17 – Reputation Resolutions For 2019

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By Travel Media Group & Ryan Embree, Travel Media Group, and Ryan Embree. Discovered by Player FM and our community — copyright is owned by the publisher, not Player FM, and audio is streamed directly from their servers. Hit the Subscribe button to track updates in Player FM, or paste the feed URL into other podcast apps.
In this episode of Suite Spot, we welcome in 2019 with several new year reputation resolutions for hoteliers. Ryan counts down the top 5 ways to make sure that your reputation strategy is off to a fast start and sets you up for success throughout the rest of the year. From top to bottom, these resolutions cover all things reputation, from recognizing which online reviews sites are at risk, to responding to every review. This list is a great way to kick off the new year for your hotel. We would love to hear your feedback on our list and what your 2019 reputation resolutions are. You can reach us by either calling or texting us at 407-984-7455 or email us at info@travelmediagroup.com. Episode Transcript Our podcast is produced as an audio resource. Transcripts are generated using speech recognition software and human editing and may contain errors. Before republishing quotes, we ask that you reference the audio. Ryan Embree: Welcome to Suite Spot where hoteliers check in and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Ryan Embree: Okay. Hello and welcome everyone. Thank you for listening, wherever you are out there. My name is Ryan Embree, and I am the host of Suite Spot. We kicked off 2019 with our last episode, but we are still here at the beginning of the year, and today we are going to be talking about new year reputation resolutions, so we recognize right now this is the time of the year where hoteliers are gearing up for a full fiscal year. They're setting some goals in place. They've got some ADR goals that they're looking to hit for maybe this year. They're trying to set themselves up for success around the spring and summer times when they get a little bit busier. So we want to make sure you're getting off on the right foot out there by given a list of the top five new year reputation resolutions, and we start our list at number one. Ryan Embree: We would challenge you to really find and recognize your high-risk areas online that have lower review scores than you're wanting. And, the first way that you can really go about doing this is googling your property in several different ways. Using your city name, using your state, leaving your state out, those are all going to procure very different, uh, Google searches and results. This is what your travelers are doing on an everyday basis when they're trying to find out more information about your property. Once you do that, you can create a list of review sites that you're seeing right there on the first page or even the second page that might be high-risk areas. These are sites that might have a little bit lower review scores, than you necessarily want and could be impacting traveler conversion rate. Ryan Embree: From there, we're going to move on to number two in our lists, which is set smart goals when it comes to those high-risk online reputation sites and attribute them with ratings and numbers of reviews. So when we talk about smart goals, we talk about, again, specific, measurable, attainable, and realistic timely goals for individual review sites. So as you start googling your property, you see where travelers might be being drawn or attracted to a competitor. Start to come up with some realistic goals for where you want to end 2019. I would encourage you go even back as far as all of 2018 and start counting the amount of reviews that you get. Quantity as we know we talked about is one of the things that TripAdvisor uses an algorithm for ranking. We also want to set expectations as far as the scores that you want to be receiving. Ryan Embree: I would also encourage you as a best practice is share those with guests. When you're talking to your guests that check out, instead of just hearing someone say, "you know, I had a really great time at your property" and your staff just kind of responding in that, "Oh, if you did, please leave us a review." How about targeting and directing those reviews to a ...

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