Analyse of a hotel's website: how to improve its reputation?
How Four Seasons Hotel in Paris could improve their communication…. Diana Doucoure & Miriam Calegari
<ul><li>Comments from customers are very positive </li></ul><ul><li>Rank in Trip Advisor is 15 th over 516 hotels </li></ul><ul><li>All categories have average rank 5 </li></ul><ul><li>Social Medial well developed on the website </li></ul>Guests comments Managers do not answer customers' comments on the hotel’s website, this behavior does not correspond to the hotel’s image and reputation
A manager from Four Seasons George V answered the guest’s comment on the Trip Advisor Website
-The website does not have the interactivity with the customers’ -There are no guests’ comments on the website -The website is “cold”, plain -The hotel uses only the “old strategy” for Selling - Only the worse comments are answered by managers
What we would do to improve the Hotel’s communication…. Answer the good customers’ comments to create a conversation in the social media platforms Create a directly link between customers and managers on the Hotel’s website Quote customers’ comments on the website To attract more interest from new viewers