This document summarizes a presentation on responding to guest reviews and social media commentary. The presentation was given by Daniel Edward Craig and Josiah Mackenzie of ReviewPro to hotel professionals. It covered best practices for responding to reviews on sites like TripAdvisor, which reviews to prioritize responding to, how to structure responses, and examples of effective and ineffective responses. The presenters emphasized using a polite, solution-oriented tone while avoiding defensive language.
Trust You and ReviewPro both offer online reputation management services for hotels. Trust You offers a more comprehensive suite of interconnected services, including marketing, meta-review APIs, monitoring, guest surveys, and social media monitoring. Trust You also claims to influence over 50 million travelers in their booking decisions and partners with major travel agencies. The document discusses how online reputation management relates to social media and maximizing user-generated content on hotel websites and social media profiles.
This document compares the reputation management services Review Pro and TrustYou. Both services help hotels manage online reviews across multiple websites to improve their online reputation and increase bookings. Review Pro is approved by TripAdvisor and works with 154 hotel chains. TrustYou works with over 12,000 hotels and has partnerships with major OTAs and technology companies. The document discusses the benefits and features of both services but does not provide a clear recommendation for which service would be better without understanding the specific needs and goals of the hotel.
Unit 11 - Making a complaint (writing skills).pptxPremLearn
Here are some tips for organizing your time better:
- Make a to-do list each day prioritizing tasks by importance. This helps you stay focused on what needs to get done.
- Block out specific times for activities like schoolwork, exercise, hobbies etc. so you don't get distracted.
- Eliminate time wasters like social media when you need to focus. Turn off notifications to avoid checking your phone.
- Study in time blocks of 50 minutes followed by short breaks. This helps you stay engaged without losing concentration.
- Go to bed and wake up at consistent times even on weekends. This keeps your energy levels and focus optimized.
- Plan meals in advance so
This document discusses online reputation management and provides tips for monitoring online mentions, responding to reviews, and publishing content. It recommends setting up Google Alerts and social media monitoring tools to track what is being said. It advises having a plan to publish content regularly to search engines and social media to influence online reputation. For negative reviews, it suggests assessing the situation, formulating a private response, and responding positively while addressing issues and leading the discussion where you want it to go.
Pitch Elevation - Fearless Women RisingMichael Weiss
The document provides tips for improving pitch presentations, noting that pitches should be emotional and inspirational rather than just factual. It discusses defining a clear agenda and focus, using visuals to support the presentation rather than as the focus, and using storytelling techniques to engage the audience emotionally rather than just presenting bullet points or facts. The document emphasizes practicing the performance aspect of a pitch and focusing on how the presentation makes the audience feel rather than just what is said.
1. The document discusses establishing financial balance and peace by gaining control over spending habits. It uses the metaphor of a scale to represent balancing spending with available funds.
2. It encourages facing financial fears head on by creating a budget to understand expenses. Establishing new spending habits through small, daily steps can help pay down debt and restore balance.
3. Readers are told to view their homes as hotels they manage as CEOs. To keep the "hotel" running smoothly, knowing expenses and income through budgeting is important like in any business. Gaining financial knowledge and using it in small steps will lead to control over spending.
Trust You and ReviewPro both offer online reputation management services for hotels. Trust You offers a more comprehensive suite of interconnected services, including marketing, meta-review APIs, monitoring, guest surveys, and social media monitoring. Trust You also claims to influence over 50 million travelers in their booking decisions and partners with major travel agencies. The document discusses how online reputation management relates to social media and maximizing user-generated content on hotel websites and social media profiles.
This document compares the reputation management services Review Pro and TrustYou. Both services help hotels manage online reviews across multiple websites to improve their online reputation and increase bookings. Review Pro is approved by TripAdvisor and works with 154 hotel chains. TrustYou works with over 12,000 hotels and has partnerships with major OTAs and technology companies. The document discusses the benefits and features of both services but does not provide a clear recommendation for which service would be better without understanding the specific needs and goals of the hotel.
