If You List It They Will Come: A Hotelier’s Guide to Google My Business

Most people planning a vacation start with a Google search. That’s why you work so hard to optimize your search results placement with SEO strategies. And you should. But it’s not all you can be doing to make the platform work for you. Managing your Google My Business listing is an important step for staying competitive on the powerful search engine.

What it is

Google My Business is a free, online tool that allows you to control how your business appears across Google. A listing for your property, curated by you, appears on Google Maps and in the Knowledge Graph (the info-box on the righthand side) of search results. It’s like an online storefront. Users can see your property, and relevant information about it, before clicking onto your websitemaking your business more visible and more accessible to potential guests.

Where to start

The first step is to search for any existing listings for your business. While you may not have created one yourself, an unclaimed listing may exist—in which case you’ll need to claim it. Otherwise, visit the Google My Business page and click ‘Start Now.’ From there you’ll need to create an account, verify your business, and then begin managing your listing.

Managing your listing

Categories >> You’ll need to choose a primary category that represents what type of business you are. This helps Google list your business appropriately and gives you access to category-specific features. Hotel listings, for example, can add class-ratings and amenities to their entries. In addition to one primary category, you can choose up to nine others if appropriate for your business.

Business information >> This is obvious, but you’ll want to ensure all your business information is accurate and up-to-date. That includes things like your contact info and website URL as well as a description of your business. If you choose to upload a description (you should), it must be less than 750 characters and adhere to Google’s description guidelines.

Photo and video content >> Listings with photos experience 35% more clicks through to their website. So, don’t skip this step. Upload as many professionally shot photos that you need to tell your property’s story and inspire prospective guests. Within the bunch, you can identify a profile photo and cover photo so Google knows which ones you’d like to display first. Click here for Google’s full photo and video guidelines.

Reviews >> Google is always encouraging customers to leave reviews after visiting a business. It has turned the online juggernaut into the #1 review site in the world, and those reviews are included in your Google My Business listing. That’s a good thing because user feedback is significantly more trusted than traditional marketing. So make sure you are responding to these reviews as part of your reputation management strategy.

Updates >> Make listing updates a regular part of your management strategy. In addition to ensuring the accuracy of all information, and responding to reviews, you can post special offers and promotions directly on your listing. Keeping your Google My Business page fresh will help it stand out to potential guests.

Optimization >> Google My Business includes an analytics feature (called Insights) that allows you to understand how people are interacting with your listing. You can use it, for example, to determine how people are finding your listing, how many times they view it, and how often people ask for directions to your property.

Google My Business is a powerful marketing tool. Make sure you’re claiming and managing your listing to maximize its potential. And consider downloading the platform’s app to make the job as easy as possible.

A Busy Hotelier’s Guide to Maintaining Online Reputation

In our digital world, online reputation has never been more critical to a hotel’s success. Online reviews and ratings give consumers more confidence in their booking decisions than ever before; in fact, BrightLocal’s latest Local Consumer Review Survey found that 74 percent of consumers say positive reviews make them trust a business more.

Nurturing a positive online reputation is one of the most powerful marketing strategies any business can employ and most hotel operators consider online reviews important to the success of their business. During the peak season rush, however, it can be easy to lose focus on managing online reputation amid increased urgent demands brought on by high occupancy. But it’s during busy times — when service is prone to slip a little — that it is especially important to maintain a grip on what customers are saying about your property online.

For busy hoteliers, here’s our guide to maintaining online reputation at any time of the year.

Manage Guest Expectations

Avoid negative reviews (and time-consuming and potentially costly reputation repair efforts) by managing guest expectations from the outset. Property descriptions and images on your website, OTA listings, Google My Business listing and tourism association listings, etc. should paint an accurate picture of the stay experience you offer; overpromising only leads to disappointed guests and bad reviews.

Assess your property’s existing reviews and guest feedback to identify what guests love about your hotel and what disappoints them — and, if necessary, adjust your narrative accordingly. For example, if guests consistently complain about the size of your guestrooms, ensure that descriptions clearly state that your rooms are small (but cozy!). When your guests know what to expect they are much less likely to be disappointed.

