Page 2 - Guest Relations Reputation Management

Guest Relations

What is It?

• The area of guest relations is ensuring a positive experience from

beginning to end even in light of guest issues that may arise
during their stay. By training and coaching your hotel team how to

provide an exceptional guest experience and how to handle issues

when they arise can lend to better reviews, survey results and
even profitability.

Guest relations can be revealed by a variety of modes such as: a

corporate guest relations department, hotel directly, via online
reviews and even by means of an internal system such as

Medallia.

Why is it Important?

• As noted above, it is important to review all of the

aforementioned modes (i.e. online reviews, Medallia) daily so
compliments can be celebrated and complaints can be addressed

in a timely fashion as the quicker the solution is achieved the
more likely a guest will return and recommend your hotel to

others, thus aiding in your small business’s profitability.

Another importance facet to guest relations is empowering your
team members which can be achieved by giving them the tools,

resources and training to solve guest issues should they arise

during their stay as a proactive approach in ensuring a positive