Improve your online reputation
This train has left the station. If your hotel has missed its stop, then it's time to gather your team together and figure out a way to implement a strategy to get on board and manage your online reputation. Josiah Mackenzie of ReviewPro offered the following advice on the basic steps for managing your online reputation:
Start by listening. Choose a tool that gives you the greatest depth and breadth of data collection. Review websites that might seem small or regionally focused could play a significant role in the business you generate in certain niches and demographics.
Use a benchmark measure of online guest satisfaction, set goals and measure progress towards these goals. Holding each manager accountable is crucial for progress.
Generate "department specific" reports from social media and review analytics that provide each manager with the insight they need to make decisions and take action. It's especially interesting to see review analytics used for revenue and operations management-and these areas are where some of the most important innovations in social business are happening.
"Operations management is reputation management, and reputation management is revenue management," Mackenzie told me.
