Reputation Enhancement & Management (REM)
This service begins with an on-site discovery meeting followed by workshops for your managers and guest-facing colleagues. We work with your teams to put best practices in place.
Once this training is complete, our Content Managers craft unique review responses that engage your guests and enhance your reputation. Clients enrolled in this program can save an average of 18 to 22 hours* per month which can be reinvested in what your team does best: running your business.
Our Reputation Enhancement & Management service includes:
On-site discovery meeting to gain a comprehensive understanding of your hospitality business as a facility and its brand messaging
A complete audit of your online performance
A comprehensive analysis to identify your business’ strengths, weaknesses, opportunities, and threats related to your online reputation
A Cultural Implementation Training Program focused on effective guest dialogue and the power of each review
Development of an enhancement strategy aimed at elevating your performance and reaching established goals
A dedicated Content Manager will craft unique and engaging responses, and publish them upon approval
Comprehensive month-end reporting suite and weekly snapshot reviewed during recurring conference calls
*Varies depending on the volume of reviews
Did you know?
Of travelers filter out hotels with a star rating below three
Of customers are more likely to book a hotel that responds to reviews versus a comparable hotel that doesn't
Of customers say a management response to a good review makes them think highly of the hotel
Of travelers say they are willing to pay more for a hotel with a higher review rating
Of consumers say that they would dismiss a hotel or even go as far as to cancel a booking due to a bad review
Sources: TrustYou, Phocuswright, Forrester Consulting, Trustyou, Forrester Consulting