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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.

We hold 30 minute webinars each month on several industry topics and to provide you with information about our services. Check out Our Webinars page. 

 

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.
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MONITOR

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, Booking.com, Expedia Partner Central (including Expedia, Hotels.com, Travelocity and Orbitz), Google My Business reviews, Facebook reviews, Yelp, Open Table, Zomato reviews, 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.

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RESPOND

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 before expiration. Pre-approved responses by the hotel or restaurant General Manager are referenced and personalized for each guest review, and posted with an authentic voice.

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 before expiration.

 

iRESPONZE RESPONDING SERVICES

PRIME PACKAGE

PRIME+ PACKAGE

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

Social Media Management

Managing your social media presence is a full-time job. We'll save you time by partnering with you. We assign a dedicated iResponze® Social Media Ambassador for your property and work with you to establish a social media strategy supporting your goals and objectives.

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  • Develop and execute monthly content calendars.
  • Option to choose among the social channels that you would like us to monitor and engage with guests on your behalf
  • Conduct daily maintenance of your social media channels, depending on the package that you choose.
  • Provide monthly performance analytics and implement key learnings going forward.
COLLABORATE

COLLABORATE

We partner with property team to develop a strategy by social media channel. We work closely with a designated property-level Social Media Champion to develop engaging social media content for your hotel or restaurant.

CONNECT

CONNECT

We create fresh, relevant and inspiring content and manage your social networks to build customer advocacy. We engage with influencers, advocates and customer communities to identify and acquire user-generated content.

 
CONVERSE

CONVERSE

Social conversations are happening in your hotel. We'll join those conversations as an extension of your property and ensure clear messages across all social channels. We encourage peer-to-peer conversations and respond to social activity of followers.

CONVERT

CONVERT

The goal is to grow followers across your social channels and inspire influencers to become ambassadors. These advocates can boost loyalty for your property. A robust social conversation can encourage followers to move from lookers to bookers.

iRESPONZE SOCIAL MEDIA SERVICES

SERVICES Social Package [A] Social Package [B] Social Package [C] Social Add-on Option[1] Social Add-on Option[2] Social Add-on Option[3]
Social Channels Served Facebook Facebook Facebook+
Instagram
Facebook Management: Acknowledge Check-ins & Manage Inbox Twitter Listening / Alerting Google+ Management: posts feed from Facebook
Monitoring 24/7
Strategy Call 2X/year 2X/year 3X/year 1X/year 1X/year 1X/year
Strategy Development -
Posting Frequency 8-10X/month 12-15X/month 32-40X/month Based on Need - On-going
Content Development - -
Geolocation Tag Monitoring - - Yes - Yes -
Photography Assets
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)
Monthly Reporting -