Before the internet and reviews sites such as Trip Advisor in particular, guests who had a bad experience would generally tell their friends and family and that’s as far as the “bad word” went. Now guests who have anything less than a perfect experience go online to “voice” their opinion – potential guests base their decision on these online reviews. So what are you as a Hotel doing to manage your online reputation?

A great reputation management system starts by setting client expectations with honest marketing, both on and offline. For example if your hotel as a small car park, make sure you make that known in your marketing and that’s one “stream” of complaints stopped. If breakfast is served from 7am – 10am then include this information on your website so your guests are aware before they book, they may be expecting breakfast to be served from 6am.

Client expectations need to be continually managed in the same way as your online reputation needs to be, further aspects of a great reputation management system include:

• Proactively collecting feedback from clients
• Proactively distributing feedback online
• Systems to filter as much negative feedback back to the hotel – aiming to stop it being seen online
• Using positive feedback to push negative feedback of the first page of Google and review websites
• The aim to increase the reputation scoring of the hotel across multiple websites, increase bookings, revenues and profits

The reputation system crafted by the Reputation Management Experts at Peter Jones IMC includes all of the above features & benefits of a great reputation management system. The system is designed to intercept and filter negative feedback directly to the management, while encouraging positive review posting from guests to online review websites where your hotel most needs them.

To find out exactly how our Hotel Reputation Management system works and how it can increase your bookings, revenues and profits call us today on 0203 372 4863.

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As an accommodation provider your online reputation can literally make or break your business, with the huge surge in social media usage and increased mobile internet access & search (which will exceed desktop search by the end of 2013, according to Google) more and more people have access to online reviews.

Are you making an effort to encourage positive reviews, minimise negative reviews and to be proactive when it comes to the “image” of your hotel online?

Trip Advisor recently carried out a survey of over 2000 users of its website and found the following:

•    90% of travellers check review sites before making a booking
•    25 – 40% of your website visitors will leave your website to research your establishment before making a booking
•    81% of guests consider reviews important when choosing a hotel to stay in
•    49% wont book a property unless it has reviews online
•    71% of hotel guests say its important to them that they see management responses to online reviews
•    68% of travellers would select a hotel with management responses to online reviews over a comparable property with no management responses
•    79% of travellers say a management response to a bad review reassures them
•    78% of travellers say a management response to a good review makes them think highly of the hotel

This survey clearly indicates that any hotel, bed & breakfast or guest house that is not dong the following will be loosing bookings, the question is how many bookings can you afford to lose?

•    Encouraging positive reviews online
•    Using positive reviews on your website and marketing material
•    Responding to both negative and positive feedback online on both review and booking agent websites

Google announced at the Eyefortravel Conference in 2011 that the average travel purchase involves over 50 unique search queries and 2.5 hours of research time, this requires another angle to come from when it comes to managing your reputation online. The front page of Google at a minimum and the results on the front page need to be clear of negative reviews to present the image of your hotel in the best possible “light”.

Our unique online reputation creation, management & monitoring systems for hotels, guest houses and bed & breakfasts tackle all of these issues on a daily basis on your behalf at a lower cost than you would expect.

If you would like to:

•    Increase your bookings
•    Reduce the number of lost bookings to negative online reviews
•    Encourage positive reviews online
•    Increase your online visibility
•    Increase direct website bookings
•    Reduce booking agent fees

Contact us directly on 0203 372 4863 and speak to us about how we can help you to increase your online reputation, visibility and ultimately increase your bottom line.

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Facebook along with other social media platforms such as Twitter, Youtube and Linkedin not only allow you as a local business to connect with more of your target audience, but also allow you to engage with those future customers.

Facebook is the most popular of all the social media platforms with over 800 million users worldwide so no matter where you are located, a percentage of your future customers are most definitely active Facebook users.

The main advantage of Social Media marketing for local businesses over search engine optimisation is the ability to continually engage with current clients, your prospects and previous clients. Being able to engage and educate prospects and clients through this media is simply the most cost effective method of nurturing prospects into clients and maximising the life time value of each individual client to your business.

As a local business it is vital that you continually raise brand awareness throughout your local area, so that when your future customers need your products or services you are the business in their mind. Facebook provides an opportunity to do that “naturally” through viral marketing and by running paid marketing campaigns on Facebook.

Paid Facebook marketing campaigns give you the opportunity to target advertising not only to a certain geographical area, but also by age, interests and a whole range of demographics  - making Facebook arguably the most powerful marketing platform ever available.

Does Social Media replace search (Google)?

No is the short answer, for the reason that when your future customers are actively looking for your products / services in your local area they use search engines such as Google. Facebook and other social media platforms allow you the opportunity to raise brand awareness for your business in your local area but it does not replace the need to be found on the search engines.

Facebook is part of the online marketing eco system, the main benefit of using Facebook as part of your marketing strategy is the opportunity to increase the lifetime value of each client by staying engaged with them on a regular basis.

Local Facebook Marketing Services is just one of the services provided by Peter Jones Internet Marketing Consultants, Contact us on 0203 372 4863 if you would like to generate more business online.

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I’m pleased to launch my company where my personal mission is to:

• Help as many business owners around the world as possible grow their businesses using digital marketing (our world is now a digital world, in case you hadn’t noticed)
• Consistently learn from and network with the best business coaches and internet marketers in the world
• Train as many other people as possible to do build real – solid businesses

I started in marketing on a part time basis a little under 4 years ago, that was primarily with affiliate marketing online.

3 years ago still on a part time basis i realised my skills in online marketing were extremely valuable to real businesses, in real situations who are spending thousands in marketing that simply does not deliver results!

In the last year i have taken my business & knowledge to the next level by networking with industry leaders and implementing strategies into clients businesses – delivering massive results in terms of increased revenues and profits – isnt that why we start a business? right.

This blog will be full of tips on business, marketing and internet marketing with at least one new blog post per week that will provide you with real value.

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