2. Analysis :comments are so different... Positive points
Location Nice hotel recently refurbished Staff is friendly and
helpfu l Negative points Small rooms Breakfast expensive and not
very good Concierge is not present enough Lack of communication
between the services (housekeeping, breakfast in the room... Small
fitness center 3. The hotel publishes articles from magazines 4.
What can be improved ? Many guests think thatthe communication
between the departments could be better - Breakfast in room at
10:30 instead of 10:00 - Mistakes in housekeeping requests -Dinner
reservation mistakes... The breakfast is very often criticised, the
quality as well as the service : staff not smily, not fresh, small
quantity, too expensive. 5. What can be improved ? The Hotel de
Sers is a 5 star hotel, and yet the comments are not regular and
can be the best and the worst :-> the service is not regular
over the time and differs from one guest to another. The hotel team
should behave exactly the same with all the guests, and try to keep
the same quality on the long term -> the team should be more
careful with small details that sometimes seems to be neglected. 6.
How to use the review comments for customer engagement Gather
positive impressions thanks to a review tool Answer people and
thank them on the websites,When people check out, invite them to
write a comment in a book in which you register guest's comments
and ask them if you can publish it on your website 7. How to
capitalize on positive impression Gather positive impressions
thanks to a review tool Answer people and thank them on the
websites Use them as quotations on your website,
facebook/twitter/social network pages -> people highly value and
are influenced by other guest's impressions Print them and show
them to the employees, it will encourage and motivate them 8. How
to correct negative impression of the hotel Track negative
impressions with a review tool Answer to people whose comments were
negative on the websites to show that you are involved and care
about what guests think Try to find where it comes from (employees
behaviour ? Quality of food ? Lack of communication ? Not enough
staff ?...) Communicate internally about them, Make every employee
aware of negative comments Create periodic objectives to correct
somme recurrent negative comments : Ex: In September, improve the
breakfast service
