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

Sign up for host Ryan Embree and our pretty personal Answer & Resolve™ Product or service Supervisor, Jackie Avery as they celebrate reaching the 1 million visitor testimonials responded to milestone! This episode aspects the journey to 1 million, points out how hoteliers can get concerned in the subsequent milestone, presents a very little sneak peek at a brand name new forthcoming React & Resolve™ improve, and so much additional! This episode is jammed-packed with fascinating data for hoteliers all over the world.

Episode Transcript

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Ryan Embree:
Welcome to Suite Spot in which hoteliers verify in and we check out out what is trending in lodge marketing. I’m your host, Ryan Embree. Hello there everyone. And welcome to another episode of the Suite Location. This is your host, Ryan Embree. Thank you all for listening. We’ve got a extremely celebratory episode, extremely excited to share with you. Episode 98, we are counting down to episode 100. So yet again, thank you all for listening, anywhere you are listening from. And now of the 98 episodes that we have finished so much, we’ve bought a 1st time visitor. So it is my pleasure to introduce Jackie Avery. She’s our merchandise supervisor for our TMG react and solve, which is our assessment reaction solution for our hotels. Jackie, welcome to the Suite Place.

Jackie Avery:
Thank you. Delighted to be right here.

Ryan Embree:
And I am content that you are listed here mainly because we are celebrating some incredible humongous information for you and your workforce have hit the 1 million mark when it comes to visitor critiques responded to on the net. This is wonderful. Congratulations.

Jackie Avery:
Thank you. Yeah, we’re so fired up above here. It was a enormous milestone. Absolutely sensation excellent about it.

Ryan Embree:
Certainly. 1 million visitor testimonials. It is actually difficult to fathom to believe about that. I know we’ve been keeping people today up-to-date on this podcast as we speak about evaluate reaction and how significant it is on the quantities, but now we have strike that incredible milestone. 1 million. Now this is your first time on below. So why really do not you go in advance and form of converse about your part as item manager for this seriously vital option for resorts?

Jackie Avery:
Of system. So I oversee all of our writers and manager day to day operations. When a new customer comes on, I assistance perform with our other departments to assure a seamless begin and a seriously essential aspect of my work is holding up to day with marketplace traits and updates to platforms to assure that everyone on my staff is knowledgeable and is up to date as we can be.

Ryan Embree:
And you have to, suitable. I suggest, you, you and your crew respond to so many online web-sites throughout the industry from OTAs, trip advisor, Google, even some social media as well. You have hit a million, that’s a ton, I’m guaranteed you know, you’ve appear across your good and your damaging kinds that you reply to. What would you say is your favorite portion about responding to evaluations?

Jackie Avery:
I appreciate having to tell the other facet of the story, especially when our purchasers seriously included in this predicament, they convey what occurred to us. And then I get to just take that details and present it in a way that their long run friends can fully grasp and relate to. And many hoteliers wrestle responding to a little something, especially when they sense frustrated. And I just truly love helping ’em with that component.

Ryan Embree:
Completely. This is a substantial emotional toll and charge that it takes to respond to these assessments, primarily if it’s a damaging a single soon after probably an eight hour, twelve hour change that you have completed. And someone’s basically contacting you out publicly on the web. So it is not just challenging for, for hotels, but anyone to definitely retain a calm intellect when you are responding to these evaluations. You’ve obtained not just on your own, Jackie, but an overall team of writers, experienced writers centered appropriate right here in Maitland, Florida at journey media group headquarters. So I feel we get this question a ton from hoteliers with so a lot of diverse kinds of motels, large and smaller, brand names and independents. How do you guarantee that the reaction matches the hotel’s voice if you are not physically on the house, if you’re here in Maitland responding to it’s possible a resort on the west coastline?

Jackie Avery:
Yeah, so we’ve bought an very consumer pleasant platform that allows our customers to update notes in actual time. So for case in point, if an elevator goes out, they can share with us that it is broken and request us to take an apologetic tone and give us an believed take care of date. If they have typical grievances, they can detail the condition for us and existing us with how they’d like it addressed in testimonials heading ahead. For illustration, let’s say your friends usually complain about the price of seashore chairs, but you know, that these beach chairs are really a personal business. It is not your home. You have no management about it. You can give us that information and facts and, and allow us know, you know, choose an empathetic technique or really, you know, we explained to them about this at examine in, remember to take a matter of point approach. And then we can use that voice and that info to make certain that we’re responding the same way that the hotelier would if they have been undertaking it themselves.

