Guest Reviews And Its Impact On The Hotel Industry

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Presentation Description

Guest Reviews and how it has impacted the hospitality and hotel industry. Most hotel managers see the key to their business is listening to their guests and obtaining feedbacks from platforms such as online review sites. However does it really make unhappy guests happier? Its all about trying to obtain feedback on site and act on them in real time before guests can leave a hotel unhappy....

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Presentation Transcript

Guest Reviews & The Hotel Industry: 

Guest Reviews & The Hotel Industry

The Common Practice: 

The Common Practice Questionaires Online Review Sites Face To Face Interaction Are They Really Effective ?? WHY ?

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Limitations Can Respond To Reviews But Not Change Them Guests Provides Negative Review Manager Apologizes Unhappy Guests Remain Unhappy. (Apology No Effect)

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Limitations Cont’d Reviews Are Never Received By Management Hotel Staff Receives Negative Review From Guest Hotel Staff Does Not Forward Review To Managers Managers Remains Clueless

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Clueless Management Not Hearing To All There is To Hear Managers Won’t Know Their Guest Well Enough. If Managers Don’t Know, How Can Improvements Be Made ??

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Other Limitations Inability To Act In Time Inability For 1 on 1 Interaction Between Guests and Managers Rating Sites Like TripAdvisor Links To OTA Sites Instead Of Individual Hotel’s Booking Sites. (Loss Of Revenue)

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Guest Review - A New Approach Example: The ECO Tool The Ability To Act In Time Responding To Guest Needs On Site Guests Leave The Hotel Happier

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Guest Review - A New Approach Example: The ECO Tool Skips The Middle-Man. Reviews/Feedbacks Goes Straight To Management Opens A 1 on 1 Communication Channel With Guests Talk Directly To Unhappy Guests

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Guest Review - A New Approach Example: The ECO Tool Guest Receive Rewards For Feedback. Example: Discount On Next Visit Encourages Direct Bookings With Hotel. Eliminates OTA Sites

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Personal Experience - The Final Outcome Overall Increase In Positive Guest Reviews. Management Knows Each Individual Guest Better Increase Revenue For Hotel Due To Increase In Direct Hotel Bookings

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