TrustYou Provides HEI Hotels & Resorts a Simple and Effective Online Reputation Management Platform
September 12, 2014 7:01am
The following interview is with Emma Shaybani of HEI Hotels and Resorts. HEI Hotels and Resorts is a leading hospitality investment and management company with brands ranging from Westin and Le Meridien to Aloft and Hyatt.
Q. Ms. Shaybani, you track the online reputations of HEI's entire portfolio. Why do you think that online reputation is so vital to a hotel's business?
A. Reviews and guests' opinions are incredibly important when travelers are looking to make a booking decision. Therefore, a hotel's online reputation has the ability to make or break a hotel. Properly managing a hotel's reputation ensures that it is living up to - or exceeding! - guests' expectations.
Q. How does HEI manage the online reputations of its multiple brands and portfolios?
A. The brands that I work with all use different online reputation management (ORM) tools, so I have worked within each brand's preferred tool to track key performance indicators like overall scores, management response rates and semantic scores.
Q. That sounds complicated. What do you like about TrustYou's ORM tool?
A. As I said, I use many ORM systems, but TrustYou makes analyzing, and responding to reviews an easy task. TrustYou has made what can be a complex task time efficient for both myself and the General Managers. The layout allows for easy navigation and displays crucial information in a format anyone can understand.
Q. So, ease of use is key?
A. Ease of use and efficiency can make or break a hotel's online reputation, especially for companies like HEI that manage multiple brands or hotels. That may sound like a strong statement, but if the tool is clunky or complicated, hotels just won't use it or won't use it effectively.
Q. Are you able to share any stats about how managing a hotel or brand's online reputation through TrustYou has helped to improve its scores?
A. We do not publicly publish any internal statistics, but using TrustYou's tools, we can quickly benchmark our portfolios to ensure that any areas that need improving are fixed immediately.
Ms. Shaybani, thanks for your time.
hei hotels & resorts,
reputation management platform
Contact: Margaret Ady
+49 89 548 029 25
HEI Hotels & Resorts Appoints David Friederich as Managing Director of The Whitley Opening Soon in Atlanta's Buckhead Neighborhood
Hawks Cay Resort in the Florida Keys, Damaged from Hurricane Irma, Elects to Embark on Phased Renovation
Thomas Lind Named General Manager of The Hotel at Avalon, Set for January Opening in Alpharetta, Georgia
Rockpoint Group and HEI Hotels & Resorts Set to Open Hotel Republic San Diego in October Joining Marriott's Autograph Collection
Lennox Capital Partners Acquires The 255-Room Westin St. Louis from HEI Hotels & Resorts
TrustYou and Welcome Systems Form Strategic Partnership to Help Hotels Collect Guest Reviews
TrustYou Continues Rapid Growth with Appointment of New U.S. Head of Sales
Learning About APIs - A Primer in Hotel Techology
IBC Brings Relationship Management to Independent Hotels via Strategic TrustYou Partnership
TrustYou Analysis Identifies Review Topics that Impact the Hotel Reputation the Most
TrustYou Expands Presence in Southern Africa Through Strategic Alliance with Distribution Partner Rainmaker Digital
Pan Pacific Hotels Group Appoints TrustYou to Manage All Guest Reviews and Surveys Through One Feedback Platform
Arden Group Acquires 763-Room Sheraton Atlanta Hotel with $7 Million Additional Renovations Planned
TrustYou Solidifies International Presence Through New Partnerships Around the Globe
Are Chatbots the Key to Guest Satisfaction?
How Paying Closer Attention to Guest Reviews Can Impact Your Hotel's Bottom Line
TRIPBAM and TrustYou Announce Hotel Review Data Integration Partnership
TrustYou Study Uncovers Travelers’ Online Search and Booking Behaviors
RIU Hotels & Resorts Chooses TrustYou to Manage and Analyze Feedback Globally Through One Guest Feedback Platform
2017 Will Be The Year of the Hotel Guest
Please login or register to post a comment.