Quelles sont les principales plateformes de commentaires et d’avis des clients pour l’industrie hôtelière ?

Online presence is vital. It not only gives you higher volume of feedback, you can also keep checking rating . They play vital role reputation of business It's important to be proactive and need to be constant engaged

Straight to the point, the major platform for hotels to get feedback and generate engagement is via booking.com, trip advisor and social media handles. Direct communication on the property and emails work as well but the aforementioned have large numbers of clientele for such services.

In my observation and experience, looking at the evolution of the guest habit and approach, visibility is essential , people have tendency to forget or to be distracted fast by so many different online information and marketing , be visible , be active , informations are not always objective but gives you an “”idea “ what to improve or to implement

The restaurant industry has witnessed a huge shift towards digital engagement in the last few years. 41% of the average restaurant’s revenue is now generated through digital channels like mobile apps, aggregators, and websites. So if you’re not embracing digitalization, you’re leaving money on the table. There are three main strategies to increase restaurant sales: Attract new customers Get customers to come back more often Increase how much customers spend per order With online orders growing 300% faster than dine-in since 2014, it’s clear that the biggest opportunity for growth is digital. Restaurant owners need to double down on their digitalization efforts to improve in these three areas and ultimately increase restaurant sales.

Completely agree! One key addition: ensure your responses to reviews are genuine and helpful, not formulaic. This authenticity matters to guests and shows you take their experience seriously.

Social media gives restaurants a powerful tool to increase their visibility and build brand awareness. Through visually appealing posts, engaging content, strategic hashtags, and influencer marketing, restaurants can reach a broader audience and make a lasting impression on potential customers.

I fully agree with the statement above. Consumers are looking on visuals, consumers are explorers. Make sure you have uploaded professional pictures, videos and reels on your social media channels and you have a story to tell. A story which makes you proud, a story your product stands for and especially sets you apart from others in your market place.

The top guest feedback and review platforms on social media for the hospitality industry include but not limited to TripAdvisor, Google Reviews,These platforms offer valuable insights into customer experiences and can greatly influence potential guests' decisions.

Social media platforms also play a vital role in the hospitality industry for gathering feedback and reviews. These are influential channels where guests share their feedback which is key to the hospitality industry to measure its presence and processes.

Social medial is like "paralel world" for our real life, with social media we can get unlimited parameters of each individual.

These are different from generic feedback and can help you getting specific answers from your users, you can again disect your hotel reputations to departmental reputation and also gives you chance to interact with user one on one.

Its a great tool to improve services and eventually have more ties with existing and potential clients the most important is to spot a challenge while guests are inhouse so solutions can be found and satisfaction is meet

Spot on! I suggest offering a small incentive (e.g., a discount or loyalty points) for survey completion. This boosts responses and reinforces the value you place on guest input.

Surveys are indispensable for gaining structured insights! 1) Design - Tailor questions to extract clear, actionable data from different areas of your service. 2) Analyze - Identify trends to inform strategic improvements in your operations. 3) Personalize - Use survey responses to customize follow-ups, enhancing guest loyalty and satisfaction. Keeping surveys concise and actionable encourages participation and ultimately drives better service and guest experiences.

Always strive to create memorable moments by guessing with basic three behaviors:- Start at heart. Elevate your craft. Be you.

Feedback kiosks are a brilliant touchpoint for real-time guest insights! 1) Accessibility - Place kiosks strategically to capture feedback from all guest demographics. 2) Immediate Action - Address concerns on-the-spot, enhancing guest satisfaction during their stay. 3) Inclusive - Gather insights from guests who might not engage online post-stay. By encouraging on-site feedback, you not only improve service immediately but also enhance overall guest experiences.

That is a great way of getting the real aspect of how people feel and you can see how things can change and to be made more comfortable and exceptable..

it offers hospitality businesses valuable insights into guest experiences, allowing them to identify areas for improvement, while some clients feel bothered to share it with you directly. Also it maintains high standards of service .

Feedback kiosks in the hospitality industry are crucial because they offer a direct channel for customers to express their thoughts and concerns. These kiosks provide a convenient and anonymous way for guests to share feedback, allowing businesses to gather valuable insights into their service quality, identify areas for improvement, and ultimately enhance the overall guest experience. By promptly addressing issues raised through feedback kiosks, hotels and restaurants can demonstrate their commitment to customer satisfaction, build trust, and foster loyalty.

