Project Overview:
Domain Hotel, located in the heart of Silicon Valley, sought to enhance its online reputation to reflect its commitment to exceptional guest experiences. Despite offering top-notch services, the hotel faced challenges with inconsistent online reviews and ratings. Our objective was to implement a comprehensive Online Reputation Management (ORM) strategy to improve guest satisfaction scores and overall online presence
Key Deliverables:
- Automated Guest Feedback System: Integrated a system to collect real-time guest feedback, allowing for immediate response to concerns and fostering positive experiences.​
- Review Monitoring and Response: Established protocols to monitor reviews across platforms like TripAdvisor and Google, ensuring timely and personalized responses to guest feedback.
- ​Staff Training: Conducted workshops to train staff on best practices for encouraging positive reviews and handling guest interactions that could impact online reputation.​
- Website Enhancements: Optimized the WordPress-based website to showcase positive guest testimonials and streamlined the booking process to improve user experience.​
Results Achieved:
- Increased positive reviews by 142%, with guest experience scores rising from 38% to 92% within a few months.​
- Enhanced online ratings across major review platforms, leading to increased bookings and revenue.​
