How to increase guest satisfaction and keep a hotel's reputation high? To achieve this goal, the management of online reviews plays a key role. In this article, we will see what digital tools to use to keep an eye on customer feedback and make critical issues the strengths of the establishment.
To evaluate the features and functionality of software to be adopted within your business, we will look at the solution proposed by Spotty Wi-Fi and the benefits that can be achieved through the use of a single, innovative tool.
With Reputation Mood, managers of individual properties or entire hotel chains have the ability to collect and monitor all the feedback that guests post on different online portals. It is an all-in-one solution that allows guests' comments and reviews to be displayed on a single screen, to send a response to each one, and to monitor reputation trends thanks to a simple and user-friendly graphical interface.
This will make it easy to identify the weaknesses that have emerged, improve customer satisfaction, and collect more and more positive reviews.
Reputation Mood: features and benefits
The ability to aggregate the various reviews posted on different portals and respond directly without leaving the platform makes this tool a valuable "ally" for hoteliers.
In addition to these basic functionalities, the tool provides multiple ways of using it that are intended to support hoteliers in analyzing the data collected, providing useful suggestions on what steps they can take to make their property competitive and attractive.
By accessing the dashboard, it is possible to get an overview of all the analysis screens. By consulting the menu on the left, the user can perform his or her own searches by applying specific filters so as to view:
- the most frequent reviews, issues, and discussions;
- The most frequently used keywords;
- KPIs (Key Performance Indicators) on response rates;
- competitor positioning.
In addition, thanks to a recent update, the new version of Reputation Mood provides multi-structure management, a very useful feature for hotel chain managers, as it allows them to have all the reputation data for each individual structure on a single screen. This simple and immediate visualization allows for careful and detailed analysis.
In order to make visible the level of satisfaction of its guests on the accommodation facility's website, the system offers the possibility of inserting a widget on any page of the site, with the aim of increasing the trust of surfers and, consequently, conversions, thanks to the reviews of guests who have enjoyed the proposed accommodation offer.
With the widget, in fact, the percentage of customer satisfaction, as well as the total number of reviews received, will be prominently displayed on the hotel's website, so as to entice and retain new potential customers to choose your establishment.