Automate Monitoring

Keeping track of what people are saying about your property in such a boundless space as the Internet can be a time-consuming and inefficient task. Manually checking various review sites, OTA sites and social networking sites on a regular (ideally daily) basis is difficult to fit into a busy hotelier’s hectic schedule.

But this critically important task can be made quick and easy by setting up automated monitoring and reputation management tools to track all mentions of your property across the Internet. Google Alerts (a free service) allows you to set up an alert for any search term (for example, your property’s name), and then informs you whenever new content featuring the search term is published on a webpage. Social media management tools such as Hootsuite (free and paid versions) provide a single platform from which to monitor numerous social media channels for messages and mentions, as well as schedule posts, engage with followers and access analytics. Then there are powerful reputation management solutions like Revinate, which captures and brings together all your online reviews and social media mentions, and provides a single platform from which to manage your social media accounts, as well as access sentiment analytics.

Simple Surprises Delight

With the push toward personalized service across all hotel segments (not just luxury) to keep up with rising guest expectations, properties are striving to surprise and delight guests to increase customer loyalty and generate positive guest feedback on social media and review sites.

Personalizing the guest experience might seem like a complicated undertaking, but it doesn’t have to be. Modern hotel technology, including property management systems (PMS), customer relationship management (CRM) software and guest engagement solutions, makes it easy to track and use guest data to identify high-value guests and to personalize every guest’s stay with automated tools, from reservation pop-up notes to automated communications and request tracking.

Surprising and delighting guests doesn’t have to be expensive either. Think of simple gestures your property can implement to make guests feel valued. From handwritten welcome notes or welcome cookies placed in guestrooms, to free room upgrades or late check-out when possible, giving guests a little extra can go a long way with earning their loyalty and advocacy.

Automate Requests for Feedback

Every guest should be given the opportunity to provide feedback about their experience during and after their stay. Even negative comments are valuable to any property when they are warranted and highlight areas that can be improved.

While it’s important to check on guest satisfaction personally during a guest’s stay, the opportunity might not always present itself, for example, if a guest is away from the property for much of the time. Consider in-room tent cards encouraging the guest to let you know if anything can be done to improve their stay. Automated guest engagement solutions can help staff check in with in-house guests via messaging, and track and manage requests and complaints.

According to BrightLocal research, 50 percent of consumers will leave an online review if asked. A couple of days after a guest checks out they should be sent a post-stay email thanking them for staying and inviting them to leave a review online if they enjoyed their stay (providing a direct link from the email helps). Property management systems like WebRezPro allow you to set up automated customized emails or integrate with CRM solutions to streamline guest communications. PMS integrations with online reputation management systems automate the process of emailing guests post-stay surveys that can be published directly to TripAdvisor and Google at the property’s discretion.

Respond to Feedback

Apparently 87 percent of TripAdvisor users say that an appropriate management response to a negative review improves their impression of a property. Done right, management responses have the power to recover disappointed guests and your property’s reputation.

Genuine responses to reviews do take time (canned responses should be avoided) but it’s a critical part of online reputation management. Developing set guidelines on how to handle negative reviews — like Revinate’s Positive “Sandwich” Formula — can help focus and streamline this process.

While your property should aim to respond to all negative reviews (and in a timely manner), it’s not necessary to respond to all positive reviews. In fact, recent research from Cornell University implies that responding to more than 40 percent of reviews (repeating simple thank yous for positive reviews) has a detrimental effect — likely annoying review readers by distracting from the reviews themselves.

Analyze and Act on Feedback

Analyzing reviews and complaints for actionable opportunities for improvement — and implementing those improvements — are also time-consuming but necessary steps in reputation management. Online reputation management solutions like Revinate, however, can make this process much more efficient through sentiment analysis tools that analyze reviews and social media mentions to uncover specific areas of operation that need attention.

