Reputation Management

Reputation Management definition
Reputation management is the practice of monitoring the reputation of an individual or brand, addressing contents which are damaging to it, and using customer feedback solutions to get feedback or early warning signals to reputation problems. Activities performed by individual or organization which attempt to maintain or create a certain frame of mind regarding themselves in the public eye. Reputation management is the process of identifying what other people are saying or feeling about you or your business; and taking steps to ensure that the general consensus is in line with your goals. Reputation management gathers the activities that allow a business to get to know its public opinion about its company and whether does their service/product reach the customer optimal satisfaction or not. Many people and organizations use various forms of social media to monitor their reputation and to be able to make the improvements necessary to make the hotel reputation better viewed.

Why it is important to a hotel?
Preserving a hotel image through an online reputation management is by far the most important element for a company success. 93% of hotel guests are influenced by reviews, and the majority of them won’t book a hotel without them. Getting to know the customers feedbacks about their hotel experience is more than crucial to find out if the business has meet or even exceed the guest expectations. However, monitoring a hotel reputation take time and involve a lot of dedication and commitment to show a positive image of the hotel and give a proactive image of a proactive business who take care about its guest not only during its stay but even beyond the hotel barrier. It is said for example by TripAdvisor that 9 out of 10 travelers affirmed that reviews are playing a critical factor in their purchasing decision. Review they are positive or negative have the potential and the capacity to raise or to ruin the hotel reputation; this is why it is vital to manage hotel reputation properly in the accurate monitoring online tools.
Generally speaking, manage efficiently and effectively a hotel reputation raises the following goals:
- More reviews: improve a hotel visibility online automatically bring more customers to write more review about their experience through raising the guest awareness of the hotel online image
- Better rankings: positive reviews left by customers help in making the hotel reach a higher place in terms of visibility and notoriety and be better renown by the public
- Trusted relationship: this exclusive contact created through the customers and the Guest Relation for example following a review is key to create a privileged relationship not only during the guest stay but beyond the hotel frontier
- Higher revenue: generated additional profit and higher revenues result of course from an increased in customer positive feedbacks which then are going to influence numerous travelers to make their holiday purchasing choice towards this specific hotel

What services does the Reputation Management companies offer to a hotel?
The Reputation Management companies like Trustyou offer the following services:
- Reputation marketing: the TrustScore ™ is defined as the global picture that help a business with a broad visibility and perception of the hotel through the analyze of its online reputation. The snapshot are great as well to raise the business reputation across the web
- Reputation surveys: The Guest Satisfaction survey is the best tool to monitor the business reputation and to drive interaction between the businesses and the customers instantly. All surveys are then analyzed with various statistics and graphs that help the business see better the key areas success and those that need improvement
  - Reputation monitoring: TrustYou dashboard is a great tool as it gives to the business all the data necessary to check its online reputation performance and assess efficiently its visibility thanks to customizable and topline data. The daily email alerts are important tool as well to make the businesses aware of its online reputation during the whole day anytime with tweet or post

Reviewpro offers the following services:
- Global review index: A general online reputation score for an individual hotel, group of hotels or chain based on data taken from all major online travel agencies and review sites. It can be calculated for a given point in time (day, week, month, year, etc.)
- Revenue Optimizer: The Revenue Optimizer lets individual hotels, brands and chains measure their revenue performance (ADR, occupancy, and RevPar) and reputation (through ReviewPro’s proprietary Global Review Index™) in relation to their competitive set
- ReviewPro’s Guest Survey: tool which gathers valuable direct feedback from the clients and provides a business with 360º guest intelligence and reporting all in one dashboard
- ReviewPro’s Sentiment Analysis: this service breaks down hundreds of millions of reviews into over 120 hospitality-specific categories and related concepts