Page 6 - Guest Relations Reputation Management

Everyone knows that the reputation of a business is crucial for its

survival. A good reputation management can easily help a

business to gain trust. Hence, positive reviews can lead potential
customers to trust the business even more. A

good reputation means that the business is more credible than

their competitors. (August 9, 2020 Business, Digital Marketing,
Marketing Edkent Media)

How Does It Impact Your Business?

• Brands with a favorable online reputation can also expect to see

higher profits. If people like and trust your brand, they are more
likely to purchase from you over less favorable options.

(ReputationX, Kent Campbell, May 6, 2020).

Reputation management can work for you by ensuring each guest

has a positive experience. One way is being proactive rather than

reactive in the guest experience. For example, having a
comprehensive preventative maintenance program will ensure

that the hotel is in good condition, thus reducing the likelihood of

a complaint, while enhancing the guest experience.
Another best practice is responding to all guest reviews. Using the

following paradigm can enhance a consumer’s overall impression

of the hotel: Respond promptly, thank your guests for their
feedback, address any specific complaints or compliments,

customize your reply and be polite and professional.