Of the many TMG solutions, your Reputation Influence strategy (also known as our “post-stay survey”) is the hidden gem of TMG Reputation Management strategies. Designed to keep negative comments private and redirect positive feedback to public third-party sites, if used correctly, this solution is a game-changer for making a positive impact on your OTA scores. Not only is this a great opportunity for the guest to share their thoughts about their stay, but it’s also a chance for you to learn how your hotel can improve privately. Below are five very simple ways to increase the impact of this program with minimal additional effort.

1. Print the first page of the survey and post it at the front desk. 

• This is the easiest way to increase participation and create a sense that your staff genuinely cares about the guest’s experience.
• Simply having a visual at the front desk will make a huge impact. Your team can refer to it when introducing the survey at check-in. It also helps familiarize the guest, so when they open the email, they recognize the image of your survey. Having seen that image already increases the chances that they will interact with it.  

2. Raise awareness with guests and with staff.

• The key to maximizing the effectiveness of your email strategy is engaging guest interaction, as emails are often easily overlooked these days. So, how can you encourage the guest to engage with your post-stay survey? It may seem strange, but the best time to introduce your post-stay survey is actually at check-in. This is because your team members have the guest’s full attention, and the idea will have time to marinate during the guest’s stay. 
• Additionally, since those moments with your front desk staff are so crucial, it is also strongly encouraged to involve your staff in your approach and educate them on how the surveys impact your hotel’s performance. 

3. Collect a valid email address – This is especially vital for Expedia guests. 

• Instead of simply asking for reviews, invite the guest to be a part of your team’s success by presenting the survey as a way to connect with management after their stay. Here is an example verbiage that your hotel can use to introduce the post-stay emails during check-in and handle any objections:

“Since our priority is providing the best guest experience possible, management would really like to connect with you after your stay. 

We want to ensure that you can reach us, or we can reach you, in case you leave anything behind or if you encounter any issues during your stay.

It is a privilege to hear about your experience, and it would mean the world to our team if you could respond to the survey with your feedback and let us know how everything was.”

• Other hotels have also had success offering incentives to staff and/or guests for collecting emails, such as free drinks, discounts, gift cards, and pizza parties.

4. Upload emails daily. 

• Third-party sites don’t sleep on requesting reviews. This is why uploading guests’ emails daily gives your survey a fair chance, especially if someone at the front desk has already built rapport with the guest at check-in.

5. Respond to surveys from the TMG OneView platform.

• Even though their negative comments are entirely private, it is still important to show those valued guests that you care about their experience at your hotel. If they reach out and expect to hear back, but receive no response, there is a chance they will still express their disappointment on a public site.
• Responding to their criticism demonstrates that management cares about their experience and decreases the chance that they will take complaints to a public site. 
• To learn how to respond to guest feedback, check out this helpful TMG page for everything you need to know.

Since understanding how guests enjoy their time at your hotel is critical for assessing your hotel’s performance, optimizing your post-stay email campaign will enhance the value of your Reputation Influence strategy. 

As our Respond & Resolve Product Director, Jackie Avery always says, “It is a privilege to get to know how the guest felt about their stay and even though it can be hard to do in the moment, always remain grateful that you have the chance to connect with them one last time.”