Unit 11 - Making a complaint (writing skills).pptxPremLearn
Here are some tips for organizing your time better:
- Make a to-do list each day prioritizing tasks by importance. This helps you stay focused on what needs to get done.
- Block out specific times for activities like schoolwork, exercise, hobbies etc. so you don't get distracted.
- Eliminate time wasters like social media when you need to focus. Turn off notifications to avoid checking your phone.
- Study in time blocks of 50 minutes followed by short breaks. This helps you stay engaged without losing concentration.
- Go to bed and wake up at consistent times even on weekends. This keeps your energy levels and focus optimized.
- Plan meals in advance so
This document discusses online reputation management and provides tips for monitoring online mentions, responding to reviews, and publishing content. It recommends setting up Google Alerts and social media monitoring tools to track what is being said. It advises having a plan to publish content regularly to search engines and social media to influence online reputation. For negative reviews, it suggests assessing the situation, formulating a private response, and responding positively while addressing issues and leading the discussion where you want it to go.
Pitch Elevation - Fearless Women RisingMichael Weiss
The document provides tips for improving pitch presentations, noting that pitches should be emotional and inspirational rather than just factual. It discusses defining a clear agenda and focus, using visuals to support the presentation rather than as the focus, and using storytelling techniques to engage the audience emotionally rather than just presenting bullet points or facts. The document emphasizes practicing the performance aspect of a pitch and focusing on how the presentation makes the audience feel rather than just what is said.
1. The document discusses establishing financial balance and peace by gaining control over spending habits. It uses the metaphor of a scale to represent balancing spending with available funds.
2. It encourages facing financial fears head on by creating a budget to understand expenses. Establishing new spending habits through small, daily steps can help pay down debt and restore balance.
3. Readers are told to view their homes as hotels they manage as CEOs. To keep the "hotel" running smoothly, knowing expenses and income through budgeting is important like in any business. Gaining financial knowledge and using it in small steps will lead to control over spending.
The document provides guidance on how to write an effective descriptive paragraph. It explains that the paragraph should describe a place through details about what is seen, heard, felt, smelled, and tasted, rather than narrating a story. It then gives recommendations for describing a horrible hotel, including illustrating why the hotel is horrible through its small, dark, dirty rooms with no air conditioning or heating. The document also provides tips on developing a strong topic sentence and coherent supporting sentences to effectively describe the horrible aspects of the hotel.
4 Keys in Resolving Service Issues - Leader GuideJohn Beatty
This management training, accompanied by a participant guide, was created because the hotel needed to better & more quickly resolve guest service issues. Using KSL's 4 Keys training as the foundation, then layering in guest feedback, the desired outcome was to give managers tools to guide the decision-making process for handling guest complaints so they may train their teams to immediately address & resolve guest complaints. Following the management training, guest satisfaction scores improved.
Presenting information clearly and effectively is a key skill to get your message or opinion across and, today, presentation skills are required in almost every field.
We are trying that every individual should well aware about the skills and tricks that need to apply here.
This document provides tips for presenting with confidence. It discusses making eye contact, speaking at an appropriate volume, using storytelling techniques, and preparing and rehearsing presentations. The key points are that presenting confidently involves strong eye contact, good posture, varying facial expressions and hand gestures, speaking more slowly, mastering the material, and using stories which relax both the presenter and audience. Proper preparation, rehearsal, and practicing techniques like maintaining eye contact, varied vocal pace, and smiling can help make anyone appear confident when presenting.
Nigel's talk at The Dentistry Show 2014dentaldesign
The document provides tips on how dental practices can improve their online presence and rankings. It discusses focusing on getting positive reviews on sites like Google and DentistFinder, obtaining links from relevant directories, suppliers and partners, regularly creating new content for blogs and social media on topics people search for, and engaging with customers on social media. The goal is to build an online reputation through reviews and become a resource for dental information through high-quality content.
CPE - Writing skills Unit 3 - Complaining.pptxPremLearn
The document outlines an English lesson plan that focuses on writing skills for complaining. It includes activities like discussing holiday problems, identifying key points, brainstorming topics, comparing model answers, and building vocabulary. The plan allocates approximately 10 minutes for each activity and includes a 5 minute game/filler in the middle.
