Maintaining a strong online reputation is crucial in the hospitality industry. It helps you secure your market positioning and reassures potential customers that you are offering value for money. In fact, studies have shown that 81% of people frequently or always read reviews before booking a hotel, and 52% would never book a hotel that has zero reviews.

The reputation you build has a direct impact on the bottom line of your business.

Today, we are going to discuss why reputation is so important and how you can set and achieve effective online reputation management goals.

Why is online reputation so important for hotels?

Online reputation is critical for hotels because it directly impacts their ability to attract and retain customers. With the widespread availability of online reviews and social media platforms, guests have more opportunities than ever to share their experiences and opinions with others. This means that a hotel’s online reputation can quickly spread and influence the decisions of potential guests.

A positive online reputation can help a hotel increase its visibility, attract more bookings, and generate positive word-of-mouth marketing. A hotel with a strong online reputation can also leverage positive reviews to increase credibility and differentiate itself from competitors. In contrast, a negative reputation can result in decreased bookings, decreased revenue, and damage to a hotel’s brand.

Setting and achieving online reputation management goals 

As a result of all the above, it’s essential that hotels understand how to manage their online reputation effectively so that they can continuously enhance their total revenue streams. They also need to establish clear online reputation management goals to help them reach their objectives. This includes offering an exceptional guest experience, implementing a review management system, and regularly monitoring and responding to reviews. By doing so, a hotel can establish itself as a reliable and trustworthy destination and attract more guests over time.

Make sure you include the following online reputation management goals in your revenue management strategy.

Offer an exceptional guest experience

The best way to build a solid online reputation is by offering an exceptional guest experience. Satisfied guests can be a powerful marketing tool for your business. They leave you positive reviews and recommend your hotel to their friends and family. They are also far more likely to become loyal, returning customers who spend more money on your ancillary services. 

So, what’s the key to offering an exceptional guest experience?

The best way to keep your guests happy is by offering them a personalised and memorable experience that meets or exceeds their expectations. In fact, personalisation and hyper-personalisation are the future of the customer experience.

Here are a few tips to help you with this:

• Understand your guests: Take the time to understand the needs, preferences, and expectations of each guest, and tailor your interactions and services accordingly.
• Pay attention to the small details: Anticipate the needs of your guests and pay attention to the small details that can make a big difference, such as personalised welcome messages or room amenities.
• Provide value: Offer high-quality services and amenities that provide clear value to guests, such as complimentary breakfasts, free Wi-Fi, or access to a fitness centre or pool.
• Create a memorable experience: Go above and beyond to create a memorable experience for guests, such as offering a surprise gift or arranging a special activity or local excursion. 

Implement a review management system

Another key online reputation management goal is implementing a review management system so that you can regularly monitor and respond to online guest feedback. You can also use a review management system to send post-stay surveys and incentivise guests to write online reviews for your hotel. This can help you build a strong online presence and attract potential guests.

So, what is a review management system, exactly?

Put simply, it is a software platform that helps hotels monitor, track, and respond to online reviews and feedback from guests. It provides hotels with a centralised platform to manage and analyse their online reputation across multiple review sites and social media platforms, such as TripAdvisor, Google, Yelp, and Facebook.

For example, reputation management software such as the one included in BEONx’s platform can be a great solution to automate the process and keep track of all your online mentions without having to manually check each site every day. You also get access to tools for sharing guest experience surveys to collect additional feedback. That way, you can quickly and easily track guest feedback and respond to reviews in a timely and effective manner.

Pay attention to feedback and implement corrective measures

Finally, make sure you pay attention to the feedback you collect through your online review management system and address any issues that reviewers might raise. This not only helps you continuously improve your reputation, but it also shows the public that you value their feedback, and you are committed to offering the highest level of guest satisfaction. 

What can you learn from your guest reviews? What do guests like and dislike about your hotel? How can you enhance your guest experience? Are there any other online reputation management goals that might help you expand your online presence? All this is valuable feedback that can help you build a strong online reputation and increase the profitability of your hotel.