Online reputation management: Reputation Scorecards

Reputation Scorecards are a new service for the hotel industry, tracking a hotel's performance in guest satisfaction based on the Global Review Index™ (GRI), a general online reputation score taking into account ratings from online reviews across over 100 different online travel agencies and review sites worldwide. sources:http://www.reviewpro.com/reputation-scorecard

How does it compare to Trip Advisor Certificate of Excellence?
Reputation Scorecards are based on ratings from online reviews from different websites while Tripadvisor's Certificate of Excellence is based on reviews from Tripadvisor website only.

Which is more important to a hotel, why?
Reputation Scorecards seem to be more important because the reviews gathered to measure a hotel's performance are from a larger sources, more than 100 OTAs and websites.

The Sherry Netherland Hotel NYC

- There is no quality score or certificate of excellence on the hotel's website
- We can find the guest review directly on the website, they represent like interactive chat program.
- They respond to their guest comment, especially the guest who are not satisfied
- The explanation of the response is good.


Casablanca Hotel

- Quality score and certificate of excellence is presented on their website.
- There is a space on the site that allow their guest to left their comment and it link directly to tripadvisor.
- they participated to guest's comment.
- they response very well to their guest, they are really professional and know how to respond to guest who are not happy with their stay.  They are really concern with the customers guest, they said" Because of your comment, we are changing the name of the room to the Cozy Petite Room to ensure that anyone who might prefer more space understand that they should consider a larger room."

Hotel giraffe

- On the hotel website, there are Tripadvisor's Certificate of Excellence and
the link to Tripadvisor.com for writing and reading reviews.The reviews presenting on the website are the most recent ones
from Tripadvisor.
- Tripadvisor: Ranked #5 of 446 hotels in New York + Certificate of Excellence 2013
- Response to guest reviews on Tripadvisor by the hotel's General Manager: the response is perfect.
There is an emphacize on the hotel's good points first and then giving apologies with sincerity plus encouraging clients
to come back.

THE LIBRARY HOTEL

- On the hotel website, there are Tripadvisor's Certificate of Excellence and
the link to Tripadvisor.com for writing and reading reviews.
The reviews presenting on the website are the most recent ones
from Tripadvisor.
- Tripadvisor: Ranked #3 of 446 hotels in New York + Certificate of Excellence 2013
- Expedia.com: Rated 4 stars out of 5; 99% customers recommend
- Google Plus: 4.3 stars with 97 reviews
- No response to guest reviews on Tripadvisor

The Bryant Park Hotel

 

- No certification or reviews on the hotels website
- Ranked #8 of 446 hotels in New York City with Certicate of Excellence 2013
- Response to guest reviews on Tripafvisor by Director of Front Office and Guest Services

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Hotel Reputation Management

What is Hotel Reputation Management??

Reputation management is a management tool that allows the company or hotel to know the public's views and the public’s opinions of a company.  For example, the hotels are able to know what their customers feel, they are satisfied or not with the services.  As the result, the hotels can improve and transform their weakness to become the positive outcome.  A reputation management services agency can build your new companies reputation from scratch, or maintain an already established company’s good reputation, or hide a bad reputation with positive marketing and self-promotion strategies.

Why is it important to a hotel?

Placed to the customers’ position, before we decide to book a hotel it’s obvious that we have to review from the others experiences on the website (of course internet is the easiest way to check the review).
We can’t deny that the guest’s review on internet impact directly to hotel’s reputation and hotel’s revenue.  The hotel must know how to react the customers’ comment on the internet, in the negative case, the hotel have to handle and then change the bad situation to become a good one in order to impress their guest maximum.
Thus, it is very important to the hotel because it help the hotel improve themselves from the customers’ point of views.

What services do the Reputation Management companies offer to a hotel?

The Reputation Management agencies such as trustyou and reviewpro offer the services by the following;

1. Analytical tools or monitoring tools that allow the hoteliers know everything about what the customers said to them from the various website such as tripadvisor, yelp, facebook, etc.

2. Hotel marketing tools that help boost in site SEO and conversions.

3. Online Guest satisfaction surveys.

Sources
http://thinkbiggolocal.com/reputation-management-what-it-is-and-why-you-need-it/
http://www.trustyou.com/
http://www.reviewpro.com/press-release-sol-melia-announces-strategic-partnership-with-reviewpro-to-manage-the-groups-online-r-558

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