This document provides guidance on effective customer service practices for front line communicators in schools. It emphasizes the importance of respectful, responsive, and friendly service to promote student success and advocate for public schools. Key recommendations include greeting all visitors with a smile, answering phones promptly, speaking politely, and addressing customer concerns quickly and courteously. Front line staff are reminded that their interactions can strongly influence perceptions of the entire school.
Kano model and the practical application of it. This time we will go deeper than the surface and explore some secrets that can increase the effectiveness of Kano approach.
Jonathan Andrew From BaswichBiz Advanced Business Growth Centre Presentation ...Stuart Walton
Jonathan Andrew From BaswichBiz Advanced Business Growth Centre Government Sector Tendering & Procurement Presentation Top Tips For Success - July 2015
The document provides examples of completing sentences to have similar meanings using synonymous words. It gives 5 sentences where the second sentence restates the first but uses a specified word. It then asks questions about what was done in the activity and insights that can be gained. The purpose is to practice paraphrasing by changing words while maintaining the same meaning.
The document provides guidance on effective moderating for usability testing. It discusses that usability testing involves observing users complete tasks while thinking aloud. The moderator plays several roles in guiding the participant and gathering useful feedback. The document outlines best practices for moderators, such as staying neutral, knowing testing goals, and using open-ended questions. It emphasizes the importance of moderating skillfully to obtain valid insights from participants. Regular practice and self-evaluation are recommended for moderators to continuously improve.
Your community website is great, online traffic is great, online reviews are solid. Now that you've got that prospect's attention and they're coming in for the tour, how do you keep their attention? In this session, learn 5 ways to incorporate your prospects into the vibrant, exciting story of your community. No cameos here! They're the main character.
The document outlines 7 principles for being authentically social on social media. The principles are: 1) Prioritize social media platforms and delete inactive profiles; 2) Be transparent and add value; 3) Lead by example on social media; 4) Focus on quality over quantity and consistency over frequency for content; 5) Don't reinvent the wheel when creating content; 6) Connect personally with clients and engage with their posts; 7) Encourage clients to post about your business to help with sales. The document provides examples and questions for how to apply each principle.
Communication Essentials in Customer ServiceMay Martinez
The document provides guidance on effective communication skills for customer service employees at Fantasy Lodge resort in Cebu, Philippines. It emphasizes the importance of listening to customers, providing feedback, and using positive language. Specific tips include being attentive, reading customers' non-verbal cues, paraphrasing to reflect understanding, asking clarifying questions, and responding respectfully while deferring judgment. The goal is to ensure all customers are pleased, satisfied, and likely to return through strong interpersonal communication.
The document discusses developing an effective blog positioning statement. It explains that a positioning statement should define what the blog is about, who it is for, what it provides to readers, and how it differs from other blogs. Developing clear answers to these questions in the positioning statement will help create focused, consistent content that attracts a specific, loyal audience.
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
The document provides guidance on how to write an effective descriptive paragraph. It explains that the paragraph should describe a place through details about what is seen, heard, felt, smelled, and tasted, rather than narrating a story. It then gives recommendations for describing a horrible hotel, including illustrating why the hotel is horrible through its small, dark, dirty rooms with no air conditioning or heating. The document also provides tips on developing a strong topic sentence and coherent supporting sentences to effectively describe the horrible aspects of the hotel.
4 Keys in Resolving Service Issues - Leader GuideJohn Beatty
This management training, accompanied by a participant guide, was created because the hotel needed to better & more quickly resolve guest service issues. Using KSL's 4 Keys training as the foundation, then layering in guest feedback, the desired outcome was to give managers tools to guide the decision-making process for handling guest complaints so they may train their teams to immediately address & resolve guest complaints. Following the management training, guest satisfaction scores improved.
Presenting information clearly and effectively is a key skill to get your message or opinion across and, today, presentation skills are required in almost every field.
We are trying that every individual should well aware about the skills and tricks that need to apply here.
