HotelSpeaker

Start by centralizing the noise. Connect your OTA listings, Google, TripAdvisor, and social accounts, then watch every comment flow into one queue. HotelSpeaker standardizes formats so you stop copy-pasting across tabs. Smart triage flags what matters first—low scores, VIP stays, high spend, long-stay departures—and merges duplicates from multiple channels. Set SLAs by property or brand family, create alert rules for volume spikes or language-specific surges, and switch between portfolio, cluster, and single-hotel views to keep teams focused on the right backlog.

When a review drops, hit Reply. The assistant builds a tailored draft using reservation context from your PMS/CRM—dates, room type, loyalty tier, upsells, service notes—so the message feels personal, not canned. Pick a tone (warm, formal, brief), add property cues, and let automatic language detection publish in the guest’s native tongue to the original platform. Keep expert oversight with role-based approvals, scheduled sends, and exceptions for sensitive cases. One-star alerts escalate to a manager; privacy filters mask PII before anything goes live. Use bulk edits to address repeat issues (e.g., pool hours confusion) with localized nuances for each market.

Turn feedback into operations. The Insights view segments sentiment by topic—front desk, housekeeping, F&B, spa, noise, parking—so you can see what’s improving and what’s slipping. Auto-route actionable items to maintenance or department leads, attach due dates, and trigger a follow-up reply once the fix is confirmed. Track competitor mentions and keywords, spot emerging themes, and compare response speed against peers. Campaign tracking ties mentions to promotions; watch how swift, empathetic replies lift search rankings, social engagement, and conversion. Run A/B tests on openings and closings to learn which lines de-escalate complaints or nudge rebookings.

Scale without losing voice. Build playbooks per brand or region, lock mandatory safety or compliance language, and maintain a living style guide so every response aligns with standards. Coach teams with in-app tips, micro-lessons, and examples of high-performing replies. Motivate participation with leaderboards, badges, and goals for coverage and timeliness. Measure what counts: median response time, coverage rate, post-reply rating shifts, OTA rank movement, and recovery costs. Export dashboards to your BI stack, share weekly digests with GMs, and tie improvements directly to revenue by correlating response quality with repeat stays and direct bookings.