great way to wow your guests
The Positive Sandwich Formula
Thank the Guest
Highlight positive
comments
Address the negative
comments
Return to the positive aspects
Invite the guest to return
IDS Next Integrates TripAdvisor’s Review Collection Solution – Review Express, with Hotel ERP
Online Reputation Management Solution
• Hotels can invite guests to write
reviews about their stay
• Option to send out a Guest
Satisfaction Survey
• Review and Guest Satisfaction Survey
info can be stored in the guest profile
section of IDS Next Hotel ERP’s
• More about online reputation
management solutions>>
IDS Next Solution Offering
About IDS Next
IDS Next Business Solutions is a global leader in providing Hotel ERP and technology
solutions for the Hospitality and Leisure industries. We have earned the trust of over
4000 customers globally and have a strong presence in 40 plus countries across South
East Asia, Oceania, Indian sub-continent, Middle East and Africa.
IDS Next’s portfolio of capabilities include Hotel ERP, Mobility Solutions and a range of
next generation software products that address every segment of the hospitality
industry, including independent hotels, chain hotels, business hotels, resorts, clubs,
service apartments, limited service, and restaurants.
Learn more about us : http://www.idsnext.com/
