SEZZ ONLINE REPUTATION MANAGEMENT

Quick overview of online reviews

and action plan

‘Sezz’ own website is already up to date

Booking.com,

•The website gives a quick overview of the overallrating

Trivago

Gather the different ratings of review sites such as Booking.com, Holidaycheck.com or easy to book.In addition, Trivago will provide users with detailled ratings of the differentdepartments of your hotel

Facebook

The hotel has its own Facebook page where customers can add comments and share their experience.

It provides insights of more specific operations and event.

ISSUES

• How to enhance customer engagement?

• How to capitalize on positive impression?

• How to correct negative comments?

How to enhance customerengagement?

• Focus on Retention and loyal active online customers

• Advocacy: These clients are the best ambassadors.Give them incentive to be more active and to shareimpressions on their Twitter or Facebook, to postphotos they may have made, etc…

• Organize online contests and promote onlineoperations with prizes related to your hotel ( spa,etc.)

How to capitalize on positive impression?

• Understand the communication style of your target

(From past comments) and use the guests own

words on your website so that you create harmony

between you and them.

• Thank people for sharing their positive impression

and insist on the fact the hotel is looking forward to

welcoming them again.

How to correct negative comments?

•First you need to show you are sensitive to theirdisappointment.

•These people should be thanked for providing the hotel withimprovement fields.

•Often Reactions from the hotel are not meaningful !!!!