Actions speak louder than words. Nothing shows customers that you are listening to them and that you care about their experience more than acting on feedback by making operational improvements where warranted.

 

Maintaining a positive online reputation is key to a property’s success in our digital age. It’s so important not to drop the ball, especially during busy times. Managing guest expectations from the outset, implementing procedures for dealing with complaints and negative reviews, and utilizing modern software to automate processes — such as monitoring online mentions, service personalization, post-stay surveys and analytics — all helps to streamline this critical task on a daily basis, continuously strengthening your online reputation and bringing in more bookings.

 

How Hotels Can Make the Most of User-Generated Content

Thanks to the mobile Web and social media, travelers are sharing their travel experiences more than ever; in fact, one recent study found that 97 percent of millennials post to social media while traveling. That user-generated content (UGC) — the photos, tweets, posts and reviews travelers share on social media, review websites and blogs — is a marketing goldmine for lodging operators.

We know that online hotel reviews have a big influence on prospective guests and that’s because travelers tend to trust the recommendations of other travelers much more than expensive advertising campaigns. What’s more, owing to social media, UGC has never been more widespread.

It’s not difficult to see that positive UGC can be a powerful tool for increasing guest engagement and sales. Here’s how to make the most of it…

Promote Your Social Media Presence

It goes without saying that to make the most of UGC you must be present and active on social media channels — after all, to engage with guests online you need to frequent the channels they do. But Internetland is a big place, so make sure your customers can find you by promoting your Facebook page and Twitter handle on property (on business cards, signs in the lobby, in-room folders, etc.), on your website and in email communications.

Monitor Social Media Mentions

If a guest tags your property on social media correctly, their photo, tweet or post will appear on your own social media page, but if a guest does not tag your property correctly you won’t be notified and therefore miss the chance to engage with that guest.

To make the most of UGC, it’s important to catch those indirect mentions so that you can alleviate all negative feedback out there and amplify the positive. Social listening tools like those provided by Hootsuite and Revinate can help immensely by automatically scanning the Web — including social media, blogs, review sites and news sites — ensuring you don’t miss any chatter about your hotel. This is a great way to catch guest photos, compliments and even videos where your property was mentioned but not tagged correctly, and which you can then re-share on your own social media pages.

Encourage Guests to Share

Whether you ask them to or not, your guests are probably already generating some content about your property online because travelers love to share their travel experiences. But, the more, the better! Promoting your social media presence as mentioned above will encourage your guests to engage with you on those networks, but there’s even more you can do to motivate guests to share their experiences of your property online.

Special touches such as thoughtful in-room extras like cookies or rubber duckies can surprise guests and inspire them to share their delight on social media. You can be even more direct by setting up a fun “selfie station” with an irresistible backdrop, or run a social media campaign, asking guests to share photos or videos of your hotel. You can (but don’t have to) offer incentives like a free cocktail or appetizer, or a free stay for extra-special content. Create and promote a hashtag for your property, which will enable social media users to tag their posts with an easily searchable keyword that leads right to you.

In terms of online reviews posted to sites like TripAdvisor, never stop asking your guests for them — whether you automate requests for reviews via email or ask guests for reviews upon check-out.

Re-Share the Love

Amplify the reach of UGC by re-sharing, retweeting and liking positive comments, awesome reviews, guest photos and videos on social media (with credit to the creator), incorporating it into your own storytelling efforts.

From TripAdvisor reviews to Tweets to Instagram photos, you can even feature UGC directly on your website by embedding handpicked posts or social media feeds. Social hubs or social walls allow you to aggregate positive social posts using a designated hashtag into a single page on your website — or displayed on a screen in your lobby.

 

Encouraging and promoting UGC creates brand engagement and trust, and provides prospective customers with social proof that will convince them to book a stay.

 

 

Best Practices for Managing Your Online Hotel Reviews

Most lodging operators agree that hotel reviews play an important part in turning lookers into bookers — and there’s plenty of research to support that. A recent TripAdvisor® study revealed that more than half of travelers don’t want to book a hotel until they have read reviews, and 80 percent of travelers read at least six to 12 reviews before making a decision.

