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For hotels, online reputation management starts on property
“How is everything going with your stay?” the doorman asked as I waited for a taxi. “Oh, fine,” I said automatically. But wait—it wasn’t fine. The hotel had lost my reservation, and my room had been...
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Free Webinar: Reputation Management Essentials for Hotels
As part of my new collaboration with ReviewPro, Josiah Mackenzie and I are teaming up to deliver a free webinar this Thursday: Reputation Management Essentials for Hotels. We’ll help you help you sift...
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For hotels, winning at the reputation management game means taking a team...
Whether you work for an independent hotel or a large group, feedback from guests is likely coming in fast and furious—from review sites, online travel agencies and social networks. Managing reputation...
View ArticleLove this! A spoof of social media start-ups from Vooza
Sometimes we in the social media world take ourselves just a bit too seriously. A brilliant satire like this video brings us down to earth, reminding us that as interesting and innovative as our...
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Social never sleeps: How to use social networks to drive higher guest...
The hotel industry has always been service oriented, but social media has made things more complex and labor-intensive by creating new customer service channels. As more travelers log on to social...
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TripAdvisor for Business Update – Things You Need to Know
Orlando, Florida, home to dozens of rollercoasters, seemed a fitting setting for TripAdvisor's most recent master class given the disruptive impact online reviews have had on the travel industry in...
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Results from TripAdvisor’s Industry Index Survey
Lots of news coming from TripAdvisor these days. Last week I shared the latest developments at TripAdvisor for Business for hotels and travel companies. Today, on the heels of announcing that the site...
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Destination Reputation Management: Is Mexico Safe?
Whether it’s terrorism in Mumbai, SARS in Toronto or political uprisings in the Middle East, health and safety concerns can cause serious harm to the local tourism industry, sometimes far greater than...
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From Pricing Complaints to Personal Attacks: How to Respond to Challenging...
Responding to online reviews has become routine for many hoteliers, and yet every once in a while a real zinger comes along that makes you catch your breath and clench your fists. How should you...
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Beyond Vanity Metrics: Measuring ROI in Social Media
It’s that time of year again when hotel marketers are in the hot seat, trying to justify the money they’ve requested in next year’s budget. And no line item is more contentious than social media. “You...
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Introducing Reknown
If you have been following this blog for a while, you know that I launched it way back in the swinging sixties of internet years, 2006, when I was general manager of Opus Hotel. After I left Opus to...
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If your hotel ranks top on TripAdvisor, are you not charging enough?
This question has come up several times in recent conversations, and I find it so intriguing I thought I’d investigate. At its root is a rather mercenary idea: if guests are that thrilled with your...
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Should hotels ask guests for reviews?
Recently I asked a few of my contacts in the hotel industry two questions. Last week I published their answers to the first, “If a hotel ranks top on TripAdvisor, is it not charging enough?”. This week...
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Free Webinar: Reputation Drives Revenue – How Traveler Reviews Affect Hotel...
I’m excited about the next webinar I’ll be hosting with ReviewPro on October 30. We’ll be discussing ground-breaking research from Cornell’s Center for Hospitality Research that highlights the...
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How Meliá Hotels International Uses Review Analytics to Make Better Revenue...
Revenue management has always been a bit of a guessing game for hotels, involving competitive analysis, historic actuals, forecasts and intuition. But we don’t really know if travelers will buy until...
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Taking Ownership of Reputation
No one has a higher stake in the reputation of hotels than ownership, so how closely are owners paying attention to online reviews and ratings? Very closely, for some. When I was a general manager,...
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Review us, like us, follow us – it’s your choice
As more travelers make review sites and social networks a compulsory stop on the road to trip decisions, hotels and travel businesses are making efforts to enhance their presence by stockpiling...
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How to Generate More Reviews, Followers and Engagement on the Social Web
So you just want to be liked? You’re not alone. Hotels are discovering that the old maxim “If you build it, they will come” doesn’t necessarily apply to social networks. Consumers, bombarded by...
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Webinar – Visual Storytelling
Happy New Year, folks! I’m excited to be collaborating with VFM Leonardo once again to bring you another free webinar on the theme of Social Media and Storytelling. This one is about Visual...
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How to Manage Review Blackmail
I’ve written about Social Media Coercion and Social Media Ambush in the past, and it continues to be a hot topic. Whether engaging in a bit of harmless social media strong-arming or outright blackmail,...
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