Hotel Reputation Management – The Peter Jones Reputation Management System

We are all aware how important the online reputation is to each individual hotel, guest house, spa, restaurant, bed & breakfast, no matter where in the world they are located.

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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