Sample interview questions: How would you assist a hotel in enhancing its brand reputation and online reviews?
Sample answer:
Enhancing Brand Reputation and Online Reviews
1. Monitor Online Reviews and Respond Promptly:
- Implement a robust system to monitor reviews on platforms like TripAdvisor, Google My Business, and social media.
- Assign dedicated resources to respond promptly and professionally to both positive and negative reviews, demonstrating empathy and a willingness to address concerns.
2. Encourage Positive Feedback:
- Train staff to provide exceptional guest experiences that encourage positive reviews.
- Implement a guest feedback program to collect feedback and measure guest satisfaction levels.
- Offer incentives for guests who leave positive reviews (e.g., loyalty points, discounts).
3. Address Negative Reviews Strategically:
- Acknowledge and apologize for negative experiences.
- Investigate complaints thoroughly and take corrective actions to prevent recurrence.
- Respond publicly to negative reviews, outlining the steps taken to address the issue.
4. Leverage Social Media and Online Communities:
- Engage with guests on social media platforms, building rela… Read full answer