What do you do if your online reputation is hurting your Hospitality Management career?

As a leader, managing your online reputation is extremely important. This should be maintained daily looking for positive or negative trends. Positive reviews should always be looked at as a foundation your hotel can stand on. Negative reviews should be taken seriously and addressed in a timely manner. Figure out your properties sweet spot and transition accordingly.

It is very important to have a human perspective on this point and look at these as opportunities to improve services. Much worse than complaints is indifference.

Begin by evaluating your online reputation. Utilize tools such as Google Alerts, Social Mention, or ReviewTrackers to monitor mentions and reviews. Regularly review your social media profiles, blogs, and websites for outdated or inappropriate content that could impact credibility and trustworthiness.

Stay engaged with new reviews and comments, updating profiles with relevant information, demonstrate customer care, respect for opinions, and commitment to service improvement and always let the guest know in some form that you are taken there feedback seriously !!!

Address negative feedback professionally and courteously. Avoid ignoring, deleting, or arguing with reviews. Acknowledge the issue, apologize, and propose a resolution. Express gratitude for feedback and invite direct contact for further assistance. Demonstrate customer care, respect for opinions, and commitment to service improvement.

Your online reputation in most cases will tell you everything you need to know about your property. When you come across a negative review it’s best practice to respond within 24 to 48 hrs. When addressing a negative review it’s important to show empathy and be sincere in your response. Always let the guest know in some form that you are taken there feedback seriously.

Your professional image is a mirror of your personal image. If your allowing negative energy to create an image on your personal side you have to realize that the mirror side to that is your professional image. Positive content will create positive image.

Share the success stories and also assessing your best selling points and showcasing them online and offline is important . This could be through trainings within the hotel tag everyone is aware of the USPs and staff talks about it to guests .

Proactively create positive content to highlight your hospitality management skills and achievements. Develop a portfolio website, blog, podcast, or video channel showcasing expertise and passion. Share success stories, testimonials, and certifications on social media. Encourage satisfied stakeholders to leave positive reviews or recommendations on platforms like TripAdvisor, Yelp, or LinkedIn.

One of the best ways to generate positive content is to show your audience how you are impacting your local area. Get involved with the local businesses in the area for community work. Guest also love to see how you are making your employees happy. When employees are happy usually that means this hotel will have great service. Show your audience the enhancements you are making to the property. Guest love to be “in the know”. Take pictures of these events and post them online.

Expand your network within the hospitality industry by engaging in relevant online communities, forums, and events. Attend webinars and workshops to learn and connect with peers, mentors, and experts. Foster relationships for advice, feedback, and referrals, enhancing visibility and credibility in the field.

Continuously monitor and refresh your online reputation beyond addressing negative feedback and generating positive content. Stay engaged with new reviews and comments, updating profiles with relevant information. Regularly reassess goals, strategies, and outcomes, making adjustments as needed to uphold and improve your reputation as a hospitality manager.

Also consider re inventing the entire package, build a new service , a new service design or crate a trending product that builds a new set of followers and guest list who will come with positive feedback .