Page 5 - Guest Relations Reputation Management

Reputation Management

What is It?

• Reputation management is the practice of attempting to shape
public perception of a person or organization by influencing

information about that entity, primarily online. (Wikipedia)

There are numerous ways that can impact a hotel’s reputation

such as: guest experience, hotel cleanliness/condition, breakfast

and guestroom expectations to mention a few that can affect how
the hotel is perceived, thus impacting the overall reputation of

the hotel and its profitability.

There are various modes in which a hotel’s reputation can be
impacted typically via review websites such as: a hotel’s brand

page, TripAdvisor, Google, Yelp and OTA’s sites all of which can

effect a buyers selection potential based on the positivity or
negativity of the reviews submitted by the consumer.

Why is it Important?

• In a recent study, 81 percent of consumers indicated that

comments posted on review websites influence their booking
decisions. Social media and advances in technology have changed

the way that people book hotels. Guests share their experiences,

both good and bad, with potential guests around the world and
their voice can impact brand and hotel selection and most

importantly, your bottom line.