online review management

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“I love forwarding the Revinate Scorecard to my colleagues at the hotel. It’s amazing to be able to spread such good news about how our reputation has improved. Since everyone plays a part in making guests feel special, it’s something we can all come together around. Revinate has become our STR report for reputation.”

Michelle Shelstead, Director of Rooms

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Managed by Interstate Hotels and ResortsPhoenix Marriott Tempe at The Buttes is a resort unlike any other. Built into a mountain, the resort stuns guests with its incredible views and warm hospitality. Just ten minutes from the airport, yet set among the incredible desert landscape, the hotel is a favorite among business travelers to the area looking for something different than the average downtown hotel.

Throughout last year, Interstate Hotels notified each of its properties that it was instituting a formal procedure for online reputation management. Recognizing the impact that reviews were having on bookings, executives wanted to ensure that hotel staff was paying attention to what was being said about the properties online. The new procedure outlined requirements for responding to reviews, both positive and negative. While many of the hotels managed by Interstate have Reputation Management Liaisons, Phoenix Marriott Tempe at The Buttes does not. The responsibility of managing the online review program, instead, fell to the hotel’s Director of Rooms, Michelle Shelstead.

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