Managing any business across different branches and locations is no easy task, and a hotel group is no exception. As your locations diversify and your business grows, so you need more sophisticated and powerful tools to help you manage your various properties in order to remain competitive.
Today, technology allows you to monitor a key area that requires constant contact, management and measurement in your individual properties as well as at a group level: your guests’ feedback.
Why? It can help you to maintain guest experience standards across your group; keep up with smaller, more agile independent hotels when it comes to creating a personalised, emotional guest experience; and help you to maintain and enhance your online reputation – the cornerstone of generating trust in your brand and encouraging first-time guests.
How can this be done? Simple – the right software can help you monitor and manage your online reputation and guest feedback for all the properties in your group, and present this in such a way as to be easy to monitor and analyse at a group level.
Let’s take a deep dive into looking at why it’s essential for the management of property groups in particular to be able to be able monitor and analyse guest feedback from individual properties as well as guest feedback and online reputation as a group.
One of the benefits of booking with a hotel group or chain for travellers is that they have an assurance of quality – a standard that they know will be upheld by all properties in the group. It is vital that each and every property in a group maintains this standard, as the failure of one property will impact the profitability (and reputation) of the entire group.
However, when properties are spread across multiple locations, it is impossible for group or area managers to physically keep watch over all of the properties they are responsible for all the time, and even doing so digitally becomes painfully hard to do without the right technological tools to help them do so.