NAME : I GEDE FERRY RESTIAWAN.

NO/NIM : 26/19211251
CLASS : D IV MPH H/4
"Imagine if you are a Hotel Manager, from the key findings above what will you do to have
a good reputation in trip advisor? Please describe your critical idea as detail as you can".
1. Responsible and able to accept criticism.
Even a top manager class will definitely make mistakes, and this is only natural
considering the many things to think about and human nature to make mistakes. To
become a successful manager, it doesn't mean you can't go wrong, the most important
thing is, you have to be able to accept mistakes and accept criticism that may come from
people who have no influence on your position. These criticisms can be delivered by
employees, guests and even your colleagues. We must give a positive impression to
guests through the feedback we give to positive or negative reviews provided by guests
through Tripadvisor. This can show potential guests that we value the reviews they write
on Tripadvisor, so that we can improve service at the hotel and provide the best service to
guests.
2. Focus on service and always provide the best for guests.
As a manager we must also be able to provide the best quality of service apart from our
staff. We must provide a memorable experience for guests who stay at our hotel. Starting
from checking in, staying to checking out, we must be able to provide the best service to
make you memorable while staying at our hotel for the service we provide. We can also
monitor reviews on Tripadvisor so that we can see the reviews provided by guests, and
we can use reviews written by guests to improve service at the hotel. Whatever service
we provide, whether good or bad, that is what we will receive later, therefore we must
provide the best service.
3. Motivate our employees.
As a manager we must be able to motivate our staff. Motivation to staff is one of the
important things in the success of a hotel industry. Starting from not being nervous about
handling guests, giving special directions to staff and others. This motivation will support
the performance of our staff to stay on the right track when handling guests. When a staff
member successfully handles guests, it is not impossible for our hotel to receive good
reviews on Tripadvisor.
4. Reduce negative reviews
One way to reduce negative reviews online is to integrate survey solutions during your
stay. Many hoteliers face situations where guests are not satisfied with certain services or
experiences during their stay. By implementing a survey during the stay, the hotel can
identify the need for service restoration while the guest is still at the property. Therefore,
as a manager we must be able to manage the services we provide to guests to reduce bad
reviews and comments on Tripadvisor.
5. Encourage guests to leave a review
Train staff on the importance of encouraging guests to leave online reviews whether for
example, during check out. Hotels also have the option to register for the TripAdvisor
Review Collection Program. This allows ReviewPro clients of the Guest Satisfaction
Survey to embed the TripAdvisor review form into their survey which in turn builds
review volume and boosts rankings.