The one thing that a business
fully relies upon in order to thrive is their reputation. You need to keep your
clients close, happy and very pleased with each service in order for you to
keep them, and attract more.
In the hotel industry, this is far
more important. From the moment your guests start making inquiries, down to the
minute they leave, their experience needs to be absolutely amazing. The
slightest flaw can seriously damage your business, if highlighted and spread. Unfortunately,
as a business owner, you may not always know what comment a client leaves on
their social media platforms for instance. This is why you need a hotel
reputation management system.
Why You Need A Hotel Reputation Management System
A hotel reputation management
system is a software that is made to protect the image of your business in the
public eye. It does this by monitoring online reviews about your service or
product posted by users, filtering the positive from the negative, and alerting
you of the negative.
It comes in handy in a number of
- Helps analyze
your business’ image. With a quick look through all social media platforms
mentions of your brand, you are able to analyze and rate your business image.
With this knowledge, you can then find ways of improving your service thus
earning more clients.
negative reviews online as well as handle any crises as it rises. With a
current and consistent eye on online comments, you are able to ensure that
negative feedback does not get published by catching it early. It also helps
you keep up to date with crises enabling you to respond fast, handle the client
complaining, as well as correct whatever the issue may be.
- Improve brand
awareness. Having an everlasting online presence, you are capable of building
an online community that promotes your business, connects you to vendors and
potential clients. People rely more on references, so this will be an effective
way of spreading word about your business.
communication. Quick response to positive feedback is very encouraging, it is
how brand ambassadors are made. It also gives your guests confidence as they
can then ask about anything, get the response and decide fast about booking.
guests to give feedback fast and easy. Most offer automated feedback prompts
where all the guest has to do is click on the most likely answer for them.
- As a manager,
it enables you to assign different tasks to different users (staff) fast, and
monitor progress where needed. Most software offer an integrated system that
allows the manager to see different functions in one screen.
Types Of Hotel Reputation Management Software
With the above in consideration,
it is easy to see why hotel reputation management systems have become popular.
As such, there is now an array of software choices from which you can choose:
- Brand Manager: BookLogic’s
Brand Manager is a system designed to ensure that your hotel ranks high among
its peers. It comes in three different editions: Standard, Premium, and
Enterprise. The choice among these three editions will be dependent on the
number of properties you want to put under and connect through this software. Brand manager not only manages your online
presence, it also helps you grow your business by analyzing your rank among
- Customer Alliance:
Customer Alliance is a software designed specifically for hotels. It achieves
its function by collecting all reviews posted on any and every online platform
and embedding it into your business website. This then makes your website more
visible, thus increasing direct bookings. Priced at $99 per month, Customer
Alliance offers you quick response management, generation and monitoring of
reviews, monitoring of social media as well as an analysis of sentiments.
- Review Filter: This
software was specifically designed for businesses in the hospitality industry
as it works directly with the guest feedback, turning them into positive
reviews. Priced at $29 per month, Review Filter offers you generation and
monitoring of reviews, as well as management of responses.
- Djubo: Djubo is a
fairly new product, having been developed in 2014. It is a cloud-based
software, designed to assist small and big hotels. Being a cloud based
software, you are assured that none of the data stored here will ever really
get lost. Unlike a number of other software, Djubo offers you an auto-synch
channel manager that eases your offline and online distribution of info. This
eases your online marketing and in turn, increases your income. For a fee of
$25 per month, Djubo also offers you social media monitoring and management, as
well as sentiment analyses to help you gauge your hotel’s ranking.
- Brandwatch: Brandwatch
is designed for small, medium and large enterprises. It is a UK software that
provides you with insight on what is trending by analyzing social media
interactions. This enables you to go before the tide and keep up with what is
most trendy. It also gives you alerts about events that could be of use to your
- EBuzz Connect: eBuzz
Connect is also designed for hotels. It provides a combined interface that
enables you to monitor all social media reviews about your hotel, monitor any
relevant online buzz and communicate with interested guests.
if not all these software options offer you access to and management of social
media platforms. People connect and spread word of places to sleep at, eat at
and even visit through these social media platforms. In fact, Social media
marketing is one of the biggest strategies that most businesses are making use
of. This is due to the numbers these platforms reach in a minute per day. Come
up with social media marketing campaigns, couple them with these great hotel
reputation management systems and you are golden!