2. Reputation Management It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently. by Warren Buffett.
3. What will be the impact on customer service expectations of the capabilities presented Expect a Better understanding of their needs, and corresponding offers, thanks to comments published Expect a Constant quality in hotel services, because every one can add a comment at any moment Better attention when people are high influencers
4. What types of hospitality operations will benefit? How ? Quality departments Reputation management in a quality department in q box. It enable to monitor the quality of service and keep it constant. Plus, the hotel can adapt it to customers’ expectations. Thanks to the Semantic analysis that Klout & Review Pro propose, you can correct your service quality if people think service is not as good as expected.
5. What types of hospitality operations will benefit? How ? Sales department You can reach people one at a time to get attention By publishing reviews on the website you can increase conversion rate by 40%, which improves sales By improving reviews you can improve ranking, which improves reputation which improve sales! You can improve SEO to give better access to the website They can optimize online distribution strategy, and maximize sales in OTAs, by knowing better people’s criteria/customs in booking.
6. What types of hospitality operations will benefit? How ? PR department The hotels exactly know what is said about them. They can more easily monitor what is said about you on website, and react quickly if needed. Guest services department Hotels can target influencers, and thank to the monitoring anticipating their needs and request. You can also pay more attention to a guest that would have been disappointed in another hotel of the group, and try to repair it.
7. What types of hospitality operations will benefit? How ? Revenue management You can better adjust your rate to customers expectation, which will help increasing sales By improving your quality thanks to reviews, you will be able to raise your rate, because people are willing to pay more expansive something valuable to them.
8. What types of services or benefits currently OUTSIDE of a property can be integrated into presented capabilities Reviews of restaurant, activities … proposed by the concierge : improvement of the quality and advices can be supported by people’s reviews
9. How can a hotel use the capabilities to create digital differentiation - competitive advantage Put reviews on their website If the product is good, and th service is good, customers satisfaction is good, thenencourage people in sharing their experience and value the hotel around them / on the web. They can integrate social graph on the website so that users can know what their contacts think about the hotel
10. What impressed you the most about the particular topic that you selected I used to be really doubtful about klout, always knowing the importance of monitoring online reputation. I discovered that reputation management does not only apply to marketing department, but to all the departments As RJ Friedlander, from Review Pro said, it is a quality department in a box It enables the hotel toimprove constantlyand keep the level of service
