Sample interview questions: Can you share your experience with managing online reviews and reputation management for a hotel?
Sample answer:
Experience with Online Reviews and Reputation Management:
As an Assistant Hotel Manager, I have been deeply involved in managing online reviews and safeguarding our hotel’s reputation. Here are key strategies I have employed:
Monitoring and Analyzing Reviews:
- Established a comprehensive system for monitoring reviews on platforms like TripAdvisor, Google My Business, and OTAs.
- Used sentiment analysis tools to identify trends and patterns in guest feedback.
- Analyzed reviewer profiles to understand their motivations and demographics.
Responding to Reviews:
- Developed a standardized response protocol that acknowledges guest concerns and addresses them promptly and professionally.
- Utilized specific keywords and phrases to demonstrate empathy, resolve issues, and showcase our commitment to guest satisfaction.
- Responded to both positive and negative reviews, thanking guests for their feedback and using it as an opportunity for improvement.
Reputation Management on Social Media:
- Monitored brand mentions and guest interactions on social media channels.
- Engaged with guests, answered questions, and add… Read full answer
Source: https://hireabo.com/job/11_0_15/Assistant%20Hotel%20Manager