Today Revinate announced the winners of the 2012 Revinate Awards for online reputation management. Hotels across the globe were invited to submit nominations for “Hotel of the Year” by detailing their accomplishments, innovations and successes in online reputation and social media during 2012. Winners for other categories were determined by Revinate through an analysis of large sets of online review and social media data. Michelle Wohl, VP of Marketing for Revinate, says, “With more than [...]

In the back house of many hotels, discussion of social media interaction often turns to questions of ROI and staffing. While ROI should drive decisions in marketing, there is also a strong case to be made for using social media to drive community. As hoteliers, how do we focus on the common characteristics and interests of our social media community? Any discussion of success in the social media space should also focus on ways to [...]

Many independent hotels struggle with who should have the responsibility to respond to reviews. Many properties meet this need with the most obvious person, the General Manager. This is often the right choice since the GM should be on top of what guests love and hate at the property, but as the task becomes more time intensive due to the increasing popularity of posting reviews, is this the best approach? First, it is good to [...]

We've all been there before. As the resident social media, public relations, guest services or reputation manager for your respective hotel, there is a requisite, time-sensitive (and time-consuming) responsibility to address and respond to the majority of consumer reviews that come flooding in about your property. In most cases, this process demands first scanning the review for specific feedback to address, then liaising with your operations team to clarify any additional feedback to include in [...]

While hotels know the benefits of social media engagement, with limited time and resources it is best to have a focused approach to your engagement choices. By the numbers, Facebook and Twitter are the obvious leaders in social media participation but there are a few surprises when you consider which social channel deserves more time and attention. Should hotels focus more on Facebook or Twitter?