An even more recent survey by market research company GfK for the UK government’s Competition & Markets Authority shows that 54 percent of adults used online reviews to get product or service information. If you take the less-digitally-engaged over-55 age group out of the equation, that number is 61 percent. The survey also showed that consumers are most influenced by reviews in the travel and hotels sector, when it comes to making a purchase.

It’s clear that online reviews are an important part of the decision-making process for travelers choosing accommodation and, therefore, lodging operators should be accumulating reviews and making them readily available to travelers online.

Because lodging operators are extremely busy people, we’ve put together a quick guide to the best practices for managing online reviews.

1. ASK guests for online reviews

Amassing reviews is not only great for boosting online visibility, but TripAdvisor says that the quantity and frequency of your TripAdvisor reviews influences your TripAdvisor Popularity Index ranking — in part because the more reviews your property has, the more the good reviews will outweigh the bad.

Whether your front desk staff invite guests to review your property upon check-out, or post-stay surveys are emailed to guests, every single guest should be asked to share feedback about their stay. Be genuine, not pushy, with a simple request like, “We hope you enjoyed your stay with us and welcome you to share your experience by completing this short survey / reviewing us on TripAdvisor. Your feedback is much appreciated!”

TripAdvisor’s Review Express — a free review collection tool for all types of properties — apparently boosts a hotel’s review volume on TripAdvisor by an average of 33 percent. Other automated solutions include guest relationship management systems like Cendyn and Revinate that integrate with property management systems to power targeted guest communications, including customized post-stay surveys that can be submitted directly to TripAdvisor. Revinate found that participating properties increased review volume by an average of 409% and saw an average 15% increase in TripAdvisor popularity ranking in just three months.

For more tips on getting online reviews, check out our post that focuses on just that.

2. MONITOR review sites

Monitoring online reviews and social media mentions is fundamental to managing your online reputation, giving you the chance to make good with dissatisfied customers and, therefore, improving your rating on review sites and OTAs.

You can check in with the most influential review sites and your social media accounts manually on a regular basis, but employing a social listening tool like Google Alerts or Hootsuite, or an online reputation management system like Revinate, will save you a lot of time and ensure you don’t miss a word of what people are saying about your property.

3. RESPOND appropriately 

According to TripAdvisor, 87 percent of TripAdvisor users agree that an appropriate management response to a negative review improves their impression of the property, and 62 percent agree that seeing hotel management responses to reviews generally “makes me more likely to book it (versus a comparable hotel that didn’t respond to travelers).”

The message is clear: properties that respond to reviews engage travelers more than properties that don’t. Management responses provide the opportunity to recover unhappy guests and your reputation as well as show travelers that you care about your guests.

The trick is responding to negative reviews in the right way; 70 percent of TripAdvisor users agree that an aggressive/defensive management response to a bad review makes them less likely to book that hotel. Accept feedback graciously. For some guidance, check out our post on how to handle negative reviews. Most reviews contain a mix of positive and negative comments and Revinate’s Positive “Sandwich” Formula is a great method for responding to those.

4. ACT on feedback

A sure-fire way to increase positive reviews is to listen to your guests. What complaints keep coming up? Analyse constructive criticism and make improvements where warranted.

Making hoteliers’ lives easier, online reputation management software provides a complete view of guest feedback through reporting and data analysis of private surveys, online reviews and social media mentions to help identify consistent issues and improve service and operations.

In summary, hotels should enthusiastically encourage public, online reviews because most travelers won’t book a stay without reading them. Don’t be afraid of negative feedback going public; guests are just as inclined to write reviews about great experiences as they are about the not so great. Ultimately, your property’s reputation depends on how you deal with a negative comment, rather than the comment itself.

Once those reviews are coming in, you can help spread the word of your guests by including a TripAdvisor widget on your website, and by sharing positive reviews on social media. Be transparent and watch your occupancy soar!

