MANAGEMENT OF THE HOTEL'S ONLINE REPUTATION
A hotel's reputation has a direct influence on revenue and, for this reason, online reputation management is one of EHMA's consulting activities, often in conjunction with hotel revenue management consulting.
The perception of the rate at which a room is sold is part of the value perceived by the guest. Failure to manage reputation can compromise the brand, its perception and, as a consequence, have consequences on ADR, i.e. the average daily rate. The most negative consequence is a reduction in REVPAR.
The perception of the rate at which a room is sold is part of the value perceived by the guest. Failure to manage reputation can compromise the brand, its perception and, as a consequence, have consequences on ADR, i.e. the average daily rate. The most negative consequence is a reduction in REVPAR.
ONLINE HOTEL REPUTATION AND IMPACT ON REVENUE
A hotel's reputation directly influences revenue and, for this reason, online reputation management is one of the consultancy activities carried out by EHMA, often together with revenue management for the same purpose.
The first impact of reputation is on brand positioning and the perception of the brand by guests.
The direct consequence is on rates: the better the brand positioning, the higher the rates on sale and thus the ADR. Consequently, the percentage occupancy and thus the overall REVPAR also increases.
Reputation management is one of the factors influencing the business life of the hotel.
The first impact of reputation is on brand positioning and the perception of the brand by guests.
The direct consequence is on rates: the better the brand positioning, the higher the rates on sale and thus the ADR. Consequently, the percentage occupancy and thus the overall REVPAR also increases.
Reputation management is one of the factors influencing the business life of the hotel.
EHMA'S SOLUTION TO MANAGE ONLINE REPUTATION
Managing online reputation means, first of all, knowing the channels through which people talk about the hotel and, if necessary, intervening by establishing a dialogue with the guest. OTAs are a primary channel of reviews for the hotel, as are social media.
Each review deserves an analysis, to understand what the guest wanted to communicate, and a response to communicate to the guest the hotel's sensitivity to the communication made.
A bad review is often not a rebuttal, but a signal that there are important areas of improvement for our guests.
EHMA's team of specialists supports the hotel staff in day-to-day management through training as well as operational interventions, with clear objectives and timely monitoring of achievements.
Each review deserves an analysis, to understand what the guest wanted to communicate, and a response to communicate to the guest the hotel's sensitivity to the communication made.
A bad review is often not a rebuttal, but a signal that there are important areas of improvement for our guests.
EHMA's team of specialists supports the hotel staff in day-to-day management through training as well as operational interventions, with clear objectives and timely monitoring of achievements.
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EHMA - Hotel Investments and Solutions