This document provides tips for presenting with confidence. It discusses making eye contact, speaking at an appropriate volume, using storytelling techniques, and preparing and rehearsing presentations. The key points are that presenting confidently involves strong eye contact, good posture, varying facial expressions and hand gestures, speaking more slowly, mastering the material, and using stories which relax both the presenter and audience. Proper preparation, rehearsal, and practicing techniques like maintaining eye contact, varied vocal pace, and smiling can help make anyone appear confident when presenting.
Nigel's talk at The Dentistry Show 2014dentaldesign
The document provides tips on how dental practices can improve their online presence and rankings. It discusses focusing on getting positive reviews on sites like Google and DentistFinder, obtaining links from relevant directories, suppliers and partners, regularly creating new content for blogs and social media on topics people search for, and engaging with customers on social media. The goal is to build an online reputation through reviews and become a resource for dental information through high-quality content.
CPE - Writing skills Unit 3 - Complaining.pptxPremLearn
The document outlines an English lesson plan that focuses on writing skills for complaining. It includes activities like discussing holiday problems, identifying key points, brainstorming topics, comparing model answers, and building vocabulary. The plan allocates approximately 10 minutes for each activity and includes a 5 minute game/filler in the middle.
This document provides guidance on effective customer service practices for front line communicators in schools. It emphasizes the importance of respectful, responsive, and friendly service to promote student success and advocate for public schools. Key recommendations include greeting all visitors with a smile, answering phones promptly, speaking politely, and addressing customer concerns quickly and courteously. Front line staff are reminded that their interactions can strongly influence perceptions of the entire school.
Kano model and the practical application of it. This time we will go deeper than the surface and explore some secrets that can increase the effectiveness of Kano approach.
Jonathan Andrew From BaswichBiz Advanced Business Growth Centre Presentation ...Stuart Walton
Jonathan Andrew From BaswichBiz Advanced Business Growth Centre Government Sector Tendering & Procurement Presentation Top Tips For Success - July 2015
The document provides examples of completing sentences to have similar meanings using synonymous words. It gives 5 sentences where the second sentence restates the first but uses a specified word. It then asks questions about what was done in the activity and insights that can be gained. The purpose is to practice paraphrasing by changing words while maintaining the same meaning.
The document provides guidance on effective moderating for usability testing. It discusses that usability testing involves observing users complete tasks while thinking aloud. The moderator plays several roles in guiding the participant and gathering useful feedback. The document outlines best practices for moderators, such as staying neutral, knowing testing goals, and using open-ended questions. It emphasizes the importance of moderating skillfully to obtain valid insights from participants. Regular practice and self-evaluation are recommended for moderators to continuously improve.
Your community website is great, online traffic is great, online reviews are solid. Now that you've got that prospect's attention and they're coming in for the tour, how do you keep their attention? In this session, learn 5 ways to incorporate your prospects into the vibrant, exciting story of your community. No cameos here! They're the main character.
The document outlines 7 principles for being authentically social on social media. The principles are: 1) Prioritize social media platforms and delete inactive profiles; 2) Be transparent and add value; 3) Lead by example on social media; 4) Focus on quality over quantity and consistency over frequency for content; 5) Don't reinvent the wheel when creating content; 6) Connect personally with clients and engage with their posts; 7) Encourage clients to post about your business to help with sales. The document provides examples and questions for how to apply each principle.
Communication Essentials in Customer ServiceMay Martinez
The document provides guidance on effective communication skills for customer service employees at Fantasy Lodge resort in Cebu, Philippines. It emphasizes the importance of listening to customers, providing feedback, and using positive language. Specific tips include being attentive, reading customers' non-verbal cues, paraphrasing to reflect understanding, asking clarifying questions, and responding respectfully while deferring judgment. The goal is to ensure all customers are pleased, satisfied, and likely to return through strong interpersonal communication.
The document discusses developing an effective blog positioning statement. It explains that a positioning statement should define what the blog is about, who it is for, what it provides to readers, and how it differs from other blogs. Developing clear answers to these questions in the positioning statement will help create focused, consistent content that attracts a specific, loyal audience.
