98 – Travel Media Group Celebrates 1 Million Guest Reviews Responded To

Be part of host Ryan Embree and our quite have Answer & Resolve™ Product Supervisor, Jackie Avery as they rejoice reaching the 1 million visitor testimonials responded to milestone! This episode facts the journey to 1 million, describes how hoteliers can get involved in the future milestone, offers a tiny sneak peek at a model new impending Respond & Resolve™ upgrade, and so much a lot more! This episode is jammed-packed with interesting info for hoteliers all over the world.

Episode Transcript

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Ryan Embree:
Welcome to Suite Location exactly where hoteliers test in and we examine out what is trending in hotel advertising. I’m your host, Ryan Embree. Hi all people. And welcome to another episode of the Suite Place. This is your host, Ryan Embree. Thank you all for listening. We have acquired a very celebratory episode, pretty psyched to share with you. Episode 98, we are counting down to episode 100. So again, thank you all for listening, anywhere you are listening from. And currently of the 98 episodes that we have performed so far, we have acquired a very first time visitor. So it is my pleasure to introduce Jackie Avery. She’s our products manager for our TMG answer and take care of, which is our overview response remedy for our inns. Jackie, welcome to the Suite Location.

Jackie Avery:
Thank you. Delighted to be below.

Ryan Embree:
And I am satisfied that you are here because we are celebrating some astounding humongous news for you and your group have hit the 1 million mark when it arrives to visitor evaluations responded to on-line. This is amazing. Congratulations.

Jackie Avery:
Thank you. Yeah, we’re so excited above below. It was a substantial milestone. Certainly experience great about it.

Ryan Embree:
Certainly. 1 million guest reviews. It is definitely hard to fathom to imagine about that. I know we’ve been maintaining persons current on this podcast as we speak about evaluate response and how significant it is on the figures, but now we’ve strike that amazing milestone. 1 million. Now this is your to start with time on here. So why don’t you go in advance and kind of speak about your function as product or service manager for this actually vital resolution for accommodations?

Jackie Avery:
Of study course. So I oversee all of our writers and manager working day to day operations. When a new customer will come on, I aid work with our other departments to make sure a seamless commence and a definitely critical section of my job is maintaining up to date with industry tendencies and updates to platforms to guarantee that everyone on my group is knowledgeable and is up to day as we can be.

Ryan Embree:
And you have to, right. I signify, you, you and your staff reply to so many on line internet sites across the sector from OTAs, journey advisor, Google, even some social media as nicely. You have hit a million, which is a lot, I’m guaranteed you know, you have occur throughout your beneficial and your damaging types that you reply to. What would you say is your preferred part about responding to assessments?

Jackie Avery:
I adore finding to inform the other side of the tale, in particular when our clients really involved in this circumstance, they convey what occurred to us. And then I get to get that info and existing it in a way that their potential visitors can recognize and relate to. And quite a few hoteliers battle responding to something, particularly when they come to feel disappointed. And I just seriously delight in encouraging ’em with that component.

Ryan Embree:
Absolutely. This is a large emotional toll and expense that it will take to answer to these opinions, specifically if it is a damaging 1 following it’s possible an eight hour, twelve hour shift that you have finished. And someone’s basically contacting you out publicly on the net. So it is not just tricky for, for inns, but anybody to genuinely preserve a tranquil brain when you’re responding to these reviews. You’ve acquired not just by yourself, Jackie, but an full staff of writers, specialist writers primarily based correct below in Maitland, Florida at journey media group headquarters. So I believe we get this question a large amount from hoteliers with so several different kinds of hotels, big and compact, brands and independents. How do you be certain that the reaction matches the hotel’s voice if you’re not bodily on the home, if you’re listed here in Maitland responding to it’s possible a resort on the west coastline?

Jackie Avery:
Yeah, so we have received an very consumer pleasant platform that lets our consumers to update notes in serious time. So for example, if an elevator goes out, they can share with us that it’s broken and check with us to choose an apologetic tone and give us an estimated correct date. If they have common issues, they can depth the scenario for us and current us with how they’d like it tackled in evaluations heading ahead. For example, let’s say your visitors generally complain about the price tag of beach front chairs, but you know, that these seaside chairs are actually a non-public business. It is not your property. You have no regulate in excess of it. You can give us that facts and, and permit us know, you know, choose an empathetic method or in fact, you know, we told them about this at test in, be sure to take a issue of truth tactic. And then we can use that voice and that information to make positive that we’re responding the exact way that the hotelier would if they ended up undertaking it by themselves.

