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Transform Strategies to Help Improve Your

Your Reputation and Image to Help

Business Drive Business to Your Hotel

Has your hotel seen a rise in escalated responses? When you find yourself
without time to respond to surveys and reviews that require feedback,

train staff to assist you. Plus, you’ll be helping your employees with their
professional development.

Identify associates to assist you
• Look for people who like to learn and are tech savvy.
• Ask for volunteers; enthusiasm helps!
• Hold a writing contest with staff by giving everyone the same review to
respond to. Give prizes to participants.
• Pay attention to how your employees interact with guests. Look for people

with strong verbal skills who offer effective responses to guest complaints.

Coach your helper after giving them responsibility
• Train the helper on how to use Medallia and give them guidelines for ap-
propriate responses. Have them take the Medallia course on ChoiceU.com.
• If your helper is struggling with composing effective responses or strug-
gling to complete them in a timely manner, ask questions to help them
figure out a solution.
• What problem are you having?

• What obstacles are in your way?
• What are your options? What are the pros/cons of each?
• What’s your first step moving forward?
• Use engaged listening when you coach. That’s 80% listening and 20%
talking.

Make responding to reviews and surveys easier
• Everyone who checks Medallia should have the mobile app not just the
GM.
• Work with sister properties or non-competing properties to get new ideas
on how to respond.
• Check out reviews on ChoiceHotels.com and borrow ideas from properties
that offer strong responses.
• Use templates as a starting point. Edit them to address the guest’s specific
complaint. Failing to do so can make it look like you don’t care about your
guests.

• Respond to 3rd party reviews, as they can be damaging to your hotel’s
reputation. Many booking decisions are made based on 3rd party reviews.