The Pullman Versailles hotel has received bad reviews on Tripadvisor about outdated rooms, air conditioning, and design. The general manager has not adequately addressed these complaints. To improve its reputation, the hotel should develop a customer service training program, renovate outdated rooms and air conditioning, respond faster to online reviews, launch a marketing campaign about renovations, and improve social media presence to build positive reputation.

1. HOTEL REPUTATION MANAGEMENT
PULLMAN VERSAILLES
MBA2B – 15/02/2012
Houry Assadourian - Carolina
Deponge - Bodhiradh Ly

2. OPERATIONS
• Tripadvisor : bad comments concerning :
▫ Quality of service
▫ Old room (air conditioning)
▫ Old design and decoration
• No follow up from general manager/ manager
▫ Few answers on the bad comments with a long
delay (for example 1 month before answering a
comment

3. OPERATIONS

4. OPERATIONS
• SOLUTIONS :
▫ Develop follow-up of the quality of service
▫ Create training program for the staff & evaluations
▫ Invest into air conditionning reparation
▫ Invest into whole hotel renovation
▫ Answer faster to ALL the bad comments online
▫ Set up a marketing strategy to aware the people
about the renovation
▫ Set up a « Olery » program

5. PR/MARKETING
• Tell consumers
▫ Raise awareness in social media and niche sites
they read
• Meet consumers
▫ Create event in the freshly renovated hotel and
invitation to try the new rooms and restaurant
• Create positive reputation
▫ Keep contact with the influencers to ensure the
relationship and guard the positive reputation

6. UGC
• Improvement of the facebook activity
• Create twitter and pinterest account.
• Use instagram to show the renovations
• Use LinkedIn to post job offers and create a
survey about the needs of the guest in the
Versailles area