Reputation Enhancement & Management

Our Reputation Enhancement & Management (REM) Program was designed for those hotels that are focused on elevating their online review performance. The leadership team might have goals in elevating their average review scores, the volume of reviews received each month, or perhaps other metrics such as TripAdvisor rank are important.

Our REM program offers a more holistic approach to reputation management in that we become a strategic partner. We will work with your leadership and guest-facing teams to put best practices in place to drive results. While renovations, new amenities, or new experiences can certainly elevate review performance, so too can capitalizing on guest engagement.

With this in mind, the core of our REM program is our Guest Engagement Training workshops which will be hosted during a property visit. These workshops teach colleagues how to maximize the opportunities available within the authentic conversations we are already having with our guests. We teach the value of a proper quality or comfort check and put best practices in place which organically skyrocket positive review volumes and local rankings across meaningful platforms.

2000+

Guest-Facing Hotel Colleagues Trained

2.1M+

Guest Engagement Conversations Initiated

72%

REM Refferals Made from Hotels That Found Value in our Training Program

Our Upgraded Service

Our REM program includes everything noted within our Review Response program. Your hotel will have a dedicated Content Producer who will craft unique, on-brand review responses that engage your guests and enhance your reputation. In addition, we will:

Train

Train guest-facing colleagues on proper quality checks and inviting guest reviews.

Set Goals

Set goals aimed at generating results and making the business more competitive within the market.

Coach

Coach property champions on how to develop training content into a team culture.

Analyze

Analyze goals versus realized numbers and identify trends.

Report

Report weekly results and an expanded set of monthly data.

Tools

Provide a toolbox for property champions to generate team participation.

Our Reputation Enhancement and Management (REM) service includes:

An extensive discovery process to gain a comprehensive understanding of your business, unique selling features, brand voice, and desired messaging
A complete audit of your online performance
A comprehensive analysis to identify your business’ strengths, weaknesses, opportunities, and threats related to your online reputation
Our Guest Engagement Training workshops focused on effective guest dialogue and the power of each review
Development of an enhancement strategy aimed at elevating your performance and reaching established goals
A dedicated Content Producer who will craft unique and engaging review responses across multiple platforms, and publish them upon approval
A comprehensive month-end reporting suite and weekly snapshot reviewed during recurring conference calls

WHAT OUR CLIENTS SAY

Working with Reputation Lab through the REM program has been an exceptional experience. The comprehensive training provided by their team has had a significant impact on our hotel's performance, elevating our online reputation to new heights. Since implementing the REM program, we have experienced remarkable progress in our rankings, moving up 26 spots on TripAdvisor. This improvement is a testament to the effectiveness of the strategies and techniques imparted through the program. The tangible results we have achieved are truly impressive. We have witnessed a notable 40% increase in review volume on TripAdvisor YTD, indicating a heightened level of guest engagement and satisfaction. Furthermore, our review scores have improved by 4/10 compared to the previous year. Not only have we seen significant growth in our TripAdvisor metrics, but our scores on other prominent platforms such as Booking.com, Expedia, Hotels.com, and Google have also displayed substantial YOY improvements, with some scores increasing by a full point. We attribute these exceptional achievements to the invaluable support and guidance provided by the experienced team at Reputation Lab. Their expertise in reputation enhancement and management has empowered us to optimize our online presence and elevate guest satisfaction levels. Based on our outstanding experience, I wholeheartedly recommend Reputation Lab's services to other hotels seeking to enhance their online reputation, improve their performance, and exceed guest expectations. Thank you to the Reputation Lab team for their partnership, dedication, and the transformative impact they have had on our hotel's success.”

"Increasing our guest matrix scores can’t sit with one person, it’s really a team effort. The employee training program implemented by The Reputation Lab has made online reputation an ongoing conversation in our hotel and part of the overall culture within the building. As a result, we’ve seen increases in guest matrix scores and on platforms like TripAdvisor."

Our team completed a training program offered by The Reputation Lab, and I can confidently say that it was a game-changer for my team. The program was incredibly well-designed, with a perfect balance between concept and practice. What impressed me the most was the expertise of the trainers. They were all experienced professionals in their respective fields and had a deep understanding that made it easy for my team to comprehend. They went to in-depth training on open ended questions which is something my team struggled with. They worked closely with my team using real life examples that worked for each department. This gave my team the confidence they needed to begin inviting the review to all of our guest!

Since hosting the training we have seen a major improvement amongst our teams interactions and our overall scores. We have moved 9 spots on TripAdvisor, which is incredible! It has been a wonderful morale booster for our team and great recognition for our current and future guests.

I would highly recommend this training program to anyone looking to make positive changes with their team. It was a truly valuable experience that has motivated my team more than ever! Thanks Rep Lab!

The Training

Reputation Management Efforts Drive Results

Appealing to more than 64% of our hospitality partners, our Reputation Enhancement and Management program features our results-driven Guest Engagement Training workshops. A typical training visit will include a Manager Training Event, a one-on-one Training Session with your property champions, and multiple workshops hosted for guest-facing colleagues such as guest reception, valet, bell, engineering, security, servers, bartenders, and more. We host the same 100-minute training workshop multiple times throughout the day, allowing operations to continue as just a few colleagues are in training at any given time.

These training sessions teach guest-facing colleagues the value of a strategic and thoughtful quality check and the need to drive more guest feedback. We coach colleagues on the value and skill of using open-ended questions and we challenge your team to throw out the expected generic questions.

The introduction of new material occurs on the day of training, but we know the real skills develop in the days and weeks that follow that training event. With this in mind, we support our partners post-training as well. Post-training, your dedicated Account Manager will partner with your Property Champion and mentor that colleague using the following tools and resources:

Weekly calls will be hosted with Property Champions in which we will review the achievement of weekly goals.
Our weekly calls will also focus on developing the culture and driving participation from the team.
The Reputation Lab will sponsor post-training gamification.
Additional contests and motivational programs will also be shared as needs are assessed.
A seven-day run of daily post-training learning-checks will be sent to the Property Champion.
Trivia Questions that embody the training content will be shared with Property Champions to execute with the team.
Posters, pocket-cards, and tracking cards will be provided to your property champion.
Weekly Reports will be sent and should be shared in part with the team.

Our goal post-training is to ensure we have a Champion/Leader on property who continues to work with the team in developing the new skills and achieving the new goals introduced during our training event. Several milestones will be established and with a dedicated partnership, buy-in to the program, and consistency in participation, we hope to achieve those goals and see the results on websites like Google, TripAdvisor, and more.