Similar to Webinar Material (Source: Review Pro) (20)
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
it describes the bony anatomy including the femoral head , acetabulum, labrum . also discusses the capsule , ligaments . muscle that act on the hip joint and the range of motion are outlined. factors affecting hip joint stability and weight transmission through the joint are summarized.
How to Manage Your Lost Opportunities in Odoo 17 CRMCeline George
Odoo 17 CRM allows us to track why we lose sales opportunities with "Lost Reasons." This helps analyze our sales process and identify areas for improvement. Here's how to configure lost reasons in Odoo 17 CRM
A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
ISO/IEC 27001, ISO/IEC 42001, and GDPR: Best Practices for Implementation and...PECB
Denis is a dynamic and results-driven Chief Information Officer (CIO) with a distinguished career spanning information systems analysis and technical project management. With a proven track record of spearheading the design and delivery of cutting-edge Information Management solutions, he has consistently elevated business operations, streamlined reporting functions, and maximized process efficiency.
Certified as an ISO/IEC 27001: Information Security Management Systems (ISMS) Lead Implementer, Data Protection Officer, and Cyber Risks Analyst, Denis brings a heightened focus on data security, privacy, and cyber resilience to every endeavor.
His expertise extends across a diverse spectrum of reporting, database, and web development applications, underpinned by an exceptional grasp of data storage and virtualization technologies. His proficiency in application testing, database administration, and data cleansing ensures seamless execution of complex projects.
What sets Denis apart is his comprehensive understanding of Business and Systems Analysis technologies, honed through involvement in all phases of the Software Development Lifecycle (SDLC). From meticulous requirements gathering to precise analysis, innovative design, rigorous development, thorough testing, and successful implementation, he has consistently delivered exceptional results.
Throughout his career, he has taken on multifaceted roles, from leading technical project management teams to owning solutions that drive operational excellence. His conscientious and proactive approach is unwavering, whether he is working independently or collaboratively within a team. His ability to connect with colleagues on a personal level underscores his commitment to fostering a harmonious and productive workplace environment.
Date: May 29, 2024
Tags: Information Security, ISO/IEC 27001, ISO/IEC 42001, Artificial Intelligence, GDPR
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Training: ISO/IEC 27001 Information Security Management System - EN | PECB
ISO/IEC 42001 Artificial Intelligence Management System - EN | PECB
General Data Protection Regulation (GDPR) - Training Courses - EN | PECB
Webinars: https://pecb.com/webinars
Article: https://pecb.com/article
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Exploiting Artificial Intelligence for Empowering Researchers and Faculty, In...Dr. Vinod Kumar Kanvaria
Exploiting Artificial Intelligence for Empowering Researchers and Faculty,
International FDP on Fundamentals of Research in Social Sciences
at Integral University, Lucknow, 06.06.2024
By Dr. Vinod Kumar Kanvaria
বাংলাদেশের অর্থনৈতিক সমীক্ষা ২০২৪ [Bangladesh Economic Review 2024 Bangla.pdf] কম্পিউটার , ট্যাব ও স্মার্ট ফোন ভার্সন সহ সম্পূর্ণ বাংলা ই-বুক বা pdf বই " সুচিপত্র ...বুকমার্ক মেনু 🔖 ও হাইপার লিংক মেনু 📝👆 যুক্ত ..
আমাদের সবার জন্য খুব খুব গুরুত্বপূর্ণ একটি বই ..বিসিএস, ব্যাংক, ইউনিভার্সিটি ভর্তি ও যে কোন প্রতিযোগিতা মূলক পরীক্ষার জন্য এর খুব ইম্পরট্যান্ট একটি বিষয় ...তাছাড়া বাংলাদেশের সাম্প্রতিক যে কোন ডাটা বা তথ্য এই বইতে পাবেন ...
তাই একজন নাগরিক হিসাবে এই তথ্য গুলো আপনার জানা প্রয়োজন ...।
বিসিএস ও ব্যাংক এর লিখিত পরীক্ষা ...+এছাড়া মাধ্যমিক ও উচ্চমাধ্যমিকের স্টুডেন্টদের জন্য অনেক কাজে আসবে ...
