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Hosted by BHN editor – hospitality, Eloise Hanson.
Sponsored by: Rove Hotels
In today’s digital age, online reviews and social media conversations hold immense power in shaping reputation. Keeping tabs on customer feedback, reviews, and other user-generated content across multiple channels demands a proactive and data-driven approach.
What we discussed:
• Identifying the key touch points where online reviews and social media conversations can significantly impact guest perception, and best practices for dealing with negative feedback
• How AI can be leveraged for sentiment analysis, real-time monitoring, and personalised guest outreach
• Strategies for managing online presence across all key channels
• How to measure the ROI of reputation management efforts
With thanks to:
•Anna Alonso, sales engineer, Shiji Group
• Conrad Sokolnicki, director – quality and brand experience, Rove Hotels
• Kate Burns, senior solutions consultant, Reputation
