Addressing the issue: Make a note of the most common complaints and take measures to resolve them, fast. Whether it’s an issue with your catering staff, noise complaints in certain areas of the hotel, or poor maid service, make sure you’re taking action, rather than allowing the complaints to grow and dominate your online presence.
Addressing the issue: As with the complaints, make a note of the most common problems and address them, fast. You should also publicly respond to the people leaving bad reviews, thanking them for their feedback magnanimously and showing that you care about improving experiences for guests.
Trouble Attracting Talent
Addressing the issue: Consider bringing in a new member of staff to fix your reputation! As your reputation as a good employer improves, you’ll be able to bring in more talent, which in turn will result in better experiences for guests. It’s a cycle that requires a little time to gain momentum, but it’s important that you strive to make your hotel a great place to work.
• Reputation management is not a one-off activity, or even something you can do on a monthly basis. You should be proactively seeking to manage your reputation in real-time, rather than leaving bad reviews and online complaints without a response.
• Don’t use templates for responses – try to personalize every communication you have with customers, especially if they’re angry!
• If a customer has had a truly bad experience, make it up to them with a discount, a free gift or some other kind of peace offering. Don’t get into the habit of handing these out after every minor complaint, but be aware that a small gift like this can go a long way!
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