How to Make Your Hotel StaffWork for Guest Reviews

REVIEWS MATTERTravelers are 3.9 times more likely to choose a hotel that has a higher review score than another if prices are the same.

76%

76% of travelers stated they would pay more to stay in a hotel that had a higher review score.

The more positive reviews a hotel has, the more business it will generate.

HOW TO GENERATE MORE POSITIVE REVIEWS?

I. Focus on the Experience to Turn Guests into Advocates for Your Hotel• Create a delightful guest experience at every touch point

• Encourage your team to go the extra mile and delight the guest

• Delighted guests are much more likely to become advocates compared to merely satisfied guests

II. Create a Hotel Culture Focused on Achieving Guest Delight

In 6 Simple Steps

Step 1: Define the Guest Experience

Make every aspect of the guest experience expectation clear to your staff - from how you want the guest to feel when they interact with the front desk to how you want them to react when they first see their room!

Step 2: Ensure the Message Is Understood

Make sure everyone in your hotel, whether or not you think they are directly related to the guest experience, is clear about your vision.

Step 3: Provide Training

Training your staff, and retraining them is crucial to ensure that your vision sees the light of the day. Otherwise, it will remain only a manifesto.

Step 4: Lead by ExampleFor your customer-centric culture to be truly adopted and internalized by your employees, make sure you set an example, encourage proactive staff and regularly correct the members who are falling behind.

Step 5: Praise Your StaffThe more you acknowledge their hard work in creating an amazing guest experience, the harder they will work to create an even more delightful experience for your guests.

Step 6: Incentivize ThemTo make sure that review generation is an ongoing activity and not just a one-off initiative, you need to keep motivating your staff with incentives and driving them to perform.

A guest-centric culture can help you get more reviews for your hotel.• The easiest way to increase the number of positive reviews for your

hotel is to ask delighted guests for them.

• Once you’ve created a guest-centric culture in your hotel, you’ve put you staff in a position in which they can confidently ask for reviews.

• Consider adopting innovative practices to encourage staff to ask the guests for reviews. For instance, the staff can video record happy guests’ feedback or ask them to pose for a ‘Guest of the Month’ selfie.