The Dos and Don’ts of Handling Negative Reviews

So you’ve used your social listening tools and come across some stellar reviews for your hotel. But just as you are mid back pat, there it is: the negative review, looming like a dark shadow. For those of us who pour our soul into our work, this can be as painful as a dagger in the heart. But how much do online reviews matter? According to research, nearly half of travelers use online hotel reviews to decide where to stay.

It’s essential that you manage your hotel’s online reputation by learning how to react to negative online reviews. But as with all criticism, use this as an opportunity to grow. And as you will see, this can even be an opportunity to promote your hotel. So take a deep breath and read on for the dos and don’ts of negative reviews.

The DON’Ts of Negative Reviews

Don’t Take It Personally – The first rule of criticism is to not take anything personally. That doesn’t mean shrugging off the criticism with an air of superiority. It just means taking a deep breath and looking at the criticism objectively.

Don’t React Right Away – Probably the worst thing to do is to reply to a review in the heat of the moment, especially if you are feeling emotional as that could lead to review rage. Every public move you make is a reflection of your hotel, leaving a negative or positive impression on potential guests reading your review. You have probably seen reactive responses from management on reviews and it never looks good even if the hotel is in the right.

Don’t Fine or Sue Your Guests – Have you heard about the New York hotel that, on their website, threatened to fine guests $500 for negative online reviews? Well, that back fired. When the press got a hold of this, Union Street Guest House faced the fury of dozens of negative Yelp reviews leading to a low rating. But what if a review is particularly slanderous, should you sue? If a review is in no way truthful, then the burden of proof is upon you but you may have a case. However, your guest will not be liable for expressing their opinion, as long as what they say is true. There are many other ways to resolve the issue.

The DOs of Negative Reviews

Analyze the Complaint – When you come across a negative online review, research the incident or the complaints. Talk to staff and find out their side of the situation in order to create a whole picture. You may even want to contact the guest, privately, to fill in any holes of the story and to express your concern. Then you are prepared to take action to rectify the situation and respond to the review. If you resolve the complaint offline, be sure to also provide an update on the online negative review on how the matter was resolved.

Ask for False Reviews to be Removed – If you feel the review is slanderous, untrue or fraudulent, you may have a case for requesting to have the review removed. Some review sites, however, have a no-removal policy but it doesn’t hurt to ask, especially if you have reason to believe that the review came from a competitor and not an actual guest.

Understand Your Guest – As you are in customer service, you already know how far understanding your guest goes when addressing a complaint. When someone is upset, they want to feel like they are being heard, respected and understood. Saying things like “That sounds really upsetting,” or “I can understand how you must feel,” is enough to acknowledge to your guest that how they feel is valid and valued. And when you try to see the problem from their perspective, it makes you ready to resolve the issue.

Respond by Flipping the Script and Turn it into a Positive – After you have cooled off, analyzed the situation and understood your guest, you are ready to respond online to the review. We have all read reviews where the hotel responds in a defensive or arrogant way and we know as the reader how that makes us view the hotelier. So take time to craft a response that not only addresses the concerns of the reviewer but actually spins the situation to make you come out on top while still looking like the good guy.

This Forbes article about negative reviews explains that each response is the opportunity to highlight your business’s positive qualities, while maintaining genuine concern for the incident, for example, “We are very sorry to hear about your unfortunate experience. We are so proud to be in the top three most popular boutique hotels in the county and we continue to strive to maintain that position. Reviews like yours help us to continue to exceed guest expectations.” In this way, the reviewer can feel heard and valued and leaves a positive impression on others reading the review.

Bring the Customer Back – This point seems so obvious and yet not widely done. Assure your guest that there are no hard feelings and invite them back to give your hotel a second chance. Offering a discount, an in-room bottle of wine, a free night, or a complimentary spa service can turn a disgruntled ex-guest into a satisfied repeat customer who is all too happy to share their positive experience.

