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Building customer reviews into your hotel promotion

Building up your customer reviews is key to the promotion of your hotel. The results of investing in a great customer experience can be seen in your customer reviews. If you have a great all-round proposition, you are more likely to feel confident in asking for reviews.

Sites like TripAdvisor, TrustPilot together with listings sites like Trivago, Booking.com, LateRooms, Expedia and more all provide opportunities to leave feedback. You should also factor Facebook and Google reviews into your planning as places where good experiences can be recorded.

There are lots of good reasons to proactively seek reviews and to ask for them as early as possible. Therefore, if a positive experience is front of mind you want to capture that before the detail is forgotten. The more specific any feedback is, you can either use it in active promotion or use it to quickly address areas of concern.

There are lots of ways to encourage all visitors to leave positive feedback this includes:

  • Offering cards at check in and check out.
  • Adding links to receipts in the bar, restaurant and spa.
  • Putting stickers in windows and in rooms.
  • Sharing feedback and reviews around your venue to show customers you value feedback.

Online reviews are a critical component of the marketing mix for a hotel and hospitality businesses. Many people evaluate the selection online and take into consideration reviews before spending money on hotel stays, meals out, business functions or spa days.

It’s likely you have some form of investment strategy when it comes to improving your business. However, before considering further or new investment, deciding on which areas to invest in and where to source funding, take a step back. A mixed-use hotel business is one of the best strategies to adopt.

The key to transforming the profitability of your hotel/restaurant business lies in thinking of ways to successfully use the space and the facilities on offer as optimally as possible.

If there are a wider number of uses for your hotel, it will be full more frequently which means it will be returning more revenue for continual re-investment and improvement.

Why is investing in a mixed-use hotel business a good thing?

  • You already have the infrastructure in place. It is being used and ready for increased use. The best way to increase revenue is to make better use of available assets.
  • A mixed-use hotel business allows you to build additional and quantifiable revenue streams.
  • A mixed-use hotel business helps owners and managers to access new and wider customer audiences. This might open up entirely new clusters at different times of day which may lead to repeat bookings, using facilities that might otherwise sit unused at certain times of day.
  • Optimising use of available space will directly impact on occupancy and revenue.

Impact on the kitchen

Firing up a kitchen costs £100s every day with the additional labour costs of having a chef not generating revenue if the dining room isn’t open until 6pm. As with other areas of the operation, if it is working harder it is making more from the facilities.

This may not necessarily be a direct contribution to the bottom line, but it certainly impacts overheads.

Impact on space and room bookings

Space is a valuable and expensive commodity in hotels and restaurant businesses. Empty, dormant rooms are a problem and need to be maximised. As a hotelier you are paying for a fair amount of space, either in rent or in energy costs, so consider transforming dead areas so they begin to make a return.

Whilst there are benefits to a marginal costing model on selling guest rooms and filling the hotel, discounted hotel rooms are less likely to deliver the type of guest with high discretionary spend.

Alternative finance looks at the sorts of things banks don’t always finance. They prefer the solid value of bricks and mortar. Specialist alternative finance providers will see the commercial value of business-critical assets, including fit-out.

Further reading:

Why the time is right to invest in your hospitality business.

A mixed use hotel fit out finance case study.