Ryan Embree:
Completely. I imagine that is a excellent illustration that you talked about correct there, Jackie, of an empathetic vs . a subject of reality approach. I don’t know if a lot of hoteliers that sit powering the keyboard when they’re responding to the reviews, they’re just responding to so a lot that there’s an artwork sort to it. It definitely is a skill. And that’s one thing that you and your staff with doing a million guest evaluations on line have truly kind of honed in on that craft and figured out that it’s truly a two way avenue with our hotel partners when it comes to critique reaction centered on the facts that they want to express, not to the, just the guest that has remaining the evaluation, but foreseeable future vacationers that are also looking and looking at these responses. Now, together with these visitor responses, hoteliers genuinely can achieve a ton of unbelievable insights and precious information from the sentiment that your crew uncovers in executing a overview response. Can you explain to us a tiny little bit far more about that?

Jackie Avery:
Unquestionably. So when our team’s responding to reviews, we’re not only crafting a response, but also auditing sentiment tags on each individual single critique. We’ve received all of this information stored in a convenient, quick to use system so that our shoppers can deep dive into analytics or speedily pop in and look at their top positive and negative tags. So it’s possible you’re thinking about a rework and you can see the attendees have been unsatisfied with the loos. You wanna make guaranteed that you are earning the appropriate options. So you go in advance and search and see particularly what persons have been complaining about, about the toilet. Is it the sink? Is it the cabinets? Is it the size or let us say you’ve made a change to your housekeeping procedures. So you can go in and see in the previous 30 times, have your cleanliness tags, have they been trending positively or negatively? So our platform compiles all of this and shows it in a truly easy to study functional format.

Ryan Embree:
Yeah. It is difficult to get that facts when you are just responding kind of sparingly to opinions across diverse platforms, to know, to uncover these patterns and tendencies. If it’s not really arranged and gathered in a way which is meaningful to the hotelier. Now, a single of the matters we hear all the time is all suitable, you’re offsite. I can give you notes about my hotel, but I even now wanna be involved in this system. And, and we’re just one of the few assessment response firms for hotels that truly have a approval method. What form of procedures concerned with that for answer and resolve in your team?

Jackie Avery:
Yeah. So when it arrives to approving responses, our purchasers have choices. They get a notification. As quickly as the response is drafted from the e mail, they can simply click approve or make edits ideal there on the spot. After a property feels self-assured that we have captured their lodge voice, they can also decide on to have their responses auto accredited. And even in just this, they can personalize it even further. They could pick to vehicle approve their 4 and five star reviews and then however check out the one particular, two and three stars. So sort of, they have alternatives as they even keep in the method lengthier. It is not you designed your conclusion and now that is what it is. You know, you could modify it just after 6 months or following a yr, as you really feel at ease. And specially if you are acquiring staff members modify on website, if you have anyone new come on, they might want diverse options and we can make that alter immediately. If a hotelier is despatched a response and they choose no motion, then our procedure is gonna go forward and approve it immediately after 24 hours to make certain that we are continue to meeting all of our time ambitions.

Ryan Embree:
Yeah, that is a, that is a good level. And a large amount of our hoteliers it’s possible even some that are listening correct now, at the time they get to know the experience and the information that our experienced writers are essentially putting out there and speaking to guests, they speedily swap more than to that vehicle approval mainly because that can also support with the velocity of acquiring the publish up there. But you make a wonderful point. The industry has been notorious for turnover, but especially someone that is been responding to your evaluations, they occur in, they want to get a fantastic feel of the assets of the vibe of the voice. This is a great way to do that by acquiring on these approvals. So that is a excellent level there. Now, a million testimonials responded to does not materialize right away and we have had, and, and really perfected this approach and this solution based on feedback from hoteliers, just like yourselves listening for a amount of years now. I’m normally curious to see, we discuss about it all the time, with social media on this podcast about how that is truly developed. How do you sense individually that evaluate reaction has developed considering that, you know, probably the late 2010s, when we to start with commenced this solution?

Jackie Avery:
When we first started evaluate reaction, it was genuinely the craze in the market to not look at a review as an opportunity to hook up or reconnect with the consumer, but extra as a box that required to be checked to avoid a brand name fee. But now inns see the importance of earning the relationship article stay, developing the content material online about their property and exhibiting probable attendees the stage of support that they can be expecting. So there’s certainly been a change from an obligation and systematic course of action to an opportunity.

Ryan Embree:
Yeah. It is the hoteliers that are taking gain of that chance correct now that are leveraging that it it is offering you yet another way to converse, take care of guest expectations, which I know is a huge element of evaluation reaction, because if you are not setting those people anticipations and issues like your responses, then you could are unsuccessful to satisfy a guest’s anticipations when they physically appear on residence. A million testimonials, we’ve obtained hundreds of companions across the nation, some global companions as well. I’m certain you have listened to some feedback. What sort of opinions do you get from hoteliers? Due to the fact a ton of this answer was crafted on feedback from our lodge associates.

