Guest Reviews
Guest Reviews refers to the feedback and ratings that visitors provide about their stay at a bed and breakfast or other hospitality establishments. These reviews are important tools that help businesses understand customer satisfaction, improve their services, and attract new guests. They typically appear on platforms like TripAdvisor, Booking.com, or Google Reviews, where travelers share their experiences about room quality, service, cleanliness, and overall stay experience. Managing and responding to guest reviews has become a crucial part of running a successful hospitality business.
Examples in Resumes
Maintained 4.8/5 rating by actively managing Guest Reviews and implementing suggested improvements
Increased booking rates 30% through positive Guest Review management strategies
Developed response protocols for Guest Reviews and trained staff on proper review handling
Typical job title: "Guest Relations Managers"
Also try searching for:
Where to Find Guest Relations Managers
Professional Networks
Review Platforms
Example Interview Questions
Senior Level Questions
Q: How would you handle a series of negative reviews that are impacting business?
Expected Answer: A senior manager should discuss creating an action plan to address common complaints, implementing immediate service improvements, professional response strategies, and methods to encourage new positive reviews while maintaining transparency.
Q: Describe your experience with turning negative guest feedback into business improvements.
Expected Answer: Should demonstrate ability to analyze review patterns, implement systematic changes, train staff based on feedback, and show measurable results in improved ratings and business growth.
Mid Level Questions
Q: How do you ensure consistency in review responses?
Expected Answer: Should explain creating response templates while maintaining personal touch, training staff on appropriate response tone, and ensuring timely replies to all reviews.
Q: What strategies have you used to increase the number of positive reviews?
Expected Answer: Should discuss methods like follow-up emails, making review submission easy, timing review requests appropriately, and creating memorable guest experiences.
Junior Level Questions
Q: How would you respond to a negative review?
Expected Answer: Should demonstrate understanding of professional communication, apologizing appropriately, offering solutions, and taking discussions offline when necessary.
Q: What review platforms are you familiar with?
Expected Answer: Should be able to list major platforms like TripAdvisor, Booking.com, Google Reviews, and explain basic features of each.
Experience Level Indicators
Junior (0-2 years)
- Basic review response writing
- Understanding of main review platforms
- Guest communication skills
- Basic customer service principles
Mid (2-5 years)
- Review analysis and reporting
- Staff training on review management
- Crisis management
- Review generation strategies
Senior (5+ years)
- Strategic review management
- Reputation management
- Policy development
- Business improvement implementation
Red Flags to Watch For
- Poor written communication skills
- Defensive attitude toward negative feedback
- Lack of experience with major review platforms
- No understanding of hospitality industry standards
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