Ryan Embree:
Completely. I consider that’s a wonderful illustration that you talked about suitable there, Jackie, of an empathetic vs . a issue of reality approach. I do not know if a large amount of hoteliers that sit powering the keyboard when they’re responding to the testimonials, they are just responding to so substantially that there is an artwork type to it. It definitely is a ability. And which is a thing that you and your team with undertaking a million visitor testimonials on line have truly variety of honed in on that craft and learned that it is definitely a two way avenue with our resort companions when it comes to evaluate reaction based on the data that they want to express, not to the, just the guest that has remaining the review, but long term travelers that are also wanting and reading through these responses. Now, alongside with these visitor responses, hoteliers genuinely can achieve a whole lot of remarkable insights and beneficial details from the sentiment that your team uncovers in carrying out a evaluation reaction. Can you tell us a little bit more about that?

Jackie Avery:
Definitely. So when our team’s responding to reviews, we’re not only crafting a response, but also auditing sentiment tags on every single single review. We’ve bought all of this details stored in a easy, simple to use system so that our consumers can deep dive into analytics or immediately pop in and examine their top good and damaging tags. So perhaps you’re considering a remodel and you can see the guests have been not happy with the bogs. You wanna make absolutely sure that you’re generating the right choices. So you go forward and glimpse and see particularly what individuals have been complaining about, about the rest room. Is it the sink? Is it the cabinets? Is it the size or let’s say you have built a modify to your housekeeping procedures. So you can go in and see in the earlier 30 days, have your cleanliness tags, have they been trending positively or negatively? So our system compiles all of this and displays it in a genuinely quick to go through simple structure.

Ryan Embree:
Yeah. It’s hard to get that knowledge when you’re just responding type of sparingly to critiques across different platforms, to know, to uncover these patterns and traits. If it’s not really organized and gathered in a way which is significant to the hotelier. Now, a single of the issues we listen to all the time is all right, you are offsite. I can give you notes about my lodge, but I nevertheless wanna be involved in this approach. And, and we’re a person of the handful of overview reaction organizations for resorts that really have a approval method. What form of procedures associated with that for reply and solve in your team?

Jackie Avery:
Yeah. So when it will come to approving responses, our purchasers have alternatives. They get a notification. As soon as the response is drafted from the electronic mail, they can simply click approve or make edits suitable there on the spot. Once a assets feels self-confident that we have captured their hotel voice, they can also decide on to have their responses auto accepted. And even inside this, they can personalize it further more. They could decide on to automobile approve their 4 and five star reviews and then nonetheless examine the one particular, two and a few stars. So sort of, they have options as they even keep in the program lengthier. It is not you manufactured your determination and now that’s what it is. You know, you could change it soon after six months or soon after a yr, as you really feel relaxed. And especially if you are possessing team transform on site, if you have a person new come on, they may want diverse configurations and we can make that alter rapidly. If a hotelier is sent a response and they get no motion, then our process is gonna go ahead and approve it following 24 hours to make positive that we are even now conference all of our time objectives.

Ryan Embree:
Yeah, which is a, that’s a good level. And a large amount of our hoteliers probably even some that are listening correct now, the moment they get to know the truly feel and the material that our skilled writers are actually putting out there and communicating to attendees, they swiftly swap about to that automobile acceptance for the reason that that can also support with the pace of getting the submit up there. But you make a terrific level. The marketplace has been infamous for turnover, but specially someone that is been responding to your assessments, they appear in, they want to get a excellent really feel of the home of the vibe of the voice. This is a good way to do that by obtaining on these approvals. So which is a fantastic position there. Now, a million reviews responded to does not come about right away and we’ve experienced, and, and truly perfected this process and this answer centered on opinions from hoteliers, just like yourselves listening for a variety of a long time now. I’m always curious to see, we chat about it all the time, with social media on this podcast about how which is definitely evolved. How do you sense personally that evaluate response has developed due to the fact, you know, it’s possible the late 2010s, when we 1st begun this solution?

Jackie Avery:
When we initial commenced overview reaction, it was genuinely the development in the sector to not view a assessment as an possibility to link or reconnect with the purchaser, but extra as a box that needed to be checked to steer clear of a brand name payment. But now accommodations see the relevance of building the relationship write-up stay, constructing the content material on-line about their assets and displaying prospective attendees the level of services that they can count on. So there’s definitely been a shift from an obligation and systematic course of action to an option.

Ryan Embree:
Yeah. It’s the hoteliers that are having advantage of that opportunity appropriate now that are leveraging that it it is giving you one more way to connect, deal with guest expectations, which I know is a huge component of review response, for the reason that if you are not environment those people anticipations and points like your responses, then you could fail to meet a guest’s anticipations when they physically appear on home. A million reviews, we’ve acquired hundreds of associates throughout the nation, some intercontinental associates as properly. I’m certain you’ve read some suggestions. What type of feed-back do you get from hoteliers? Since a large amount of this option was crafted on responses from our lodge associates.

