Reputation management


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Reputation management

  1. 1. Reputation Management Hôtel de Sers, Paris
  2. 2. Analysis :comments are so different... Positive points Location Nice hotel recently refurbished Staff is friendly and helpfu l Negative points Small rooms Breakfast expensive and not very good Concierge is not present enough Lack of communication between the services (housekeeping, breakfast in the room... Small fitness center
  3. 3. The hotel publishes articles from magazines
  4. 4. What can be improved ? Many guests think that the communication between the departments could be better - Breakfast in room at 10:30 instead of 10:00 - Mistakes in housekeeping requests - Dinner reservation mistakes... The breakfast is very often criticised, the quality as well as the service : staff not smily, not fresh, small quantity, too expensive.
  5. 5. What can be improved ? The Hotel de Sers is a 5 star hotel, and yet the comments are not regular and can be the best and the worst : -> the service is not regular over the time and differs from one guest to another. The hotel team should behave exactly the same with all the guests, and try to keep the same quality on the long term -> the team should be more careful with small details that sometimes seems to be neglected.
  6. 6. How to use the review comments for customer engagement Gather positive impressions thanks to a review tool Answer people and thank them on the websites, When people check out, invite them to write a comment in a book in which you register guest's comments and ask them if you can publish it on your website
  7. 7. How to capitalize on positive impression Gather positive impressions thanks to a review tool Answer people and thank them on the websites Use them as quotations on your website, facebook/twitter/social network pages -> people highly value and are influenced by other guest's impressions Print them and show them to the employees, it will encourage and motivate them
  8. 8. How to correct negative impression of the hotel Track negative impressions with a review tool Answer to people whose comments were negative on the websites to show that you are involved and care about what guests think Try to find where it comes from (employees behaviour ? Quality of food ? Lack of communication ? Not enough staff ?...) Communicate internally about them, Make every employee aware of negative comments Create periodic objectives to correct somme recurrent negative comments : Ex: In September, improve the breakfast service