Hotel Discovery Document - The Reputation Lab

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Property Information

Property name: *

Distribution List Details

Distribution List Details. We typically recommend the number of colleagues who have the authority to approve responses be limited to no more than three colleagues and that one team member take the lead on providing those daily approvals. In determining your Distribution List, we request that you include those colleagues who are most equipped to assist with future access requests for review websites (usually your DORM and a Marketing leader). By adding these people to our Monthly Distribution list, we’ll be able to keep up with any future changes to your team.

Property Contacts

Colleague 1 name:

Job title:

Email address:

Chose all the reports for this colleague that apply.

Daily Reviews & Responses - DR
Authority to approve responses
Weekly Reports (REM only) - WR
Monthly Reports - MR
Billing/Receives invoices - AR

Colleague 2 name:

Job title:

Email address:

Chose all the reports for this colleague that apply.

Daily Reviews & Responses - DR
Authority to approve responses
Weekly Reports (REM only) - WR
Monthly Reports - MR
Billing/Receives invoices - AR

Colleague 3 name:

Job title:

Email address:

Chose all the reports for this colleague that apply.

Daily Reviews & Responses - DR
Authority to approve responses
Weekly Reports (REM only) - WR
Monthly Reports - MR
Billing/Receives invoices - AR

Colleague 4 name:

Job title:

Email address:

Chose all the reports for this colleague that apply.

Daily Reviews & Responses - DR
Authority to approve responses
Weekly Reports (REM only) - WR
Monthly Reports - MR
Billing/Receives invoices - AR

Colleague 5 name:

Job title:

Email address:

Chose all the reports for this colleague that apply.

Daily Reviews & Responses - DR
Authority to approve responses
Weekly Reports (REM only) - WR
Monthly Reports - MR
Billing/Receives invoices - AR

Colleague 6 name:

Job title:

Email address:

Checkbox Items

Daily Reviews & Responses - DR
Authority to approve responses
Weekly Reports (REM only) - WR
Monthly Reports - MR
Billing/Receives invoices - AR

Colleague 7 name:

Job title:

Email address:

Chose all the reports for this colleague that apply.

Daily Reviews & Responses - DR
Authority to approve responses
Weekly Reports (REM only) - WR
Monthly Reports - MR
Billing/Receives invoices - AR

Colleague 8 name:

Job title:

Email address:

Chose all the reports for this colleague that apply.

Daily Reviews & Responses - DR
Authority to approve responses
Weekly Reports (REM only) - WR
Monthly Reports - MR
Billing/Receives invoices - AR

For some negative reviews, we may need to research details further with your team. Please advise which colleagues will take the lead in answering any questions regarding these guest experiences.

Name contact 1

Title

Name contact 2

Title

Name contact 3

Title

3 Contacts name

Section 2: Greetings & Closings

In the beginning of a typical management responses we will start with a greeting. We typically suggest some variety in regard to the words used within that greeting, but if your brand preference is consistency, we will surely accommodate that request. Furthermore, there are different ways that we can close the response, sending our regards. Below, please place a check mark in any greeting or closing that would be acceptable. If you have a favorite you can highlight that as well within the open text box. Please note that the profile name will be used after the greeting (example: Dear Traveler12345).

Greetings

Dear
Greetings
Hello
Hi
Hey
Good Afternoon

Favorite greeting:

Closings:

Warm regards,
Kind regards,
Best regards,
Cheers,
All the best,
Sincerely,
Best,
Yours in hospitality,
In the spirit of hospitality,

Favorite Closing

Below we will address the usage of colleague names, job titles, and email addresses within the signature of a management response. Many of our hospitality partners use different signatures on various websites. On TripAdvisor for example, a hotel may wish to always publish the General Manager name and title, while on Expedia, some hotels will sign with just the hotel name. In each of the fields below, please provide the preferred signature name (and title or email if applicable) that you wish to use in the closing of your management responses. This signature name will be pairded with the selected closings from above. Please note that Expedia, Booking, and OpenTable do not allow for publishing of email addresses.

Name usage:

TripAdvisor preferred signature (colleague name & title or hotel name)

Google preferred signature (colleague name & title or hotel name)

Expedia preferred signature (colleague name & title or hotel name)

Booking preferred signature (colleague name & title or hotel name)

OpenTable (if applicable) preferred signature (colleague name & title or business name):

Yelp (if applicable) preferred signature (colleague name & title or hotel/restaurant name):

Section 3: Voice/Messaging ad USP (Unique Selling Points):

What type of voice or personality would you like used in your management responses? (Examples: formal, casual, approachable, warm and friendly, playful).

Buzzwords or details to describe the design of your hotel:

Industry words to describe your hotel (luxury, boutique, lifestyle):

Industry words we should NOT use to describe your hotel?

Section Four: Property details:

What do you feel are your three most unique selling features?

What three guest concerns do you feel are most frequently mentioned within your reviews?

Do you charge a resort fee? Destination Fee or Amenity fee? If so, please list the proper name of that fee, the daily amount charged, and the inclusions.

Brand Document Upload

Click or drag a file to this area to upload.

Please feel free to upload any documents that may be of value to our content team. These typically include brand books or brand guidelines, menus, press releases and more.