Hotel online reputation action plan

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Hotel online reputation action plan

  1. 1. HOTEL ONLINE REPUTATION ACTION PLAN Reputation management LAURE DUPONT LAURENT LOZANO CARPIO BENOIT POIRIER CECILIA FILIPPI MBA 2B
  2. 2. HOTEL LE MARCEL, PARIS
  3. 3. LE MARCEL HOTEL, PARISHOTEL ONLINE RESEARCHES
  4. 4. Google
  5. 5. Yahoo
  6. 6. Bing
  7. 7. Facebook
  8. 8. Booking.com
  9. 9. Tripadvisor
  10. 10. ACTION PLAN TO IMPROVE ONLINE REPUTATION I. OperationsPresence on social medias:  Youtube: Create a hotel page and upload one video per month (interview of the staff, management, clients, value of the hotel, facilities, surroundings, tourism opportunities…)  Facebook: Feed it with videos links (towards Youtube), pictures, comments, articles, status…  Twitter: Barely same as FacebookCommunity websites:  Booking and Tripadvisor: Respond to customers’ reviews, upload the latest pictures…  Create a blog
  11. 11. II. PR / Marketing Make trend setters speak about the hotel: invite them for a free night, breakfast Create a package for special events: Valentine’s day, new year, fashion week, Marcel Proust related events Offer a Marcel Proust pocket book for every booking Tweet good clients’ reviews (from booking, tripadvisor, facebook…) to improve online visibility and hotel reputation
  12. 12. III. Users Generating Content Every Monday and Tuesday night, the night auditor will check the report. He/she has to review the UGC via ReviewPro and Olery and incorporate those data in an Excel spreedsheet, in order , to cross RevPar and OccRate with ReviewPro and Olery ones. This will enable the hotelier to assess its online hotel reputation and performance evolutions afterwards.

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