In our most recent Bring It On webcast held on October 7, host Kristi White spoke with Adele Gutman Milne, Founder and Guest Experience Evangelist at Aspire Reputation Marketing to discuss marketing in the recovery economy. Adele shared her expertise and insight into how hoteliers can provide the compassionate customer service guests are looking for today. And at the same time, hotels will achieve top online reviews that increase web traffic and drive rate. Below are the key takeaways for every hotelier.
Top 3 Tips for Hoteliers Looking to Increase Brand Reputation and Stay Ahead of Customer Feedback
- Great Reviews Drive Demand and Grow Rate – Learn more about why it is better to have a top rating on TripAdvisor than a billboard in Time Square and how earned media, such as great online reviews has much more value. Focusing on the guest experience can earn your hotel a great reputation and drive demand. By imagining what you want the guest experience to be and sharing that vision with your staff, you create an environment that places your team side-by-side with your guests so you can inspire hope in the face of fear.
- Do’s and Don’ts of TripAdvisor Review Responses – Adele and Kristi discuss tactical ways to manage online reviews including addressing negative comments offline, communicating how you have corrected the issue, as well as the importance of having an internal plan of action for communicating your response. Key tip: Try to find something you and your staff can learn in every negative review and share the great ones internally!
- Showing Your Commitment to Cleanliness – The discussion also looks at some best practices to establish your guests’ comfort level by taking their emotional temperature from day one. Make your commitment to cleanliness a “show” and ensure all employees from the back-end staff to the front-end greeters understand the importance of working together as a unified team. Even more critical is inspiring your staff by posting positive reviews in the staff lounge, share insights/friction path and improvements with sister sites. Empowering your staff will go a long way to buy-in from every level.
Join the discussion and attend Kristi’s next webinar on Hotel Sales & Revenue Management: The New “Power Couple” on October 22. Click here to register today.
We look forward to seeing you then!
About Adele Gutman Milne
Adele is Founder and Guest Experience Evangelist at Aspire Reputation Marketing. She has over 30 years of experience in all areas of hospitality marketing and was voted one of the Top 25 Outstanding Minds in Hospitality Marketing by HSMAI. During this webcast, Adele provided details on her past experiences working with the Library Hotel Collection in New York, how she not only ensured 5-star reviews on TripAdvisor for her properties, but also how she secured the top four review positions for hotels within the group based on exceptional guest service and attention to reviews.