Establishments should view review tools as assets, not adversaries. These tools help monitor improvements and refine guest experiences by offering insights into effective communication and highlighting management areas needing attention. An active presence on review platforms ensures that establishments meet guest expectations. While an online presence can attract interest, Google reviews often become the critical step for potential customers influenced by social media. Customers trust the authenticity of numerous reviews over the potentially biased portrayal by influencers or selective camera angles. Public opinion remains crucial in guiding guests' choices for their outings, reinforcing the value of genuine customer feedback.

Reputation Management systems are great tools to analyze guest feedback and help improve service quality and standards. Review Pro, Revinate, Trust You and several other generic platforms help drive guest satisfaction surveys and reviews while larger brands such as IHG, Hilton and Accor use a dedicated software within the brand. These tools are highly informative and help train staff, fix problems, know your market specifics and measure your success within a specific brand or with your competitors. As a hotelier, I start and end my day with reading and monitoring guest feedback as this is a key area to drive success within our teams.

Invest in guest feedback management software like, Reva, Medallia, ReviewPro, or TrustYou to streamline the collection, analysis, and response to guest feedback. These platforms offer features such as sentiment analysis, trend tracking, and automated workflows to enhance guest satisfaction and loyalty.

The tracking of this data is crucial and the tool is only as good as your commitment to using it every day. Choose carefully what will work best for your property while allowing you to easily benchmark against the industry.

One often overlooked feature in these systems is sentiment analysis. This can help identify the underlying emotion and tone behind guest feedback, providing a deeper understanding.

There are so many platforms which support companies in collecting reviews from different sources; most of them allow you to get separated scores for each department/area which provide you an amazing source of info to work on in the future such adjust, modify or build up new management strategies. In my opinion, they are a great investment that companies must do for improving managerial decisions.

By using reputation services, hotel can easily understand in one platform a comprehensive overview of our guests' perceptions. This maintains a balance online presence.

Yes, these can be invaluable! Consider services that offer alerts for new negative reviews. This allows for a swift and appropriate response, greatly improving a guest's perception.

In today's time guest can review you at various platforms and its important that you read and reply each one of them. Hence need of such a tool is important.

There are systems that can give live feedback for in house guests , this should be the ideal where there is immediate feedback and compliant / appreciation reply from the hotel . Today people need instant gratification so the faster the reaction speed the better .

I'd emphasize the importance of collecting feedback and making it actionable. Track trends, share insights across your team, and regularly implement changes based on what your guests tell you.

Eu gosto muito da Qualtrics! Melhorou muito com os anos e desbancou outros líderes do marcado e hoje lidera comunidades, estudos, eventos e tendências. Mas, além de capturar a voz do cliente é muito importante comparar esses dados com a percepção do colaborador sobre a experiência do cliente, além de combater a dispersão de dados, plataformas que integram e combinam diferentes análises (financeiras, estratégicas, VoC, etc) são a melhor opção, como a Salesforce por exemplo.

Face to Face feedback is always best if you have the opportunity. "Can you come here boy, my breakfast is cold" You take it more seriously. "Thank you madam for your brillaint service tonight" Whether the feedback is good or bad it works. "I have been coming to your Hotel for 50 years because you always get things right" It can put a smile on your face. "Are you the Hotel Manager, I would like to talk to you for a minute" It makes you concentrate on the real issues. "I spend millions of pounds a year with my company and your Hotel brand. You need to improve things" And really focus on hidden issues that clearly need to be solved. There will always be a place for electronic, or paper, but face to face is always best.

Me gustaría resaltar la importancia de las encuestas de satisfacción ya sea digitales o impresas, las quejas siempre son nuevas oportunidades de hacer mejor las cosas así que no te preocupes, mejor ocúpate.

To gain insight into reviews vegan and vegetarian guests are leaving, I recommend visiting the Happy Cow website or app to discover if your restaurant or hotel is listed there and what this niche market is saying about your business. Vegans and vegetarians often review on this leading veg friendly travel site so that they can provide feedback specific to their community. If your business is not listed there, you can create a listing. This is a bonus marketing opportunity for you if your business is veg friendly.