How Guest Satisfaction Drives Positive Online Brand Reputation

By Megan Wenzl Associate Editor, ReviewTrackers | April 01, 2018

As a hotel professional, you work to satisfy guests to the fullest possible extent. You make an effort to provide an experience that is seamless, personalized, and even one that pleasantly surprises guests.

You strive to build relationships and increase the amount of guests who are loyal to your brand -- loyal guests who have been to your hotel before, who look forward to coming back. You work on strategies to keep reminding a guest of his or her experiences with your brand in a way that triggers a positive feeling. Because for you, as a hotel professional, this business is about more than providing a service. It's about making real connections and creating positive experiences that stay with the guest after they walk out the door.

One way to be in the guest's life beyond their stay is to be where the guest is online. From social media to online reviews, you want to make sure guests are talking about you in a positive way and that information about your brand can be easily found online.

A positive online brand reputation attracts new customers. It also helps builds a loyal customer base. The customers who talk about you online present an opportunity for you to build relationships with customers. The extent to which customers are satisfied with both the in-person and digital hotel experience will affect your online reputation. Hotels have to create and maintain a positive online brand reputation to succeed in today's customer-centric world.

But guests will only talk about you in a positive way if guests are satisfied with their entire journey with your hotel - from check in to cleaning service to exceptional service - every part of your operation has to satisfy the customer at the very least.

Why Do You Need a Positive Online Brand Reputation? 

Choose a Social Network!

The social network you are looking for is not available.


Hotel Newswire Headlines Feed  

Tony Heung
Dean Minett
Gio Palatucci
Sridhar Laveti
Scott Watson
Robert M. O'Halloran
Sherri Merbach
Brandon Billings
Stephanie Hilger
Gaurav Varma
Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.