by Maria Ploumidou, buffet systems advisor at Buffetize.
Earning a good reputation is certainly not something that can be done in one day. It needs effort, time, patience and persistence. Reviews are of high importance as based on this, travelers make their decision on whether they will stay at your hotel or not. They definitely visit websites such as Tripadvisor before they conclude on the details of their hotel stay. Technology has progressed so much that social media presence is directly related with the reputation of a hotel. This means that hotel managers should invest more and try to explore the world of social media and e-marketing in order to attract a great audience that will be satisfied and turn into repeat visitors. Let’s start though with five very basic rules…
Create, update and monitor your social media profiles
The number one factor that has a major impact on your reputation is your online presence and profile. The more friendly, positive, human, quick and accurate it is, the better it will be for your property. A successful online presence is a combination of good reviews and a nicely designed pages, with high resolution images that demonstrate the beauty of your hotel. You should constantly keep an eye on your page, not only to thank people for the good reviews but also to check if any negative comments are posted. You should be quick; clients are not patient, especially when they have complaints. You should show your customers that you care and that you seriously value their comments, trying to correct any mistakes and improve your service in the future. Show engagement and don’t be in a rush to move on to the next comment. Keep a close eye on each review and post, and be responsive immediately
Improve Your Social Media Power With Customer Testimonials
One efficient way to build a brand name and grow trust in your brand is through customer reviews and testimonials. A good testimonial or review is the best way to prove how your service is better than the competition and bring new customers to you. So if your hotel receives positive feedback and reviews don’t keep these a secret! Share it on Facebook, Instagram, Twitter or whichever social media platform you chose to focus on.
Get in touch with Customers For Reviews
Since customer reviews and testimonials are so powerful, why don’t you encourage your guests to leave reviews? Train your team on how to approach and talk to the clients. Explain to them that, given the fact that they are satisfied, their opinion is important to you and that it counts. A small discount or a free upgrade on their next visit to the hotel will be enough to make them seriously think about it. After all, they share their experience and they receive some benefits! Apart from the review, these small benefits will make your clients feel more connected with the company, be part of your “team” and trust you more. Empower your desk manager or concierge to request reviews politely, especially when they have a close connection with the customers and know they have enjoyed their stay. Apart from your staff asking for reviews in person, you can also use technology and email guests asking for reviews and ratings. Focus on collecting positive reviews and you will see your business grow… today travellers trust the variety of information found from other users rather than the information found on the official website of a hotel.
Reach Out To Social Influencers
You can easily bring more attention to your hotel with the help of the social media influencers. It is easy and very effective! A Social Media Influencer has already established credibility and a large audience. So when a social media influencer gives your hotel a positive review, their audience will hear about their good experience which results in increased visits. Reach out to influencers and invite them to a cocktail party, to use your services or to visit your hotel. The cost is very small compared to their power, the audience they have and the positive impact it will have for your hotel.
Communicate and talk like a real person
People nowadays don’t like to be treated by an automated system, they like to get attention and feel a human presence. The robot system where you type your question and a “ready made” reply appears is too cold and drives customers away. Encourage human interaction, talk to your clients, and be human and honest. These are qualities that are always appreciated and will help you get repeat customers.