How to Add Chatter in the odoo 17 ERP ModuleCeline George
In Odoo, the chatter is like a chat tool that helps you work together on records. You can leave notes and track things, making it easier to talk with your team and partners. Inside chatter, all communication history, activity, and changes will be displayed.
How to Fix the Import Error in the Odoo 17Celine George
An import error occurs when a program fails to import a module or library, disrupting its execution. In languages like Python, this issue arises when the specified module cannot be found or accessed, hindering the program's functionality. Resolving import errors is crucial for maintaining smooth software operation and uninterrupted development processes.
Macroeconomics- Movie Location
This will be used as part of your Personal Professional Portfolio once graded.
Objective:
Prepare a presentation or a paper using research, basic comparative analysis, data organization and application of economic information. You will make an informed assessment of an economic climate outside of the United States to accomplish an entertainment industry objective.
Strategies for Effective Upskilling is a presentation by Chinwendu Peace in a Your Skill Boost Masterclass organisation by the Excellence Foundation for South Sudan on 08th and 09th June 2024 from 1 PM to 3 PM on each day.
Main Java[All of the Base Concepts}.docxadhitya5119
This is part 1 of my Java Learning Journey. This Contains Custom methods, classes, constructors, packages, multithreading , try- catch block, finally block and more.
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
1. August 2012!
Choose Your Words Carefully:
Responding to Guest Reviews
and Social Media Commentary
PRESENTERS:
Daniel Edward Craig
Josiah Mackenzie
@ReviewPro
August 29, 2012!
2. August 2012!
Founded in October 2008, ReviewPro has thousands of hotel
clients in more than 70 countries around the world.!
2!
Some background…
3. August 2012!
!
!
3!
Introducing our presenters
Daniel Craig !
• Former hotel general manager!
• Author, consultant & leading voice in social
media and reputation management in the hotel
industry !
• Industry Advisor, Engagement with ReviewPro!
• @dcraig on Twitter!
Josiah Mackenzie!
• Founder of Hotel Marketing Strategies & Tnooz
node!
• Works with hotel executives to increase sales by
providing better service through social channels!
• Director of business development at ReviewPro!
• @HmarketingHelp on Twitter!
5. August 2012!
A sample review
5!
!
“Nice Hotel, Poor Service”!
I liked this hotel and loved the location but we were
disappointed our room wasn’t ready when we arrived at
noon even though we were promised an early check-in.
The front desk didn’t seem to care how inconvenienced
we were. Then at check-out we had to wait for almost a
half-hour. Not a good start or end to an otherwise
enjoyable stay! !
6. August 2012!
Sample Response #1: Service
Management Response!
!
Sorry your room wasn’t ready but check in time is 3:00 pm
and we can’t guarantee early check ins. Next time you should
use the express checkout. As you can see from our other
reviews our guests constantly rave about our superb service
Thank you for your feedback!! !
!
The Management !
7. August 2012!
1. Why is it important to respond?!
2. Which reviews should you respond to?!
3. Who should respond and when? !
4. What should you say? !
5. What if the review contains false information?!
6. Responding on Facebook and Twitter !
7. Examples, questions and discussion!
7!
Overview & Agenda
8. August 2012!
Why is it important to respond?
1. Shows that you’re listening and you care!
2. Opportunity to thank for feedback and apologize !
3. Opportunity to reinforce the positive and change negative
perceptions!
4. Helps you to see the guest’s perspective and be accountable !
!
Does the same issue come up again and again?!
!Focus on fixing the problem rather than crafting responses. !
!
10. August 2012!
TripAdvisor survey
10!
TripAdvisor/Brainbox Survey Dec 2011/Jan 2012!
87% !
of accommodation
owners/managers
plan to respond to
guest reviews in 2012!
15% !
of property reviews on
TripAdvisor currently
have management
responses!
11. August 2012!
Which sites allow responses?
• TripAdvisor*!
• Google Plus Local!
