Reputation Enhancement & Management
A strong online reputation isn’t just a reflection of past guest experiences—it’s a powerful driver of future bookings. Our Reputation Enhancement & Management (REM) Program is designed for hotels that are committed to elevating their online review performance and standing out in a competitive digital landscape. Whether your leadership team is focused on raising average review scores, increasing monthly review volume, elevating TripAdvisor performance, or increasing your frequency of stellar reviews, our REM program provides a strategic, results-driven approach to reputation management.
Unlike traditional reputation management services that focus solely on responding to reviews, our REM program takes a holistic approach—we partner with your leadership and guest-facing teams to implement proven best practices that actively shape guest perception and review outcomes. While renovations, upgraded amenities, or new experiences can certainly enhance guest satisfaction, one of the most powerful (and often overlooked) tools for improving online reviews is guest engagement.
That’s why the core of our REM program is Guest Engagement Training—an immersive workshop designed to teach hotel teams how to maximize authentic guest interactions. Through a combination of real-time coaching, quality and comfort check best practices, and strategic conversation techniques, we help hotels naturally increase guest feedback, improve guest satisfaction, and performance metrics across key platforms.
Transforming Conversations into Stories That Shape Reviews
Our Upgraded Service
Our REM program includes everything noted within our Review Response program. Your hotel will have a dedicated Content Producer who crafts unique, on-brand review responses that engage guests and enhance your online reputation.
In addition, we take reputation management a step further by incorporating our Guest Engagement Training Program. This immersive workshop equips your team with the skills to foster meaningful guest interactions, ensuring that positive experiences naturally translate into higher review volumes and stronger scores across key platforms.
Beyond expertly crafted responses, we focus on proactive reputation building, guiding both leadership and guest-facing teams in implementing best practices that drive results. In addition, we will:
Train
Coach guest-facing colleagues on proper comfort checks and asking questions beyond the expected “How are you enjoying your stay?
Set Goals
Mentor
Mentor property champions to develop the skills introduced on training day into a culture within the hotel.
Analyze
Report
Tools
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
GUEST ENGAGEMENT TRAINING - THE ART OF CONVERSATION
Transforming Conversations into Stories That Shape Reviews
Great hotels don’t just provide a place to sleep—they create experiences worth talking about. And the most powerful marketing tool? The voices of your guests.
Our Guest Engagement Training teaches hotel colleagues the art of conversation, helping them invite guests to become storytellers—while they are in-house, with friends, colleagues, and family, and online through reviews.
By being more thoughtful in our own conversation skills, the engagement we share with our guests can result in stories like:
“Oh my gosh—your beds are amazing! If I could fit your mattress in my suitcase and get it through TSA, I’d take it home with me!”
“Every time I stay here, I feel like part of the family. Your team takes such great care of us.”
When guests share moments like these, those same stories often become future reviews—but only if we know how to unlock them. That’s where our Guest Engagement Training comes in.
The Power of the Right Questions
Many hotel teams default to generic questions like “How are you enjoying your stay?” or even worse, asking only at check-out “How did you enjoy your stay?” These generic questions lead to generic answers like:
“Good, thanks.”
“It was great.”
“It was lovely.”
If your review feed features reviews that just say “it was good”, or “it was great” or “it was lovely” – would that feedback be influential in encouraging more guests to click the “Book Now” button to stay at your hotel? Not so much. We need reviews that tell our story (and management responses that further tell that story).
In our Guest Engagement Training Workshops, we teach teams how to ask thoughtful, open-ended questions that invite real dialogue. Instead of generic questions heard at 3,217 other hotels, colleagues learn to guide conversations that:
✔ Reveal what guests genuinely love
✔ Uncover small areas for improvement
✔ Make guests feel heard and valued
✔ Build rapport and create moments with guests. Oftentimes – it’s our conversations that generate WOW moments!
✔ Naturally lead to positive online reviews
Our training builds a framework for guest comfort checks, teaching colleagues how to eloquently and confidently ensure that each guest feels perfectly at home. We also teach colleagues that if the conversation allows, we should invite guests to share their experiences—both in person and online. Encourage guests to share their experiences so future travelers know what to expect when visiting your hotel.
And when a guest says, “Everything is great except…”—we focus on resolution strategies that turn areas of concern into opportunities for loyalty.
Training Day Structure & Post-Training Support
To make training seamless for operations:
✔ Multiple sessions are offered throughout the day to accommodate all shifts.
✔ Each session is capped at 6 team members (except for the Managers’ Session, which includes all managers). In a two-day visit, we can train up to 36 guest-facing colleagues.
✔ Role-playing exercises help colleagues practice real-world scenarios
Optional Onsite Coaching
Our facilitator can stay for up to two additional days, working alongside your team during AM and PM Lobby Ambassador shifts—ensuring that training translates into real interactions.
Sustaining the Momentum
Training doesn’t stop after Day One. We continue to support your Property Champions (typically Front-of-House Managers) through:
✔ Daily Learning Checks: A 7-day series of quick knowledge refreshers for our Property Champions.
✔ Trivia & Interactive Challenges: Reinforcing key learnings in a fun way.
✔ Custom Tools: Posters, pocket cards, and more —to keep storytelling top of mind.
✔ Weekly Calls: Reviewing goals, driving engagement, and strengthening culture.
✔ Post-Training Gamification: Motivation programs, contests, and recognition initiatives.
✔ Weekly Reports: To track progress and celebrate wins.
By shifting the focus from transactions to storytelling, we create stronger guest connections, a more engaged team, and richer reviews – one conversation at a time.