The document outlines an action plan to improve the online reputation of Hotel Le Marcel in Paris. The plan involves 1) increasing the hotel's presence on social media sites like YouTube, Facebook, and Twitter, 2) responding promptly to customer reviews on sites like Booking.com and TripAdvisor, and 3) implementing marketing promotions to generate positive word of mouth. It also recommends monitoring user-generated content from sites like ReviewPro and Olery on a weekly basis to track the hotel's reputation and performance over time.
16. ACTION PLAN TO IMPROVE ONLINE
REPUTATION
I. Operations
Presence on social medias:
Youtube: Create a hotel page and upload one video per month
(interview of the staff, management, clients, value of the hotel,
facilities, surroundings, tourism opportunities…)
Facebook: Feed it with videos links (towards Youtube), pictures,
comments, articles, status…
Twitter: Barely same as Facebook
Community websites:
Booking and Tripadvisor: Respond to customers’ reviews, upload the
latest pictures…
Create a blog
17. II. PR / Marketing
Make trend setters speak about the hotel: invite them for a free
night, breakfast
Create a package for special events: Valentine’s day, new year,
fashion week, Marcel Proust related events
Offer a Marcel Proust pocket book for every booking
Tweet good clients’ reviews (from booking, tripadvisor,
facebook…) to improve online visibility and hotel reputation
18. III. Users Generating Content
Every Monday and Tuesday night, the night auditor will check
the report. He/she has to review the UGC via ReviewPro and
Olery and incorporate those data in an Excel spreedsheet, in
order , to cross RevPar and OccRate with ReviewPro and Olery
ones.
This will enable the hotelier to assess its online hotel reputation
and performance evolutions afterwards.
