ENGAGING SOCIAL BUTTERFLIES
OUR PACKAGES - WHAT WE DO
Hotel and restaurant guests are sharing their experiences, and future customers are listening. That's why we call these social sirens, social butterflies. iResponze engages with these influential social butterflies on behalf of the hotel or restaurant. With all our services, we alert your management team to a comment that might be concerning and advise of in-house guest comments that may warrant immediate service recovery.
We understand that each hotel is different, so we offer our services based on a hotel's needs and budget. We provide support to hotels representing 920,000+ rooms across full service, select service and extended stay for multiple brands so we are well-acquainted with review response requirements and social media standards across hotel brands.
Responding to Guest Reviews
Effective hotel review management is critical to increasing brand awareness, maintaining a positive image and growing overall revenue. Our team of hospitality industry experts monitors and responds to reviews in all respondable channels within 24-48 hours, with an authentic and engaging voice. We are committed to strengthening your online reputation with higher rankings, increasing brand loyalty, and promoting social engagement.
- We partner with you to meet your specific brand requirements.
- Flexible packages according to your needs.
- Marriott has partnered with iResponze as an agency of record for reputation management. Our team has been working with Marriott for several years and provides authentic and unique responses to negative and positive reviews in the appropriate brand voice.
We guard your online reputation and monitor reviews around-the-clock on all travel review sites, and social media channels. Over 130+ travel review channels including TripAdvisor, Hotels.com, Booking.com, Expedia Partner Central, Google+ reviews, Facebook reviews, Yelp, Open Table, Zomato, and more.
We alert your management team to a comment that might be concerning, and advise of in-house guest comments that may warrant immediate service recovery.
We increase social engagement and influence future guests by responding to all guest reviews in all channels proactively and within 24-48 hours, 7 days a week. Pre-approved responses by the hotel or restaurant General Manager are referenced and personalized for each guest review.
Plus, we offer the additional services of responding to Guest Reviews on brand site, and Guest Surveys with a "Red Zone" status as defined by your brand, as well as Guest Surveys generating an "Alert" in any color zone.
We gather key data points from your guest engagement content and provide you with your Global Review Index™ (GRI™ or general online satisfaction score).
We also index against your STR® competitive-set hotels and provide your Competitive Quality Index™ (CQI™ or your online reputation compared to your competition).
We provide key data analysis and revenue optimization tools that empower your teams to act upon guest feedback and monthly CQI™ results.
iRESPONZE RESPONDING SERVICES
|Monitor third-party travel review sites, 24/7/365||✔||✔|
|Respond to OTA & Third-Party Respondable Reviews within 24-48 hours (TripAdvisor, Google My Business, Booking.com, Expedia.com, Hotels.com, Travelocity. Orbitz, Facebook Reviews, Yelp||✔||✔|
|Alert your staff to reviews that require input/action: (financial, security, liability, questionable)||✔||✔|
|Protect your online reputation on third-party travel review sites||✔||✔|
|Respond to Brand review systems||✔|
|Respond to Red Zone Guest Satisfaction Surveys (GSS)||✔|
|Close brand generated Alerts before expiration||✔|
ADD ON: Expedia Real Time Alerts
iRESPONZE SOCIAL MEDIA SERVICES
|SERVICES||Social Package [A]||Social Package [B]||Social Package [C]||Social Add-on Option||Social Add-on Option||Social Add-on Option|
|Social Channels Served||Facebook+
||Facebook Management: Acknowledge Check-ins & Manage Inbox||Twitter Listening / Alerting||Google+ Management: posts feed from Facebook|
|Posting Frequency||8-10X/month||12-15X/month||32-40X/month||Based on Need||-||On-going|
|Geolocation Tag Monitoring||-||-||Yes||-||Yes||-|
including A) client sourced photos, B) stock photos, and C) user generated photos
|Yes (A & B)||Yes (A, B & C)||Yes (A, B & C)||-||-||Yes (A, B, & C)|