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Reputation Management
  Every business in every industry has its own unique needs and challenges. Because of this, the metrics that one business tracks will be different from those that are important to its neighbor, even if they’re operating in the same industry. For instance, a business with a strong company culture may be less focused on...
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Larry Mogelonsky, the founder of LMA Communications Inc., brings his rich history in marketing and hospitality to his work as a consultant for hospitality brands. He has been published approximately 2,000 times, including three books on hotel management: “Are You an Ostrich or a Llama?”, “Llamas Rule”, and “Hotel Llama.” He sat down to talk...
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  Reputation is important to any business in any industry, but it may be even more important to brands operating in hospitality. There’s a reason TripAdvisor and Yelp are such huge players in this field, and while 50 percent of consumers read reviews before choosing a restaurant, according to TripAdvisor an overwhelming 77 percent read them...
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  As we’ve covered throughout our series on reputation management, online reviews are now considered a crucial part of business success. Consumers treat online reviews as they would a recommendation from a trusted friend; 77 percent of travelers read reviews before they book a hotel and 50 percent of consumers read them before choosing a...
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  In our series on reputation management, we’ve covered some of the issues around online reviews — namely, why they’re so important in today’s hospitality industry, as well as some cringe-worthy examples of reputations gone awry and the financial impact of positive and negative online reviews. There is no denying that online reputation management is now...
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  Warren Buffett once said, “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” Why is reputation so important? A good reputation is what keeps customers coming through the door. A bad reputation, on the other hand, can cause deep damage...
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  Now more than ever, knowing what people are saying about your brand is integral to its success. We’ve talked extensively about the impact negative reviews can have on a hotel — most important, that 58 percent of travelers would “ignore a hotel, or cancel a booking, on the basis of a negative TripAdvisor review.”...
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  In an era where human activity is conducted as much online as it is in the real world, review websites are a critical component of the travel and hospitality industries. So, just how important are online reviews? Here are a few statistics to give you an idea. Don’t underestimate the number of people who are...
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Managing your hotel’s reputation is no easy task, especially in an age where online reviews enable guests to share their thoughts with thousands of other people in mere seconds. Thankfully, there is a solution: mobile guest engagement allows hotel staff to communicate with guests in the moment and resolve their concerns before they leave the...
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