In today’s highly competitive hotel industry, understanding guest sentiment is more important than ever before. With the rise of social media and online review platforms, guests have more power than ever to make or break a hotel’s reputation.

One of the most important things to understand about guest sentiment is that it can change rapidly. A hotel that receives glowing reviews one month may find itself with a string of negative comments the next. This is why it is essential for hotels to regularly monitor and track guest sentiment, in order to identify and address any issues as quickly as possible.

One of the best ways to understand guest sentiment is through online reviews. Multiple sites allow guests to share their experiences with others, and these reviews can provide valuable insight into what guests like and dislike about a hotel. By regularly monitoring these reviews, hotels can identify patterns and trends, and make adjustments accordingly.

Another important aspect of understanding guest sentiment is the ability to anticipate and respond to guest needs and preferences. This means being aware of what guests are looking for in a hotel, and then tailoring the hotel’s offerings and services to meet those needs. For example, if guests consistently mention that they would like more vegetarian options in the hotel restaurant, the hotel should consider adding more vegetarian dishes to the menu.

In addition to monitoring and responding to guest sentiment, hotels should also take steps to actively engage with guests. This can include using social media to respond to guest comments and questions, as well as offering guest feedback surveys. By actively engaging with guests, hotels can build stronger relationships and create a more positive guest experience.

One of the most important ways to understand guest sentiment is through the use of data and analytics. By tracking data such as guest reviews, hotel occupancy rates, and social media engagement, hotels can gain valuable insights into how guests perceive their brand and what they can do to improve.

Hotel companies should also use the data they have gathered to understand the guest journey and identify key touchpoints. This means understanding where guests are coming from, what they are looking for, and how they are interacting with the hotel. By identifying these key touchpoints, hotels can improve their marketing and guest experience strategies to better meet guest needs and preferences.

Understanding guest sentiment is also important for hotels to be able to make better decisions. By having a clear understanding of how guests perceive the hotel, the management team can make better decisions on what to invest in, what to change, and what to do to improve the overall guest experience.

In conclusion, understanding guest sentiment is vital in today’s hotel industry. With the rise of online review platforms and social media, guests have more power than ever to make or break a hotel’s reputation. By regularly monitoring and tracking guest sentiment, anticipating and responding to guest needs and preferences, and using data and analytics, hotels can improve their guest experience, increase customer satisfaction, and drive revenue growth. By fully understanding guest sentiment, hotels can make better decisions and ultimately improve their bottom line.

Sentimantle’s system is a completely automated solution that allows you to follow guest sentiments and to improve your hotel services and operations. Contact us to learn more: https://sentimantle.com/contact/