Session 1

What is hotel reputation management? 

Hotel reputation management is the practice of attempting to shape public perception of a person or organization by influencing online information about that entity. It means that keeping control of the image of the company, the online reputation in order to catch more people.

Why is it important to a hotel? 

It is important to have a good reputation because 93% of hotel guests are influenced by reviews, and the majority of them won’t book a hotel without reading reviews from previous guest. Reputation management campaigns may be conducted to increase the visibility of positive opinions or to decrease the visibility of negative opinions. It means that have a good reputation will increase the revenue of the hotel.

What services does the Reputation Management companies offer to a hotel? 

In reputation management, companies offer to a hotel to increase their bookings, by:
- Improving their website and optimizing the search engine
- Marketing a great reputation and enhance a positive brand position
- Gain visibility
- Using different marketing tools (Tops and Flops, A snapshot of the reputation on the web, a personnalized survey,)
- Giving customer a graphical representation of the repution on the web
- Showing travelers how they rank among all properties within the city with an easy to read percentage score - Giving a global review index, a general online reputation score for an individual hotel, group of hotels or chain based on data taken from all major online travel agencies and review sites. It can be calculated for a given point in time (day, week).
- Using a revenue optimizer, to maximize the revenue.