Positive Hotel Reviews How

1
Positive Hotel ReviewsHow WhyMairead Robinson
M.D. Hotel Reviews Ireland.

• Hospitality Expo
• 5th February 2008
• RDS Dublin

2
Significance of Reviews

• Best PR you can get
• Bad review can kill your brand
• No review negative impression

3
Review Phenomenon

• Review Sites are the route of choice for hotel
  guests main research tool
• Reviews are the new Google for hotel
  information
• Third-party endorsement or fellow traveller
  recommendation is key

4
Growth of on-line Reviews

• Trip Advisor and Igo-Ugo flourish
• 40 hotel bookings generated from internet. One
  third of all bookings influenced by internet (New
  York Times 22nd January 2008)
• Importance of e-marekting strategy and on-line
  presence

5
Potential

• Millions of people throughout the world have
  access to your review
• Updatable and relevant information content
• 24/7, 365 days and nights

6
Turbo Marketing Tool

• Opportunity to off-set negative reviews or blogs
• Learn from and build on all constructive
  criticism
• Use positive review copy in promotional brochures
  and material

7
So Get A Good One

• Customer Care is vital
• Core HR strategy should be to enable staff to
  deliver and achieve company goals
• Know your target market and customer expectation

8
Key Complaints(not rocket science!)

• Bad staff attitude rudeness
• Overcharging
• Dirty premises / faulty equipment / bad food
• (No excuse for the above)

9
Staff First

• Friendly, efficient and professional check in,
  food beverage service and housekeeping
• Issues dealt with swiftly
• Complete understanding of policies and
  procedures. Staff training

10
Dont Be Mean

• Give that bit extra, chocolate on bed, bottle of
  water, fresh flowers
• Dont charge extra for broadband or parking
• Build the extras into the price guests get no
  shock at check-out

11
No Excuses

• Diligence in housekeeping and maintenance.
  Teamwork between departments
• HACCP Plan in place and adhered to
• Quality Control in food beverage nothing
  cold, raw or delayed service

12
Issues To Be Faced

• Staff language skills and cultural differences
• Communication, problem solving and team cohesion
• Staff guest ratio efficient service

13
Product Marketing

• Exaggeration leads to customer disappointment
• Subtly, efficiency, quietly confident
• Note all criticism

14
Eyes Wide Open

• Promote and encourage customer feedback
• Use the positive and deal with the negative
• Always place your customer first. Valued and
  important

15
Positive Hotel ReviewsHow WhyMairead Robinson
M.D. Hotel Reviews Ireland.

• Hospitality Expo
• 5th February 2008
• RDS Dublin