• Yelp*!
• Expedia!
• Hotels.com!
• TravelPost!
• Travelocity!
• Social Networks*!
* These sites also allow private messaging!
12. August 2012!
Which reviews should you respond to?
!
!
Don’t feel obliged to respond to all reviews. !
!
Prioritize reviews that:!
1. Call for an apology or clarification!
2. Are damaging to reputation!
3. Highlight positive aspects you wish to draw attention to !
!
Travelers read reviews to hear from other travelers. Responses
should provide helpful and meaningful information. !
!
13. August 2012!
Who should respond and when?
Who? !
• A senior manager !
• Must possess strong writing skills and diplomacy !
• Proofread before posting!
• Personalize with name and title!
!
When? !
• As soon as possible, ideally within 72 hours!
• Investigate the matter first!
• Sleep on it!
!
14. August 2012!
What should you say?
Basic responses:!
• Thank the reviewer!
• Apologize if something went wrong!
• Say how you’re following up!
!
More ideas:!
• Provide a brief explanation (no excuses)!
• Invite back!
• Avoid offering freebies !
• Follow site guidelines!
15. August 2012!
Getting back to this review ….
15!
!
“Nice Hotel, Poor Service”!
I liked this hotel and loved the location but we were
disappointed our room wasn’t ready when we arrived at
noon even though we were promised an early check-in.
The front desk didn’t seem to care how inconvenienced
we were. Then at check-out we had to wait for almost a
half-hour. Not a good start or end to an otherwise
enjoyable stay! !
16. August 2012!
A better response
Thank you for your feedback, which I
have shared with my team. We are
happy to hear that you enjoyed your
stay. We do our best to accommodate
early arrivals and to provide a speedy
checkout, and I apologize for the
lapses in service during your stay. We
hope to welcome you back soon. !
!
Mary Smith !
General Manager !
Analysis!
ü Thanks !
ü Follow-up!
ü Emphasizes positive !
ü Reassures !
ü Apologizes!
ü Invites back!
ü Personalized
17. August 2012!
How should you say it?
• Don’t rush: demonstrate the same thoughtfulness, attention to
detail and professionalism you provide on property!
• Be brief: focus on key issues!
• Be conversational, “human” and in line with your brand !
• Avoid “corporate speak,” stiff formality and marketing babble!
• Show empathy. Don’t be defensive or patronizing.!
• Avoid repetition. Take a fresh approach to each response.!
18. August 2012!
Choose your words carefully
WORDS TO AVOID!
• Can’t, won’t, shouldn’t!
• It’s against policy !
• Unfortunately!
• Problem, concerns!
• Disappointed, unacceptable !
• Sorry … but … !
WORDS TO USE!
• Can, will, assure you!
• We strive to, we pride
ourselves on!
• Feedback, experience !
• Appreciate, sincere!
• Rest assured!
19. August 2012!
Review Example 2: Value
19!
!
“RIP OFF!”!
I got a good deal on Priceline but still paid too much for
what I got. My room was tiny, parking cost almost half the
price of our room, and it was $9 for a glass of orange
juice in the restaurant! Next time I’ll stay elsewhere!”!
20. August 2012!
Response #1
Sorry you think the hotel is a “rip
off” but Priceline takes a really
high comission!! Some of our
compteitors charge even more
for parking and internet .. The
parking lot is privatley owned –
we have no control over rates …!
!
Susie, Sales Coordinator !
Analysis!
X Repeats negative
commentary!
X Defensive!
X Excuses!
X Poor spelling and
punctuation!
X Doesn’t take
responsibility!
X Not from management !
21. August 2012!
A better response
Thank you for your comments. Our
pricing is comparable to other four-
star hotels in the area, and we feel we
provide good value given our central
location and extensive facilities. But
clearly this was not your impression
and for that we offer our apologies. I
have shared your comments with my
management team for review.!
!
Hugo Rivera !
Hotel Manager !
Analysis!
ü Thanks!
ü Brief explanation!
ü Apologizes!
ü Follows up!
ü Personalized
23. August 2012!
Review Example 3: Property Condition
23!
