Hoteliers have been hard at work to leave a positive first impression on their valued guests for decades. It is a pivotal element of a hotel’s reputation, as how guests first perceive a hotel can set the tone for their entire stay and may ultimately impact their post-stay reviews. This first impression is typically defined within the first 15 minutes, so hoteliers focus on the lobby – ensuring everything is clean and safe and that the service guests encounter is friendly.
However, guests now will be encountering a property for the first time online, as opposed to in person. How are digital first impressions measured, and what elements influence perceptions made by guests in a digital space? Most metrics focus entirely on a lifetime score, but we at Travel Media Group believe there’s more to your hotel than that. Guests’ first impressions are influenced by design and messaging on a hotel’s website, along with recent review content and responses made by the hotel. Taking appropriate action to prepare online spaces will help hoteliers secure more bookings and make the sought-after positive impression.
A first impression is the starting place for the guest’s experience, and in this white paper, we break down the psychology behind it and how impressions translate to your hotel’s image. We additionally cover the way our 1st Impression Score™ helps hoteliers manage these four different areas of their reputation:
- Review Response
- Review Flow
- Review Recency
- Lifetime Score
As we discuss each area, we also provide comprehensive advice for what to do to positively influence the first impression you give off to travelers. In today’s world, the first 15 minutes a guest takes to research your property online will make the difference in their decision to book a room. Learning more about the strategies you should implement as a hotelier will maximize hotel revenue and boost your overall reputation.
Read the White Paper:
The Lasting Impact of First Impressions for Hotels
