8 Ways to Use Guest Intelligence for Hotel Events

23 Jul 2018 by ReviewPro in Best Practices

For special occasions and hotel events, the expectations and stakes are high – for the people who organize them and for the hotels that host them. Reviews and online reputation play a key role throughout the process, from informing the planner’s decision where to hold the event to the reviews received afterward. Here are some tips for getting the most out of the process.

Wedding event

1) Use online reviews to your advantage.

Meeting organizers, corporate travel planners and tour operators check out reviews on TripAdvisor and other review sources as part of the vetting process for hotel events. Ensure your online reputation is in order by paying close attention to feedback from event attendees, implementing improvements, and putting a management response strategy in place.

2) Leverage your hotel’s online reputation.

When bidding for hotel events include in your proposal a brief online reputation report that shows off your Global Review Index™ (GRI) score relative to your competitors. Explain that the data provides a view of your hotel’s performance from the perspective of previous guests, an objective testament to quality that will help position you to bid for groups at higher rates.

Hotels staff preparing drink

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3) Use testimonials to attract event RFPs.

Feature positive comments from event organizers and attendees as testimonials on your website and in sales collateral. This will help attract prospective clients and reassure them that your hotel is the right choice.

4) Curate your social media platforms.

Social media lends itself especially well to event marketing and should be considered part of your event management plan. Monitor Twitter and Instagram and share comments and hashtags related to events on property such as weddings and conferences. Include participants in the conversation and generate a buzz around the events that you host.

5) Protect yourself from brand attacks.

Social media can also cause nightmares for hotels if something goes wrong. The stakes are especially high during emotionally-charged events like weddings. Avoid trouble by checking in regularly with groups while they are in-house and acting quickly to resolve issues. (ReviewPro users can take advantage of the quick-response features of Auto Case Management.) Ensure that staff are alert to any signs of trouble and empowered to resolve issues before they escalate.

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Wedding event

6) Use guest messaging to ease instant communication during hotel events.

Needs and problems arise in an instant and can quickly escalate. By connecting with organizers via messaging, you will ensure that you’re alerted the moment something goes wrong. Guest Messaging Hub allows you to create specific hubs for groups like conferences and weddings, to ensure that every event goes flawlessly.

7) Learn from every event.

Commit to continuous improvement by acting on guest intelligence from reviews and survey responses. Guest Satisfaction Surveys can be customized for groups and tailored to each client, allowing to you gain specific insights about the strengths and areas for improvement in events management.

Chairs on a row at conference for hotel events

8) Exceed guest expectations on the big day.

[tweetthis]Success in hospitality boils down to one thing: the guest experience.[/tweetthis] By preparing well for events, monitoring guest intelligence to prioritize operational and service improvements, and creating a guest-centric environment, you will position your property to be chosen time and time again to host events.

Find out how one brand puts guest experience first, with great results.