Guest feedback can be utilized to better understand and improve the guest experience in a variety of ways. Guests can contact you via SMS or fill out short in-stay questionnaires to check in with you while they’re still on site. This form of feedback allows hoteliers to address issues and give service recovery before a client checks out, resulting in much higher guest satisfaction.
There are numerous ways in which you access guest feedback, however most of those ways are very time-consuming and do not analyze the feedback for you. There are existing tools that, with the use of algorithms, have the ability to collect what guests are saying about your property and put it into a summarized report for you.
Guest Satisfaction Surveys as a Tool
Guest satisfaction surveys are a tool for hoteliers to measure satisfaction and gather feedback on the level of satisfaction of their guests. They can be used during or post stay, and can focus on general satisfaction or drill down into specific aspects of the guest stay. They allow hoteliers to gather the insights they need to understand and improve the guest experience. You can also use them to direct fresh and verified reviews to specific OTAs with review collection programme.
Online Reputation Management as a Tool
Online reputation management for hotels is the active practice of monitoring and improving upon what guests are saying about your property in online reviews on OTAs and review websites. Since there are a huge volume of reviews, in multiple languages, the sheer amount of data means that most properties today implement online reputation management software. The hotel then gets to see their data on specific dashboards, with KPIs and a clear idea of which areas they can improve on in order to improve the guest stay, and in turn improve their future online reputation.