Get Positive Reviews – Your best defense against negative reviews are positive reviews. Using post-stay surveys and emails, ask your guests to rate their stay and to share their experience. People are most often motivated to write negative reviews, so take the opportunity to ask your happy guests to write reviews as they just may need a little prompting.

At the end of the day, responding to negative online reviews is like putting out fires. If you are having to put out a lot of fires, it’s perhaps time you take a harder look. Here are our 8 Ways to Improve Guest Satisfaction and 6 Tips for Doing Social Customer Service Right that can point you in the right direction.

Online reviews should not be your only form of receiving guest feedback. Use reputation management platforms like Revinate for gathering post-stay surveys, which may reduce negative reviews on social media if issues are resolved within a short period of time. Better yet, diffuse negative experiences by checking in with your guests during their stay to ensure their expectations are being met.

8 Ways to Improve Guest Satisfaction and Your Online Reputation

We recently blogged about research that shows hotel guest satisfaction is at a record high. However, as hotels and other lodgings are more effectively meeting customer expectations, it only makes sense that expectations are getting higher, leading to more critical guests. The study indicated that Generation Y (who are more engaged in social media than other travelers) are the most critical group of travelers and more likely to express their opinions online. So while guest satisfaction is improving across the industry, it’s important not to let your guard down; customer service is evolving and it’s essential to keep up.

Technology is changing guest expectations (think fast Wi-Fi, iPod docking stations, hotel apps…) and is reducing the amount of face-to-face interaction between guests and hotel staff. Between check-in kiosks and mobile Internet and apps, it’s possible for guests to manage their stay without front-desk staff or the concierge. That doesn’t mean that a personal connection with guests is not vitally important, it just means that we need to start thinking about customer service in different ways. That’s why more and more properties are engaging with guests through social media before, during and after their stay to improve the guest experience and their property’s online reputation.

Guest satisfaction and online reputation go hand in hand now more than ever. You can’t improve one without working on the other. Hospitality news website HotelNewsNow.com recently published a great article about how to improve guest satisfaction and it’s no surprise that online reputation management tactics feature heavily on their list of suggestions.

Here’s a rundown of HotelNewsNow.com’s 8 Ways to Improve Guest Satisfaction (for the full article, click here):

  1. Optimize online presence – Having a website is not enough. To maximize visibility and sales your property needs to be present on OTAs, review websites and social media channels.
  2. Manage guest expectations – Don’t mislead potential guests with empty promises that will only lead to disappointment (and negative feedback). Be truthful and helpful.
  3. Be true to your brand – Always strive to exceed expectations. Impressed guests turn into repeat customers and advocates.
  4. Ask for and track guest feedback – Be proactive! Front-desk staff can ask guests about their stay and invite them to write reviews online, but with fewer guests checking out at the front desk these days it’s important to conduct post-stay surveys or invite guests to review their experience via post-stay email communication.
  5. Analyze guest feedback – Listen to what guests are saying and act on it. Gather and review all forms of guest feedback to measure and analyze for actionability. Online reputation management software is increasingly important for this.
  6. Use feedback to guide decisions – Guest feedback can be applied to decision-making in all areas and departments: staff recruitment and training, sales and marketing, investments in new services/amenities, etc.
  7. Respond to guest feedback – Show guests (and prospective guests) that you are listening and you care; respond to all reviews, both positive and negative. Express appreciation for the review, reinforce positive aspects, apologize for any issues, and specify actions that will be taken to improve.
  8. Provide social service – Use social media channels to connect with guests and provide customer service pre-, during and post-stay.

Hotel Guest Satisfaction is higher than Ever – How Satisfied are Your Guests?

According to research firm J.D. Power’s 2014 North America Hotel Guest Satisfaction Index Study℠, hotel guest satisfaction is at a record high. In fact, with overall satisfaction averaging 784 points (out of 1,000) in 2014, guest satisfaction is up 27 points from 2012.