Jackie Avery:
Yeah. So not to brag, but we unquestionably get a whole lot of praise about, you know, matters you could not expect. We get a good deal of thanks for our persistence. So when anyone has been truly concerned in responding to critiques, they from time to time have a really hard time allowing go and they wanna be quite associated offering more information about each and every review that arrives in. So our crew can take the facts that they’ve supplied us. We edit the initial reaction. And then we also go forward and update our notes so that we have tips that we can use as responses of a very similar character. Come up yet again. So of course, it can be a little bit cumbersome in the commencing, on our stop, but we’re pleased to do that mainly because it is what we have promised, we wanna listen to from them. And we want their opinions. It is truly assisted us kind of update our discussions with shoppers and to make confident that, you know, we’re offering them what they want and they are equipped to give it back to us in the best way achievable.

Ryan Embree:
Yeah. And what Jackie just described right there. I would say we, we persuade our hoteliers to do that. An associated spouse is, is a very good lover in our eyes. So, yeah, if you’re listening to this and you are partnering with our answer solve, and are one of the million on the web responses that we’ve responded to and you haven’t done anything at all, like update your notes or reach out to us, feel no cost to do so since that stuff seriously allows our writers. That is what sets us apart from some of the other response companies out there and not to set you on the spot, Jackie, but I did wanna form of ask you that, what do you believe this is? This is gonna give you an chance to brag listed here. What do you imagine sets your overview response staff and, and respond and resolve aside from other methods that might be executing review reaction right now?

Jackie Avery:
I’d have to say our criteria they’re substantial and they are not likely to be reduced as manufacturer and traveler expectations maximize. We do not compromise. Instead we acquire innovate and guarantee effectiveness on our stop. All of our departments perform collectively to make sure that we’re client centric and we’re focused on excellent. So clients know that they can count on us, not only suitable when they indication up, but as they proceed to keep with us and we carry on to provide them, they can believe in that we are likely to be carrying out everything we can in an at any time altering field.

Ryan Embree:
Yeah. It’s a wonderful point. It certainly is at any time changing. And I love that what you talked about with the improvement and in that spirit, I’m not gonna permit you off the hook right here for the reason that, each individual solitary time we get a solution supervisor from a resolution, we know that you are constantly doing the job on some thing to try out to optimize, make that resolution superior. Any probably hence you can give us for what is coming following with answer and resolve?

Jackie Avery:
Very well, we’ve experienced a blast celebrating this milestone, but I’d be lying if I did not admit we’re currently on the lookout ahead because there is surely some enjoyable factors to occur. So as travel’s picked up, we’ve observed an raise in overseas language testimonials left for our inns. So we’re generating alternatives for our clients to make the connections that I was talking about earlier with the guest in their indigenous language, which will enhance the personalization and just enable us make it simpler for our hoteliers to have meaningful interactions with their company.

Ryan Embree:
Which is amazing. You’re correct, as we see the return of the international traveler, we’re gonna be getting much more and much more of these opinions potentially in different languages. So that’s so interesting that you guys are previously hunting in direction of the foreseeable future and planning for that for the up coming massive thing. So, brilliant. Effectively, all over again, congratulations on this large, massive milestone for you and your staff, Jackie, any final thoughts on today’s episode or just assessment response in typical?

Jackie Avery:
I just actually wanna thank you for having me on listed here. And I just, you know, wanna say to everybody, definitely preserve your eyes on us. We’ve got a lot coming and you know, this is just a stepping stone to in which we’re going.

Ryan Embree:
Completely. And if you’re a hotelier or hotel team out there listening to this and have under no circumstances viewed as evaluation reaction in advance of, this could be the excellent time to do so. We are correct now in the middle of the summer, choose up the telephone, give us a get in touch with. We’d enjoy to explain to you what our critique response option for accommodations is executing for other resort partners across the place and hope that possibly you can be a aspect of this next million critiques that Jackie and her team answer to. So, Jackie, thank you so considerably for leaping on the Suite Location today.

Jackie Avery:
Wonderful. Many thanks so substantially for acquiring me, see you next time.

Ryan Embree:
And thank you so significantly for listening. We’ll talk to you up coming time on the Suite Spot. To sign up for our loyalty plan, be positive to subscribe and give us a 5 star score on iTunes. Suite Location is generated by Vacation Media Group with cover artwork by Barry Gordon. I’m your host, Ryan Embree, and we hope you relished your remain.