Webinar: Managing GuestSatisfaction Surveys in the Age of Social Media

E-Reputation Management

Gabriel Ramirez Reyes

Guest feedback helps hotels:

Understand guests’ needs Identify strengths and areas for

improvement Engage guests

◦ Create dialogue◦ Build relationships

Increase◦ Guest satisfaction◦ Loyalty & advocacy◦ Revenue

The Virtous Circle of GuestFeedback

How to collect guest feedback?

Ask in person

Guest letters & emails

Comment cards

Mystery shoppers

Social Media

Online reviews

Guest surveys

Guest Surveys

Integrated processes Across MultipleChannels

Flexible

Semantic Analysis

Quick Deploy, Total Control

Actionable

Management Responses

GSS to Drive Online Reviews

Mobile!

60% of emails are opened on mobiledevice

40% of surveys are answered on mobiledevice and rising

Your survey should look good and workwell across devices:◦ Phones & tablets

◦ Portrait and landscape mode

Surveys to Understand GuestsSegments

In stay surveys MICE surveys Surveys for different segments Call centers scripts

Don’t audit guests, understand their

experience!

Analysing and Acting on Feedback!

Identifying patterns

Sharing Feedback with staff

Resolving issues: changes in policy and procedures