How do I know how my hotel is doing?
The ReviewPro Dashboard includes your total number of reviews (positive/negative/neutral), Semantic Analysis Score, Management Response Score, and GRI Score that indicates the cumulative score from all online reviews. Monthly Executive Summary reports are also sent to registered users which show a concise & current overview of the most relevant indicators and analysis for your hotel as it pertains to online reputation. Your customized comp set is also featured, allowing you to compare results for specific areas, time periods, and key words using a filtering device.
Who should use the Consumer Review Dashboard at my hotel?
Access to the Online Reputation Management Tool should be controlled at a senior level, but because the IQA program is designed to help management maintain and improve customer satisfaction, you may wish to provide access to key department heads in Rooms, Food & Beverage, Maintenance, as well as to a Social Media or Marketing Manager who is responsible for responding to posted comments and engaging with current and potential guests.
What if I want to respond to a review or comment?
ReviewPro users now have the ability to respond to Google & Booking.com reviews online without leaving the ReviewPro platform. This can be achieved by activating the API-integration between Review Pro and Google/Booking.com. Reviews from all other sites will have a “Respond to Review” option which will prompt you to login and respond directly from that site.
Can this tool help me to market my hotel to consumers?
Through IQA’s Online Reputation Management Tool, you will be able to respond in a timely manner to situations that could impact business, determine your ranking among your competitors, identify consumer needs and expectations, and as a result, take advantage of new media, develop targeted campaigns, and create revenue generating opportunities.
What training is there available?
ReviewPro created a customized training specific to Preferred Hotels & Resorts online reputation management which can be found on Preferrednet.net here. This training is available in English, French, Spanish, Italian, and Chinese. Additionally, we provide monthly webinars in multiple languages and time zones based on current and relevant topics to help you with get the most out of this tool. Sign up for the next webinar here.