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Guest Reviews Management

Guest Reviews Management

What is Guest Reviews Management?

Guest Reviews Management is the process of monitoring, analysing, and responding to guest feedback on online travel agencies (OTAs), review platforms, and social media. It involves keeping track of ratings, spotting recurring problems, and communicating with guests to maintain a positive online reputation.

How it affects hotels

For hotels, how well they manage reviews has a direct effect on how many rooms they can sell and on overall revenue performance. It's important to respond to reviews—whether they're positive or negative—because it demonstrates customer care and transparency.

Managers can improve operations, train staff, and adjust their offerings by analysing feedback trends. Integration with PMS or CRM systems allows hotels to link reviews to guest profiles, enabling personalised service and targeted upselling for future stays.

What the job involves

  • Front desk: Encourage guests to leave reviews.
  • Management: Monitor reports, set response policies, and handle recurring issues.
  • Marketing: Optimise online listings and highlight positive feedback.

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Related articles:
FAQ
How do hotels manage guest reviews?
Why is it important to manage reviews from guests?
Which systems work with Guest Reviews Management?
How quickly should hotels respond to guest reviews?
Can responding to negative reviews improve reputation?
Do guest reviews affect a hotel’s ranking on OTAs?

Other Key Terms

Average Daily Rate (ADR)

Average Daily Rate (ADR) is a key hotel performance metric that measures the average revenue earned per occupied room in a given period.It is calculated by dividing total room revenue by the number of rooms sold, excluding complimentary or out-of-order rooms.

Automated Upselling

Automated upselling is the use of software to automatically suggest and sell room upgrades, add-ons, or services to guests without having to involve staff. It uses guest data, timing, and personalisation algorithms to automatically present relevant offers during or after booking, via email, chat, or PMS-integrated tools.

Allotment in Hospitality

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Data Security in Hospitality

Data security in the hotel industry means protecting guest and operational data from unauthorised access, breaches, or misuse. It includes all the policies, technologies, and operational practices designed to keep personal data safe within hotel systems.This data can include guest names, payment details, contact information, and booking histories.