Description

This is part of my research series with Sojern on guest experience today. Download our special report here: Unlocking Revenue - How Hoteliers Build Profitable Guest Relationships

In this episode, I share my thoughts on the importance of online reviews in the hospitality industry and how they can be leveraged to improve guest experience and internal operations. Listen now to learn about:

• The Evolution of Guest Feedback - How online reviews have transformed the way hotels receive and act on guest feedback.
• The Power of Listening - Why listening to guest feedback is crucial for building strong guest relationships.
• The Impact of TripAdvisor - The role TripAdvisor played in changing the landscape of guest feedback and hotel reputation management.
• Research on Guest Feedback - My research showing that 92% of hoteliers use online reviews to track guest satisfaction, more than any other medium.
• Opportunities with Online Reviews - How online reviews can reveal strengths, weaknesses, and opportunities for both individual hotels and brands.
• Case Study Highlight - A clip from Christian de Boer discussing the importance of online reviews in maintaining high standards and consistently impressing guests.

More resources:

• Why Guest Relationships Are The Key to Unlocking Revenue Today - Josiah Mackenzie
• Opportunities in Building Guest Relationships Today - Baskar Manivannan, Sojern
• Does TripAdvisor Still Matter for Hotels in 2024? (Reputation Management Masterclass) - Christian de Boer, Jaya House Hotels
• Guest Satisfaction Research And Insights - Neil James, Shiji ReviewPro
• How Adele Gutman, TripAdvisor’s top-rated hotelier, improved retention and earned great reviews by engaging her team (HotelOperations.com)
• How Coast Hotels Designed and Launched its Guest Feedback Management Program (HotelOperations.com)

A few more resources:

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If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands