Google Online Review Response

Online reviews are critical to the success of our business, with 93% of consumers saying online reviews impact their purchasing decisions, and that the minimum rating they will engage with is 3.3 stars. Surveys show 77% of consumers have access to Google on their smartphones. Responding to Google online reviews is another critical piece in not only building a positive online presence, but also in encouraging other consumers to leave their feedback and engage with your hotel.

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Managing Positive Reviews

Responding to positive reviews is just as important as responding to negative reviews. However, many businesses wonder why.

Why respond to a good review?

If a good customer leaves a glowing five-star review, it can’t get any better than that, right? Actually, it can. Responding to a positive review is an easy way to engage with happy customers that benefits both our brand identity, and your one-to-one relationship with that customer. Remember, online reviews and review sites are public, so the positive conversations that happen about our brand here can do wonders for your hotel!

• Actively creating, and engaging with, positive online conversations about our brand and the local community can encourage others to participate in that conversation, and generate more buzz and visibility for your hotel

• It affects search rankings. By replying properly, you can improve the SEO (Search Engine Optimization) ranking of the review, and help the review show up in search results for a business

How to respond to a positive review (4 steps)

• Step 1: Thank the customer for the positive review and be specific.

  • Ensure the reviewer knows a real person is behind your reply by thanking them for something specific they said. “Thanks for leaving a review and mentioning our front desk associate Jodi. You’re right, she is always smiling!"

• Step 2: Use the business name and keywords in your review response to the good review.

  • Using the business name, category and location in your response will help the positive review appear in search results. “The team here at Red Roof Inn is thrilled to hear such good feedback, and we’re proud to be one of the cleanest hotels in Framingham."

• Step 3: Add a little marketing to your review response.

  • Your reply is public and will be read by others, including future customers, so throw in some marketing! Mention a behind-the-scenes reason they had a great experience, or a new feature or promotion. “Did you know RediAccess gives our RediRewards members free access to thousands of money savings discounts not available to the public?”

• Step 4: Invite customer to do something in your response.

  • Ask the customer to return, use another service or spread the word. “Next time you’re in the area, you should mention COLUMBUS promo code for a discount!” “We hope to see you again soon and tell a friend!”

Managing Negative Reviews

Negative reviews can be crippling to your hotel, especially if you have few reviews to begin with. Even worse, Negative reviews that go un-responded to. Don't let those online wounds fester! Dealing with negative reviews doesn't have to be hard, and it can even be leveraged as a marketing and branding opportunity.

Why respond to a negative review?

Unfortunately, you can’t just ignore a bad review until it goes away. In fact, ignoring an unpleasant review can make things worse!

• You're not just replying to just the one reviewer. You're speaking to everyone who reads this review, including potential future customers.

• Replying is your opportunity to make things right. If a customer brought a complaint to you in person, you would try to make it right. The same goes for online reviews—despite the impersonal nature of online reviews, it’s not over just yet. You can turn this thing around!

• Replying shows other readers, you are not shady or neglectful to feedback, and have taken steps to ensure this problem won't happen to the next customer.

How to respond to a negative review (4 Steps)

• Step 1: Apologize and sympathize in your response to the negative review.

  • Acknowledge the customer’s concerns. Even if they are unfounded, show sympathy that they had a bad experience. “I’m sorry to hear about your bad experience.”

• Step 2: Insert a little marketing in your response to the bad review.

  • Explain what your customers usually experience. “We’re normally known for our exceptional attention to detail, and we regret that we missed the mark.”

• Step 3: Move the conversation offline.

  • Provide contact info with someone at your hotel so they can discuss the problem in person. “My name is Jennifer and I am the General Manager. I would love to discuss this further, please contact me at [phone number / email].”

• Step 4: Keep your response simple, short and sweet.

  • Don't go into too much detail or ask any questions. This will prevent saying something that might cause the upset customer to add more negative feedback by replying to the review. Three sentences for your whole reply is a good rule of thumb.

• Bonus: Don't include our business name or relevant search keywords. You don’t want this review showing up in search results!

It is important as a company to ensure we respond to all reviews in a professional and personal manner.

Online reviews help our business increase visibility through improved local search rankings, influence purchase decisions, and provide valuable feedback that helps us improve day-to-day operations.

Summer Heat Prevention

While summer might bring visions of beach, bbqs, sun and family vacations… it also brings safety concerns like sunburn, heat exhaustion and potential heat stroke for our employees who regularly work outside in the elements. And we have certainly seen some record temperatures across the country over the past couple of weeks.

The below is information from the National Safety Council (www.nsc.org) on learning how to avoid heat related illnesses.

Learn How to Avoid Heat-Related Illnesses

The human body is normally able to regulate its temperature through sweating, until it is exposed to more heat than it can handle. Heat exhaustion and heat stroke can escalate rapidly, leading to delirium, organ damage and even death. In 2019, 884 people died and 2,061 were injured in the U.S. from exposure to excessive heat, according to Injury Facts.

People most at risk include:

• Those who work outside

• Infants and young children, especially if left in hot cars

• People 65 and older

• People who are ill, have chronic health conditions or are on certain medications

• People who are overweight

If your job requires you to work outside in hot weather, you and your supervisors can take precautions to minimize the risk of heat-related illnesses. The National Institute for Occupational Safety and Health recommends:

• Working shorter shifts until workers have adjusted to the heat

• Staying hydrated and drinking before you get thirsty

• Watch out for co-workers exhibiting signs of heat exhaustion or heat stroke

• Take time to rest and cool down

Knowing the symptoms and proper response to these illnesses can save a life.