!
“Dirty and smelly!”!
My room smelled like smoke even though it was
supposedly nonsmoking, and there was dust on the closet
shelf and a cigarette burn on the sofa. Plus somebody
spilled something in the mini-bar but nobody bothered to
clean it up – it reeked like high heaven! Stay away!”!
24. August 2012!
Response #1
I am extremely disappointed by
your comments. The condition of
your room was absolutely
unacceptable. I have spoke with the
room attendant and rest assured
such negligence will recur. Please
contact me as I would like to invite
you back for a complimentary stay.
– Roger Wilson, Manager !
Analysis!
X Too strongly worded !
X Sounds like
manager disappointed
with guest!
X Blames staff!
X Offers a freebie
25. August 2012!
Response #2
We pride ourselves on our property
upkeep and attention to detail, but
clearly we were not up to standards
on your stay, and for that I am truly
sorry. I have followed up with my
team, and the issues have been
fixed. Thank you for bringing them to
our attention – it helps us get better. !
!
Barbara Smith!
Guest Experience Manager !
Analysis!
ü Thanks reviewer !
ü Reassures !
ü Apologizes!
ü Warm and personal
26. August 2012!
What if a review contains false info?
• Post a response to respectfully set the record straight!
• Never accuse a reviewer of dishonesty!
• Send private message!
• If reviewer is clearly irrational or offensive, you may choose
not to respond. !
• If outright fraudulent, dispute with review site and post
response: “We can find no record of this incident and take
such matters seriously. Kindly contact me directly to discuss.”!
27. August 2012!
Other common & challenging reviews
27!
1. Noise !
– Be transparent. “The local nightlife is indeed vibrant, which attracts
many of our guests. We do offer quieter south-facing rooms ...”!
2. Personal Attack !
– Handle with sensitivity. “We’re training staff to bring a consistently
higher level of service.” Or: “We were surprised to hear your
comments regarding our employee, who is one of our best.”!
3. Lapse in Security!
– Reassure. “We are committed to the safety and security of all our
guests. We have reviewed our procedures and reminded staff of the
importance of …”!
28. August 2012!
Responding to positive reviews
• Thank them – they’re your advocates!
• Share the excitement: “We are thrilled …”!
• Keep responses varied by commenting on specifics:!
– “I was particularly happy to read your comments about…” !
– “I must agree, our location is unbeatable.”!
– “Next time be sure to try our crab cakes, my personal favorite.” !
• Say you look forward to welcoming them back!
• No need to respond to all positive reviews!
31. August 2012!
Facebook commentary
• Facebook is about community: multiple participants and
conversations !
• Be careful not to provoke !
• Take offline if serious - direct message or provide contact
details!
• Delete spam and comments people might find offensive, but
don’t “sanitize”!
!
33. August 2012!
Twitter
• Tweets have a very short shelf-life!
• Often sent in real-time: guest is in-house!
• Opportunity to turn them around, to wow them !
• Thank for positive comments, retweet !
• Take negative commentary offline!
35. August 2012!
Key takeaways
1. Prioritize reviews that call for apology or clarification or are
damaging to reputation !
2. Keep it simple: Thank, apologize, say how you’re following up!
3. Keep positive: Don’t offer excuses, be defensive or repeat
negative commentary!
4. Be transparent: You’re setting expectations for other travelers !
5. Take offline if commentary is negative!
!
Use ReviewPro to facilitate monitoring, analyzing & responding.!
36. August 2012!
How would you respond? !
The best response as chosen by our presenters will be published
on the ReviewPro blog and the author will receive a free one-hour
digital strategy consultation session with Daniel Craig or Josiah
Mackenzie. !
!
!
!
!
!
Submit your response by September 5 to Josiah@ReviewPro.com !
! 36!
Contest
“Terrible service”!
We checked in late at night and the person at the front
desk, Victor, was rude and unhelpful. We asked him for a
wake up call and never got it. We won’t be going back and
recommend everyone to stay away!”!
37. August 2012! 37!
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38. August 2012! 38!
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