Let's cut to the chase: our reputation directly impacts our bottom line. A mere 1% increase in our Reputation Performance Score can drive a 1.42% growth in RevPAR. This isn't just about feel-good metrics; it's about tangible financial outcomes that affect our EBITDA and stakeholder satisfaction. Strategic Integration Reputation management can no longer be siloed within our marketing departments. It must be integrated into our core business strategy, influencing everything from our hiring practices to our capital expenditure decisions. The question we need to ask is: How does each business decision impact our reputation, and consequently, our market position? Data-Driven Decision Making In this era of big data, we have unprecedented access to guest sentiment analytics. It's time we leverage this information not just for damage control, but for proactive service enhancement and strategic planning. Are we fully utilizing sentiment analysis to inform our SOP revisions and staff training programs? The Human Element in a Digital World While technology plays a crucial role, let's not forget that our industry thrives on human connections. Our staff, from the C-suite to the front lines, are the true architects of our reputation. How are we empowering them to become brand ambassadors and problem-solvers extraordinaire? Crisis Management in the Age of Viral Content In today's digital ecosystem, a minor incident can escalate into a PR crisis within hours. Are our crisis management protocols robust enough to handle the speed and scale of modern media? More importantly, are we fostering a culture of transparency and accountability that can withstand public scrutiny? The Competitive Edge In a market where product differentiation is increasingly challenging, our reputation becomes our most valuable USP. It's not just about being better; it's about being demonstrably superior in the eyes of our guests and the market at large. Looking Ahead As we strategize for the future, reputation management must be at the forefront of our discussions. It's not merely about maintaining our current standing; it's about leveraging our reputation to drive innovation, capture market share, and set new industry standards. In conclusion, reputation management is no longer a subset of our operations—it is the foundation upon which we must build our future success. Let's ensure that every decision we make, every policy we implement, and every team member we hire contributes positively to this critical asset.The question isn't whether we can afford to prioritize reputation management; it's whether we can afford not to.

Fellow hospitality professionals, let's talk about the game-changer in our industry: Guest reviews. In today's digital galaxy, your hotel's and restaurant's online reputation can be the difference between full occupancy and empty rooms. I am doing some final research for RevBoost. Your help is much appreciated. How often do you actively manage your hotel's online reviews? - Daily - Weekly - Monthly - Only when there's a problem RevBoost (my latest startup 😉), a review management software tailored for hotels and restaurants, streamlines the process of collecting and managing reviews across 45+ platforms and most hospitality related ones. But we want to hear from you: Which review platform do you find most impactful for your hotel bookings? - Google - TripAdvisor - booking.com - Other (share in comments!) Interesting feature: RevBoost offers video testimonial collection. As a host, which do you think would be more persuasive to potential guests? - Written reviews - Video testimonials - A mix of both - Professional photos/virtual tours Operational Insights RevBoost suggests automating review requests via SMS, email, or WhatsApp post-stay. How do you currently solicit guest feedback? - Automated messages - In-person at check-out - Follow-up emails - We don't actively solicit reviews Share your experiences! Has implementing a review management strategy ever crossed your mind, and if so improved your occupancy rates? What's been your biggest challenge in managing online reputation? Let's discuss how we can leverage guest feedback to enhance our services and boost bookings!

Excellence in service is achieved when every team member takes pride in their role.

Hey everyone, I decided to switch things up a little and open all classroom content to you. I will be adding some recordings and other material in the next few days. Meanwhile, check out the existing files and let me know your thoughts. I appreciate it. ~Su

Today I heard Alex Hormozi say this in one of the recordings: "I need you to have more vocal ranges when you're talking. I need you to pause for emphasis, I need you to say people's name, and you to look them in the eyes. I need you to nod, when they're talking. These are serious actions, when someone does all of them, we bundle them together and say this person is charismatic." Thoughts?