Heat Exhaustion

When the body loses excessive water and salt, usually due to sweating, heat exhaustion can occur. According to the free NSC First Aid Quick Reference app, signs and symptoms include: Pale, ashen or moist skin; Muscle cramps (especially for those working or exercising outdoors in high temperatures); Fatigue, weakness or exhaustion; Headache, dizziness or fainting; Nausea or vomiting; Rapid heart rate.

Uncontrolled heat exhaustion can evolve into heat stroke, so make sure to treat victims quickly:

1. Move victims to a shaded or air-conditioned area

2. Give water or other cool, nonalcoholic beverages

3. Apply wet towels, or have victims take a cool shower

Heat Stroke

Seek medical help immediately if someone is suffering from heat stroke. Signs include: Body temperature above 103 degrees; Skin that is flushed, dry and hot to the touch; sweating has usually stopped; Rapid breathing; Headache, dizziness, confusion or other signs of altered mental status; Irrational or belligerent behavior; Convulsions or unresponsiveness

Immediately take action:

• Call 911

• Move the victim to a cool place

• Remove unnecessary clothing

• Immediately cool the victim, preferably by immersing up to the neck in cold water (with the help of a second rescuer)

• If immersion in cold water is not possible, place the victim in a cold shower or move to a cool area and cover as much of the body as possible with cold, wet towels

• Keep cooling until body temperature drops to 101 degrees

• Monitor the victim's breathing and be ready to give CPR if needed

DO NOT:

• Force the victim to drink liquids

• Apply rubbing alcohol to the skin

• Allow victims to take pain relievers or salt tablets

The best way to avoid a heat-related illness is to limit exposure outdoors during hot days. According to the Centers for Disease Control and Prevention:

• Air conditioning is the best way to cool off

• Drink fluids, even if you don’t feel thirsty, and avoid alcohol

• Wear loose, lightweight clothing and a hat

• Replace salt lost from sweating by drinking fruit juice or sports drinks

• Avoid spending time outdoors during the hottest part of the day, from 11 a.m. to 3 p.m.

• Wear sunscreen; sunburn affects the body's ability to cool itself

• Pace yourself when you run or otherwise exert your body

More information is available here: www.nsc.org. There are also resources available to you in West Edge. Just search the term “heat” and a variety of training materials is available to you! Be safe everyone!

The Art of a Successful Internal Audit

We all know they are out there… Keith and Debbie, just waiting to make their travel plans to your location. But when? You nervously pace your office, losing sleep, fearing the worst while you anxiously wait for the arrival of the Internal Auditors! <scary music plays in the background> 😉

But fear not my RRI West leaders… for today, we bring you some Internal Best Practices and present to you: The Art of a Successful Internal Audit!

Let’s start by celebrating those that have paved the way and have helped cement these best practices, by continually delivering satisfactory audits year in and year out:

• Terry Fitch, GM St Clairsville, OH 10 consecutive Satisfactory audits. Terry also has multiple Circle of Excellence wins!

• JoAnn LeMasters, GM Fairmont, WV – 10 consecutive Satisfactory audits. She is also a Circle of Excellence winner!

• Ryan Wijangco, GM Seattle – 7 consecutive Satisfactory audits. Ryan has been instrumental in these results, as he has had 3 different GMs in those 7 audits!

• Kelly McCloud, GM Indianapolis, IN – 6 consecutive Satisfactory audits. Kelly’s tenure has shown great success!

• Karen Jarboe, GM Nashville, TN – 5 consecutive Satisfactory audits. Karen is diligent about her results and has a never-ending attention to detail.

• Kevin Furst, GM West Palm Beach – 3 consecutive Satisfactory audits. Kevin’s hard work has paid off with a promotion to Naples!

Congrats to this team… and to all of you who have successfully grabbed that coveted Satisfactory score! The Internal Audit team has been able to identify four common themes from the above panel that they believe truly contributes to a successful internal audit:

ORGANIZATION

Establish a daily, weekly, and monthly routine to complete required tasks including night audit dicing (Redi2Dice) and complete each timely. Use your calendar to set reminders and to-do lists to complete tasks that are not part of your established routine.

TRAINING

Have staff complete all training protocols. The more knowledgeable that your staff is the more they can contribute to the property’s success. Take advantage of your staff’s knowledge and delegate tasks to your staff where appropriate. The more buy-in you have from them, the more your team will be invested in achieving results together! And don’t’ forget to get all new hires done within the first weeks of their employment.

DEMANDING EXCELLENCE

Inspect what you expect – don’t assume anything. Talk the talk and walk the walk. The more they see you put an important emphasis on the process we have in place, the more they will take pride in holding themselves and each other accountable.

SELF AUDIT REGULARLY

You have the power! If you commit to completing self-audits, this will ensure compliance is being met along the way. When in doubt, ASK! Review last internal audit results to ensure recommendations have been implemented.

Need help? Have questions? Don’t know where to start? Reach out to your internal audit team today and let them partner with you, so your next audit is a Satisfactory one… good luck!