reviewpro use guest feedback and online reputation ... - aahoa

ReviewPro

Use Guest Feedback and Online Reputation to Drive

Rate Growth

Prepared by and republished with the express permission of Josiah Mackenzie, ReviewPro

Our Presenter

Josiah Mackenzie

VP of Business Development

ReviewPro

Disclaimer

AAHOA does not provide legal or business advice or representation toany individual persons or members. AAHOA goes to great lengths toensure the information it provides is accurate and useful, but stronglyrecommends all persons and AAHOA members obtain professionaladvice and/or legal representation which is appropriate totheir particular situations. Further, AAHOA does not endorse anycompanies nor any of the products or services they offer.

Today’s Agenda

1. Why proactively managing guest experience is crucial

2. Basics of reputation management

3. From measuring to improving guest satisfaction

4. The future of guest satisfaction improvement

1. Proactively managing guest experience

• Reviews affect travel shopping today

• Guest satisfaction and revenue are linked

Reviews and travel shopping today

• Travelers today check an average of 38 websites before booking a trip (Expedia)

• 93% of travelers worldwide say online reviews affect their booking decisions (TripAdvisor)

• Hotels that respond to more than 50% of online reviews increase occupancy growth twice as fast as hotels that ignore reivews (TripAdvisor)

Online reputation = Revenue

• Cornell University conducted a study in partnership with ReviewPro and STR

• They found that a 1-point increase in a hotels’ Global Review IndexTM equaled up to:

• 0.89% lift in ADR

• 0.54% lift in occupancy

• 1.42% lift in RevPAR

• Results confirm the clear impact of online reputation on all offline and online distribution channels

2. Basics of reputation management

• Overview of feedback sites

• Tracking feedback

• Responding to reviews

Types of feedback sites

Tracking feedback

Responding to reviews

• Thank the reviewer for the feedback.

• Respond to any positive comments.

• Apologize for any legitimate negative experience.

• Explain the steps you'll take to prevent it from happening again.

• Allow the guest to contact you offline if follow‐up discussion is needed.

3. From measuring to improving

• Basics of reputation measurement

• Competitive benchmarking

• Identifying areas for improvement

• Involving your team

• Role-specific reporting

• Encouraging new reviews

Basics of reputation measurement

Competitive Benchmarking

Identifying areas for improvement

Involving your team

Revenue

Sales & MarketingOperations

Front desk

GMHousekeeping

Role-specific reporting

Encouraging new reviews

4. The future of guest satisfaction improvement

• Integration

• Mobile-enabled staff

• Links to revenue strategy

Integration of sources

Online Reputation Other Channels

Mobile-enabled staff

Link to revenue strategy

Questions?

Josiah Mackenzie

VP of Business Development

ReviewPro

Josiah@reviewpro.com

(415) 671-9629

ReviewPro.com/resources

Rachel Humphrey

VP Franchise Relations

AAHOA

rachel@aahoa.com

(404) 419-8985