The study, now in its 18th year, measures satisfaction with the entire hotel experience, from reservation to check-out, across eight market segments: luxury, upper upscale, upscale, midscale full service, midscale, economy, upper extended stay and extended stay. Satisfaction was up in all segments, except the extended stay categories, which remained stable. This year’s research was based on responses gathered from more than 67,000 guests who stayed at a hotel in North America between May last year and May this year.

The study revealed these interesting findings:

>> Among guests surveyed, Generation Y (age 24 – 36) are the most critical of their hotel stay.

>> The proportion of guests who shop hotel brands primarily by price has fallen 7 percent since last year (from 19% to 12%), while the number of those who base their hotel selection on thorough research (online and other) has increased to 10 percent from 7 percent last year. (And those ‘scrutinizers’ are loyal, by the way, with the largest amount of guests very committed to a hotel brand.)

>> Trendsetting brands receive the most positive comments, while those seen as environmentally unfriendly receive the most negative comments.

>> Unclean rooms have the greatest negative impact on guest satisfaction.

>> Internet connectivity issues are twice as prevalent as any other guests problem.

The results of this study illuminate the importance of getting to know your guests and their expectations in order to improve performance and guest satisfaction, gain guest loyalty and boost your bottom line. But just how do you get to know your guests and ensure your property lives up to their expectations? It all hinges on a good hotel property management system (PMS).

How a Cloud PMS Leads to More Satisfied Guests

It seems that guest expectations are getting higher—especially those of Generation Y, according to the J.D. Power study. And it’s important to live up to the high expectations of Gen Y because they have increasingly more money to spend on travel and they make up a significant portion of that growing group of scrutinizers mentioned above, too. More engaged in online and social media channels than other travelers, Generation Y are doing their research before choosing where to stay, reading (and writing) reviews online. You need to be on the ball. Here’s how a cloud PMS can help satisfy the pickiest guests:

Easy online bookings make a great first impression
First impressions count, and a guest’s first point of contact with your property is likely online. (So it might also be time to make sure your website is up to snuff.) A cloud PMS will provide seamless online reservations for your website, making it easy, fast and convenient for customers to book online. The online booking engine should be integrated with the PMS, too, automatically updating reservations and inventory within the PMS as online reservations are made. Easy for your guests and easy for you.

Personalized service to make guests feel special
Detailed guest profiles will allow you to record everything you need to know about your guest – their room preferences, special requests, on-property spend, stay history, birthday, anniversary, etc., allowing you to personalize guest service and build loyalty. Other guest management features like pre- and post-stay emails, reservation alarms and pop-up reminders for staff, VIP flagging, post-stay surveys and loyalty programs help to ensure no guest slips through the cracks.

Seamless operations = smooth guest experience
Cloud PMS offer fully automated and integrated property management, which means that daily hotel operations from reservations to check-out are streamlined at every step. Front desk, billing, housekeeping… it’s all integrated and accessible from any mobile device or computer connected to the Internet (on or off property). Anywhere Access eliminates the need to go back to the front desk for information, enabling staff to attend to guest requests and complaints in a timelier manner. And there shouldn’t be any more complaints about dirty rooms; with a cloud PMS, housekeepers can update room status in real time via mobile housekeeping reports so front desk staff know as soon as a guest’s room is clean and ready. Furthermore, a cloud PMS is easily integrated with other hotel systems like online distribution channels, reputation management, POS, entertainment systems, call accounting, etc., automating tasks across the board to give you more time to focus on your in-house guests.

Trendsetting technology that’s environmentally friendly, too
The flexibility and deployment of Web technology means cloud PMS are more innovative, more mobile and better for the environment than legacy systems. Think mobile booking engines, electronic signature capture for paperless check-in, and “keyless entry” (guest smartphones act as virtual room keys)… a cloud PMS offers the potential to wow even the most aloof guests.

Make sure your property is achieving record-high guest satisfaction with a cloud PMS geared toward streamlined operations and complete guest management.

If you have any questions about WebRezPro Cloud Property Management System, feel free to drop us a line.