Sample interview questions: Can you share a situation where you successfully helped a hotel improve its online reputation?
Sample answer:
As a Hotel Consultant, I was engaged by a boutique hotel that was struggling to maintain a positive online reputation. The hotel had recently received several negative reviews on popular travel websites, which had resulted in a decline in bookings.
To address the situation, I implemented a comprehensive online reputation management strategy that included the following steps:
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Monitoring online reviews: I set up a system to monitor all online reviews of the hotel on a daily basis. This allowed me to quickly identify any negative reviews and respond to them promptly.
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Responding to negative reviews: I developed a standardized protocol for responding to negative reviews. My responses were always polite, professional, and empathetic. I apologized for any inconvenience the guest experienced and offered to resolve the issue.
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Encouraging positive reviews: I encouraged guests to leave positive reviews on the hotel’s website and social media pages. I also offered incentives for guests who left positive reviews.
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Improving the hotel’s service: I worked with the hotel’s management to identify areas where the hotel could improve its service. The hotel implemented several… Read full answer