5 Key Trends in Online Reputation Management for Hotels

March 8th 2012!

5 Key Trends in Online Reputation Management for Hotels!

March 8th, 2012!

March 8th 2012!

•  Founded in October 2008, ReviewPro is based in Barcelona and has a team of nearly 60 people!

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About The Company

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5 Key Trends in Online Reputation Management

1.  Online indexes will become the leading barometer for guest satisfaction benchmarking "

2.  The impact of social analytics will play a key role in revenue management!

3.  The social web will allow for turning insight into action across the entire organization!

4.  Short-format & mobile reviews will become increasingly important!

5.  Hoteliers will realize that it is one thing to “join the gym” and another thing to “get into shape”!

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The key driver for your business

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Unparalled universe of data

REPORTING! ALERTS! ONLINE TOOL!

Global Review IndexTM!

Semantic Analysis!

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Up to 20% of the variable salary of our directors is now determined on the position of the hotel in online review rankings. The idea is to incentivize that the hotels are always in the top three positions in the market they compete in.!

Gabriel Escarrer Jaume, CEO, Meliá Hotels International(in Expansion.com) !

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The GRI as a leading industry benchmark

“"

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1.  Online indexes will become the leading barometer for guest satisfaction benchmarking !

2.  The impact of social analytics will play a key role in revenue management"




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Your ORM has a direct impact on revenue

“" A 1-point increase in a review score equates to a 9% increase in average daily rate.!Brian Ferguson, Expedia"

“"Guests are willing to pay 38% more for hotels whose online reviews indicate top-level service !comScore"

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1.  Maximizing ADR!

2.  Optimizing online distribution revenue!

3.  Increasing conversion rates on your own website!

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Three ways your online reputation influences revenue

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•  Some of our chain customers use the following approach:!–  Export the Global Review IndexTM (GRITM) for each hotel from

ReviewPro !–  Cross-reference GRITM with each hotelʼs ADR data!–  Identify potential price increases!

• Monitoring guest response has proven that people are prepared to pay a higher price for excellence in service!

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Maximizing ADR

ADR

GRI

x x x

x

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•  Source Indexes to identify opportunities to optimize online distribution strategy!

• Competitive analysis helps identify opportunities where a small effort can lead significant increases in online distribution revenue!

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Optimizing online distribution revenue

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• ReviewPro Quality Seal and review publishing feed increase trust and help increase conversion rates!

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Increasing conversion rates

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3.  The social web will allow for turning insight into action across the entire organization"



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Product improvement

Our overall ratings improved considerably after we implemented these measures.!

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" """- Ricardo Samaan, Olivia Plaza Hotel"

•  Used semantic analysis to improve breakfast offering!

•  Significantly reduced the number of negative reviews and comments!

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Managing improvement within the organization

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• CitizenM hotels share the monthly reports with their entire team by hanging them up in the staff room!

•  Small competitions between the hotels ensure everyone is aware of online reputation!

Share feedback throughout the organization

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4.  Short-format & mobile reviews will become increasingly important"


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Customer Service: Corinthia Hotels

• Use their Twitter account to provide service to their guests!

“"Weʼre turning negatives into positives. Weʼre transparent in reacting to issues in front of everyone. That helps our customers trust us.!

Jason Potter, Corinthia Hotels!

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5.  Hoteliers will realize that it is one thing to “join the gym” and another thing to “get into shape”"

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•  The leading hotel organizations are:!–  Establishing clear goals for GMʼs and other employees!–  Leveraging opportunity across multiple departments!–  Including ORM as part of their regular reporting processes!

• ReviewPro porvides on-going support!–  Guides and case studies!–  Introduction training for all users!–  Special client webinars on latest trends

and best practices!

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ORM requires continuous work

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Contact

R.J. Friedlander"CEO!!!

[email protected]!Twitter: @rjfriedlander!Skype: rjfbcn!Mobile: +34 610 459 003!Website: www.reviewpro.com!

Stop by our stand: !Hall 7.1c (eTravel World), Stand 111"

5 Key Trends in Online Reputation Management for Hotels

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