1. 5 Key Trends in Online Reputation
Management for Hotels!
March 8th, 2012!
March 8th 2012!

2. About The Company
• Founded in October 2008, ReviewPro is based in Barcelona and has a
team of nearly 60 people!
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3. 5 Key Trends in Online Reputation Management
1. Online indexes will become the leading barometer for guest
satisfaction benchmarking "
2. The impact of social analytics will play a key role in revenue
management!
3. The social web will allow for turning insight into action across the
entire organization!
4. Short-format & mobile reviews will become increasingly important!
5. Hoteliers will realize that it is one thing to “join the gym” and another
thing to “get into shape”!
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4. The key driver for your business
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5. Unparalled universe of data
Global Review Semantic
IndexTM! Analysis!
ONLINE
REPORTING! ALERTS!
TOOL!
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6. The GRI as a leading industry benchmark
“"
Up to 20% of the variable salary of our directors is now determined
on the position of the hotel in online review rankings. The idea is to
incentivize that the hotels are always in the top three positions in the
market they compete in.!
Gabriel Escarrer Jaume, CEO, Meliá Hotels International
(in Expansion.com) !
March 8th 2012! 6!

7. 5 Key Trends in Online Reputation Management
1. Online indexes will become the leading barometer for guest
satisfaction benchmarking !
2. The impact of social analytics will play a key role in revenue
management"
3. The social web will allow for turning insight into action across the
entire organization!
4. Short-format & mobile reviews will become increasingly important!
5. Hoteliers will realize that it is one thing to “join the gym” and another
thing to “get into shape”!
March 8th 2012! 7!

8. Your ORM has a direct impact on revenue
“" “"
Guests are willing to pay 38% A 1-point increase in a
more for hotels whose online review score equates to a
reviews indicate top-level 9% increase in average
service ! daily rate.!
comScore" Brian Ferguson, Expedia"
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9. Three ways your online reputation influences revenue
1. Maximizing ADR!
2. Optimizing online distribution revenue!
3. Increasing conversion rates on your own website!
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10. Maximizing ADR
• Some of our chain customers use the following approach:!
– Export the Global Review IndexTM (GRITM) for each hotel from
ReviewPro !
– Cross-reference GRITM with each hotelʼs ADR data!
– Identify potential price increases!
• Monitoring guest response has proven that people are prepared to pay a
higher price for excellence in service!
ADR
x
x
x x
GRI
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11. Optimizing online distribution revenue
• Source Indexes to identify opportunities to optimize online distribution
strategy!
• Competitive analysis helps identify opportunities where a small effort can
lead significant increases in online distribution revenue!
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12. Increasing conversion rates
• ReviewPro Quality Seal and
review publishing feed increase
trust and help increase conversion
rates!
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13. 5 Key Trends in Online Reputation Management
1. Online indexes will become the leading barometer for guest
satisfaction benchmarking !
2. The impact of social analytics will play a key role in revenue
management!
3. The social web will allow for turning insight into action across
the entire organization"
4. Short-format & mobile reviews will become increasingly important!
5. Hoteliers will realize that it is one thing to “join the gym” and another
thing to “get into shape”!
March 8th 2012! 13!

14. Product improvement
• Used semantic
analysis to improve
breakfast offering!
• Significantly reduced
the number of
negative reviews and
comments!
“"
Our overall ratings improved considerably after we
implemented these measures.!
!
" "" - Ricardo Samaan, Olivia Plaza Hotel"
"
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15. Managing improvement within the organization
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16. Share feedback throughout the organization
• CitizenM hotels
share the monthly
reports with their
entire team by
hanging them up in
the staff room!
• Small competitions
between the hotels
ensure everyone is
aware of online
reputation!
March 8th 2012! 16!

17. 5 Key Trends in Online Reputation Management
1. Online indexes will become the leading barometer for guest
satisfaction benchmarking !
2. The impact of social analytics will play a key role in revenue
management!
3. The social web will allow for turning insight into action across the
entire organization!
4. Short-format & mobile reviews will become increasingly
important"
5. Hoteliers will realize that it is one thing to “join the gym” and another
thing to “get into shape”!
March 8th 2012! 17!

18. Customer Service: Corinthia Hotels
• Use their Twitter account to
provide service to their guests
!
“"
Weʼre turning negatives into positives. Weʼre transparent in reacting to issues
in front of everyone. That helps our customers trust us.!
Jason Potter, Corinthia Hotels!
March 8th 2012! 18!

19. 5 Key Trends in Online Reputation Management
1. Online indexes will become the leading barometer for guest
satisfaction benchmarking !
2. The impact of social analytics will play a key role in revenue
management!
3. The social web will allow for turning insight into action across the
entire organization!
4. Short-format & mobile reviews will become increasingly important!
5. Hoteliers will realize that it is one thing to “join the gym” and
another thing to “get into shape”"
March 8th 2012! 19!

20. ORM requires continuous work
• The leading hotel organizations are:!
– Establishing clear goals for GMʼs and other employees!
– Leveraging opportunity across multiple departments!
– Including ORM as part of their regular reporting processes!
• ReviewPro porvides on-going support!
– Guides and case studies!
– Introduction training for all users!
– Special client webinars on latest trends
and best practices!
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21. Contact
R.J. Friedlander"
CEO!
!
!
rfriedlander@reviewpro.com!
Twitter: @rjfriedlander!
Skype: rjfbcn!
Mobile: +34 610 459 003!
Website: www.reviewpro.com!
Stop by our stand: !
Hall 7.1c (eTravel World), Stand 111"
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