Jackie Avery:
Yeah. So not to brag, but we unquestionably get a large amount of praise about, you know, factors you may possibly not anticipate. We get a large amount of thanks for our persistence. So when another person has been really involved in responding to testimonials, they at times have a challenging time allowing go and they wanna be extremely involved giving added details about every evaluate that comes in. So our team will take the info that they’ve given us. We edit the original response. And then we also go forward and update our notes so that we have guidelines that we can use as responses of a related mother nature. Come up once more. So indeed, it can be a bit cumbersome in the beginning, on our conclude, but we’re content to do that since it is what we’ve promised, we wanna listen to from them. And we want their feed-back. It’s seriously aided us variety of update our discussions with purchasers and to make sure that, you know, we’re providing them what they want and they’re in a position to give it back to us in the most straightforward way possible.

Ryan Embree:
Yeah. And what Jackie just explained appropriate there. I would say we, we motivate our hoteliers to do that. An included companion is, is a very good spouse in our eyes. So, yeah, if you’re listening to this and you are partnering with our respond solve, and are one of the million on line responses that we have responded to and you have not performed just about anything, like update your notes or achieve out to us, come to feel no cost to do so due to the fact that stuff really aids our writers. That is what sets us aside from some of the other reaction firms out there and not to place you on the location, Jackie, but I did wanna type of check with you that, what do you consider this is? This is gonna give you an prospect to brag listed here. What do you think sets your evaluation reaction team and, and respond and resolve apart from other answers that could possibly be performing evaluation response ideal now?

Jackie Avery:
I’d have to say our expectations they’re superior and they are not heading to be lowered as brand and traveler anticipations raise. We do not compromise. As a substitute we produce innovate and assure performance on our conclude. All of our departments get the job done jointly to make sure that we’re client centric and we’re concentrated on top quality. So customers know that they can count on us, not only suitable when they indication up, but as they continue to continue to be with us and we carry on to serve them, they can have confidence in that we are going to be performing every little thing we can in an at any time altering sector.

Ryan Embree:
Yeah. It is a good issue. It certainly is at any time changing. And I like that what you talked about with the progress and in that spirit, I’m not gonna enable you off the hook in this article for the reason that, every single solitary time we get a merchandise manager from a option, we know that you are always doing the job on a little something to check out to optimize, make that answer improved. Any possibly therefore you can give us for what’s coming upcoming with react and resolve?

Jackie Avery:
Properly, we’ve had a blast celebrating this milestone, but I’d be lying if I did not acknowledge we’re by now seeking ahead because there is unquestionably some thrilling issues to occur. So as travel’s picked up, we have found an increase in foreign language reviews still left for our resorts. So we’re generating options for our clientele to make the connections that I was chatting about earlier with the visitor in their native language, which will increase the personalization and just help us make it less complicated for our hoteliers to have meaningful interactions with their guests.

Ryan Embree:
Which is wonderful. You’re correct, as we see the return of the international traveler, we’re gonna be acquiring a lot more and far more of these assessments perhaps in unique languages. So which is so fascinating that you men are now looking in direction of the foreseeable future and making ready for that for the up coming significant matter. So, amazing. Nicely, once more, congratulations on this huge, massive milestone for you and your team, Jackie, any ultimate feelings on today’s episode or just critique reaction in basic?

Jackie Avery:
I just actually wanna thank you for acquiring me on right here. And I just, you know, wanna say to absolutely everyone, certainly continue to keep your eyes on us. We have obtained a lot coming and you know, this is just a stepping stone to exactly where we’re likely.

Ryan Embree:
Totally. And if you are a hotelier or hotel team out there listening to this and have in no way regarded as assessment response ahead of, this may possibly be the best time to do so. We are appropriate now in the middle of the summer time, decide up the cellphone, give us a connect with. We’d enjoy to explain to you what our critique response answer for motels is doing for other lodge companions across the state and hope that perhaps you can be a component of this up coming million reviews that Jackie and her crew react to. So, Jackie, thank you so substantially for leaping on the Suite Location now.

Jackie Avery:
Brilliant. Many thanks so a lot for acquiring me, see you subsequent time.

Ryan Embree:
And thank you so significantly for listening. We’ll speak to you future time on the Suite Place. To be a part of our loyalty application, be confident to subscribe and give us a 5 star score on iTunes. Suite Spot is developed by Travel Media Team with protect art by Barry Gordon. I’m your host, Ryan Embree, and we hope you appreciated your keep.