How is COVID-19 affecting my hotel’s reputation? Three tips to stay in control

The COVID-19 situation is having a serious effect on all areas
of hospitality. Unfortunately for many hoteliers, this has meant
partial or even full closure. For those that do remain open in the
midst of crisis or who are located in recovering areas of the
world, you will be asking yourselves – how is COVID-19
affecting my hotel’s reputation?

You can understand your guests’ experience at your hotel
during this time, and keep track of how the situation is evolving
by monitoring the feedback received via online reviews and guest
surveys. In this way you can limit damage, clear up uncertainties,
or thank guests for their support.

Here are three ways to use your reputation monitoring tools to stay
on top of COVID-19 mentions.

1. Detect and continuously monitor 

Semantic analysis is a tool that detects mentions of key
concepts within feedback (reviews or survey responses), and assigns
them as either positive or negative so hoteliers can understand the
impact of specific topics.

To help hoteliers understand the impact that COVID-19 is having
on online reputation, ReviewPro created the category ‘Medical
& Health
’ within the 
Semantic Analysis
tool. This detects concepts and synonyms in
17 languages related specifically to the Coronavirus (like
‘COVID-19’, ‘pandemic’, and ‘state of
emergency’). 

By filtering COVID-19 mentions and saving it as a view, you can
ensure that you quickly and clearly see the volume and sentiment
(positive or negative) of the reviews and survey responses that
include this topic. You can also schedule reports to
be sent to specific workgroups or people, so no mentions are
missed.

If you are a brand that is working across different areas of the
world, or across different parts of the same country, you can also
keep an eye on the development region by region. This allows you to
take a global view of where the situation is getting better or
worse according to feedback from your guests.

2. Respond professionally and quickly

As in any crisis, it’s important to know right away what
guests are saying and be able to follow up swiftly. To ensure you
stay informed, you can set alerts for specific concepts and receive
an email when they are mentioned. 


Responding to reviews
is priority whether positive or negative.
If your guests took the time to leave a positive comment, thank
them for their support and show appreciation. If your guest is
concerned about any aspect of their time at your hotel, ensure that
a senior member of staff takes the time to follow up and alleviate
any worries as quickly as possible. 

Remember that it is not only your guest, but thousands of
potential guests that will be looking to be able to regain trust
and confidence, ensure you stand out.

3. Proactively reach out with a survey

If surveys
are part of your guest experience management strategy, leverage
this tool to find out how clients felt during their stay: did they
feel well informed? Did they consider enough measures were taken?
Was their booking affected by COVID-19? These questions can help
you to adjust and improve your strategy or give you an opportunity
to apologize if the experience was negative. 

Keeping yourself and your staff well informed while staying in
touch with your guests is more important now than ever. If you
would like to speak to any of our team to ensure you have the right
tools and strategies in place, don’t hesitate to get in
touch.

Would you like to talk more about how to manage your hotel’s
reputation?

 

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How is COVID-19 affecting my hotel’s reputation? Three tips to
stay in control
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Source: FS – All-Hotels-Blogs
How is COVID-19 affecting my hotel’s reputation? Three tips to stay in control