1. How can hotels maximize UGC
from the various digital
touchpoints?
2. Rewards
Rewarding your guests will increase their loyalty. If
there are rewards, people will feel more engaged and
keep coming.
Reward is a type of recognition and will delight
guests.
3. Surveys and comments
Surveys and guest comments are a good way to get their
feedback.
It is a way to get their honest opinion and learn about the
good and bad things going on in the hotel.
It also allows you to reply to them and personalize the
exchange, creating added value to the guest’s experience.
4. Social media presence
Nowadays, a lot of communication is done through social
media. It is now important to be present and active in
order to attract more guests and have a word of mouth.
The key is to be active and reactive!
5. Increase customer satisfaction
Make sure you put your guest first. A happy guest is a
potential loyal guest and a potential communication tool.
Also make sure you have customer satisfaction on social
satisfaction.
6. Be present
Interaction with guests is the most important thing. If a guest
has a bad experience with the hotel but a good experience
with the staff, they might be able to forget the bad part.
Relationship is key!
7. Role of social media in helping a
hotel « share » positive reputation
Social media help
brands develop their
image. It is useful in
order to define their
positionning and the
relationship they wish
to have with their
cutomers.
It is sort of a window
and helps control the
image.
8. How do they help a hotel/business?
They help businesses maximize their online reputation and
provide a communication channel for their guests.
They help you to manage what is on the internet and allow
you to create a positive image.
9. How much do they cost?
Their cost depends on the way you are managing them.
It depends on how many you use, if you use paying adds
and if you dedicated one person to doing that job only or
if you manage it among other tasks.
10. Does a hotel need both a Reputation
Management system and a Social
Media Management platform?
It depends on your
needs regarding the
number of platforms
you use and the size
of the company.
