Analyse of a hotel's website: how to improve its reputation?

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Analyse of a hotel's website: how to improve its reputation?

  1. 1. How Four Seasons Hotel in Paris could improve their communication…. Diana Doucoure & Miriam Calegari
  2. 2. <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
  3. 3. A manager from Four Seasons George V answered the guest’s comment on the Trip Advisor Website
  4. 4. -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
  5. 5. 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

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