- What is Reputation Scorecard?
The reputation Scorecards is kind of a new service for the hotel industry, studying a hotel's performance in guest satisfaction based on the Global Review Index.
The Global Review Index is a general online reputation grade taking into account ratings from online reviews across over 100 different online travel agencies and review sites worldwide.
It gives a global grade, that allows the customers to have a general overview of the general grading.
The Global Review Index is a general online reputation grade taking into account ratings from online reviews across over 100 different online travel agencies and review sites worldwide.
It gives a global grade, that allows the customers to have a general overview of the general grading.
- How does it compare to Trip Advisor Certificate of Excellence?
The Trip Advisor Certificate of Excellence select accomodations, attractions, and restaurants that constantly demonstrate a commitment to hospitality excellence.
To be eligible, a business must maintain an overall rating of four or higher, as reviewed by travelers on Trip Advisor. Additional criterias include the volume of reviews received within the last 12 months. Trip Advisor is using only its own datas.
Reputation Scorecard system is normally based on a rating between 0-5 or 5-10. The Global Review Index is calculated on a daily basis for each hotel by analyzing the quantitative scores associated with reviews posted (on all the OTA's basis)
In other words, Reputation Scorecard will provide a more complete and relevant analysis of the reputation level of a hotel.
- Which is more important to a hotel, why?
In my opinion, Trip Advisor Certificate of Excellence is more important for a hotel. Even if Reputation Scorecard gives a more relevant result, customers do not know this platform.
By the way, a TACE will have more impact and credibility for customers.
Choose a city - select 5 hotels
NEW YORK
- St Regis
Certificat d'Excellence 2013
Starwood Preferred Guest Loyalty programm directly accessible on the home page of the
St Regis website - Grade of 4,5/5 - Possibility to read the comments of previous guests.
St Regis website - Grade of 4,5/5 - Possibility to read the comments of previous guests.
Certificate of Excellence from Trip Advisor available on the hotel website.
>> Good quality of their answers to guests' comments - Warmful - Professional
Lead by the hotel manager
Lead by the hotel manager
The hotel uses the Certificate of Excelllence on its website. There are some comments of previous guests available on the homepage, linked to Trip Advisor.
We easily have the possibility to read all the other one just by selecting "See all reviews".
We easily have the possibility to read all the other one just by selecting "See all reviews".
>> Good quality of their answers to guests' comments - Warmful - Professional
Lead by the Public Relations Manager of the hotel
Lead by the Public Relations Manager of the hotel
The hotel does not use any Quality Score that is directely linked on their official website.
But they have a link on the Trip Advisor website that is visible on the home page.
Rewarded of a Trip Advisor Certificat d'Excellence 2013. Certificat d'Excellence 2013
>> Good quality of their answers to guests' comments - Warmful - Professional - Lead by the General Manager of the hotel
- Ritz Carlton Central Park
Certificat d'Excellence 2013
The is nothing about Quality Score or Certificate of Excellence on their website.
- Waldorf Astoria Certificat d'Excellence 2013
The hotel have no Quality Score reward visible on its website. It uses a simple "Keep in touch"
page that offers a link to the Trip Advisor website page.
Rewarded of a Trip Advisor Certificat d'Excellence 2013
PEER REVIEWS
Discussion questions:
- What the key findings of the research
The research relies on the power of peer reviews and the difference of impact for millennial travelers. It gathers interviews with hotels, tourism boards, booking sites and various professionals talking about Millennial travel behaviors.
The research put forward the reasons and motivations behing this trend with Skift.
The main idea is that Millennials travelers (generation Y) rely on user-generated peer reviews to help make their travel booking decisions much more than the previous and older generation.
The research explains that one of the main reason reporting the explosive interest in peer-generated ratings & reviews is that they are a way to accompagny the company the booking and to minimize the risk at the fear of the purchase, especially or the unknown independent hotels without a major brand attached to them.
The research explains that one of the main reason reporting the explosive interest in peer-generated ratings & reviews is that they are a way to accompagny the company the booking and to minimize the risk at the fear of the purchase, especially or the unknown independent hotels without a major brand attached to them.
- What is the impact for hoteliers, hotel marketing
Hoteliers, especially the unknown independent hotel without a major brand attached to them, are impacted through the customer purchase decision. Ratings and reviews will help guests to feel helped and accompanied on their booking, and, when they are positive, foster the sales.
Hotel Marketing has to improve and enrich its strategy. They have to divise their ratings system into 2 different part for each hotel : the standardized review process based on a comprehensive set of criteria and the Trip Advisor ones.
- Do you agree or disagree with the findings
Generally speaking, I'm agree with the article's point of view. Millennial are the future of the hospitality industry, as they are the actors of its success.
By the way, hoteliers must be more sensitive to them, and to be much more communicative to be able to reach their expectations. More and more people are sharing their opinions and point of view on social platform. They must be reactive, and must act on a very professional manner.
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