Influencing the Digital Guest: Strategies for Hotel Online Reputation

Influencing the Digital Guest: Strategies for Hotel Online Reputation

By Author

Published on October 9, 2023

In the dynamic digital landscape where the hospitality industry thrives, maintaining a sterling online reputation is not just pivotal, but also foundational for success. With an overwhelming majority of guests and customers relying heavily on online reviews and digital impressions, the perception of your brand in the digital space significantly influences your brand's credibility and bottom line.

Embrace the Age of Digital Evaluation

The modern guest often takes to the internet, navigating through reviews and ratings, before choosing their next destination for relaxation or business meetings. Every review, social media post, and online mention cumulatively shapes your establishment's reputation. The stakes are high, and the impressions lasting. The mantra is simple yet profound: a positive digital footprint attracts, while a negative one repels.

Personal and Brand Reputations Intertwined

In the realm of hospitality, the line between personal and professional reputation is often blurry. The individual reputations of hotel owners and managers can directly impact the perception of the establishment they are associated with. This dynamic nature calls for a proactive strategy that caters to enhancing both personal and brand images.

Strategies to Elevate Your Online Stature

1. Proactive Engagement with Reviews:

Customer reviews are the cornerstone of online reputation in the hospitality sector. Responding to both positive and negative feedback with grace and professionalism enhances brand image and demonstrates a commitment to customer satisfaction.

2. SEO Strategies:

Effective Search Engine Optimization ensures that the positive narratives about your establishment rank higher on search engine results, overshadowing any negative content.

3. Social Media Vigilance:

A well-managed social media presence not only aids in crafting a positive narrative but also serves as a platform for immediate engagement with the clientele, addressing concerns and amplifying positive experiences.

4. Crisis Management:

In the face of unforeseen challenges, a well-articulated crisis management plan is indispensable. Transparency, swift response, and a commitment to resolving issues can mitigate potential damages to the reputation.

5. Collaborative Influence:

Building relationships with influencers can amplify positive content, fostering a favorable brand perception.

Taking Reputation Management to the Next Level

Online reputation repair and maintenance is an ongoing process. Where negative content exists, efforts to suppress it while simultaneously promoting positive narratives are essential. The digital sphere is vibrant and ever-evolving, requiring constant vigilance and adaptability.

To fortify the online reputation, hospitality establishments must view every online interaction as an opportunity to build a lasting positive impression. From the management to the staff, the goal remains unanimous: creating exceptional guest experiences that translate into positive online reviews and narratives.

In the world of hospitality, each online interaction crafts your brand’s story. Every review and mention counts, painting a digital picture for prospective guests. Safeguarding and actively shaping this online narrative is not just a strategy but an essential art, pivotal in steering the brand’s course in this digital age. Each positive impression enhances the allure, drawing guests into the exquisite tapestry of experiences your brand promises.


HostBooks Limited Launches Aahar POS to Revolutionize the F&B Sector

HostBooks Limited Launches Aahar POS to Revolutionize the F&B Sector

By Manu Vardhan Kannan

Published on December 8, 2024

HostBooks Limited has announced the launch of Aahar POS, a state-of-the-art Point of Sale system designed specifically to meet the evolving demands of the food and beverage (F&B) industry. This innovative platform promises to transform operations and elevate customer experiences through its wide array of advanced features.

The timing of the launch aligns with the rapid growth of the global POS market, which was valued at USD 29.02 billion in 2023. Projections indicate the market will grow to USD 110.22 billion by 2032, with a compound annual growth rate (CAGR) of 16.1%. Notably, the U.S. POS market is expected to reach USD 17,389.0 million by the same year, reflecting the rising demand for advanced technological solutions in the industry.

Transformative Features of Aahar POS

Aahar POS offers a comprehensive suite of tools that streamline key aspects of F&B operations, including:

  • Billing and Sales Management: Seamless over-the-counter billing and efficient sales tracking.

  • Digital Menus and QR Codes: Enables hassle-free digital menu management and QR code-enabled ordering.

  • Real-Time KOT Monitoring: Improves kitchen operations with real-time updates.

  • Loyalty Programs and Discounts: Enhances customer retention through engagement tools.

  • Table Reservations and Online Orders: Facilitates smooth handling of dine-in and takeaway services. 

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Kapil Rana, Chairman and Founder of HostBooks Limited, emphasized, “Aahar POS is not just a tool; it’s a transformative solution that redefines how F&B businesses operate. By integrating innovative features with a user-friendly interface, we are enabling businesses to focus on their growth and customer satisfaction.”

Biswajit Mishra, Co-Founder of HostBooks Limited, echoed this sentiment, stating, “The F&B industry is rapidly evolving, and technology plays a crucial role in meeting the rising demands of efficiency and personalization. Aahar POS reflects our commitment to equipping businesses with powerful tools to streamline operations and enhance customer experiences.”

Tailored for Every F&B Niche

Aahar POS caters to a wide range of establishments, including restaurants, bars, cafes, pizzerias, bakeries, quick-service outlets, cloud kitchens, and hotels. Its unique features, such as waiter management tools and split billing, are designed to optimize workflows, reduce wait times, and ensure exceptional dining experiences for guests.

With Aahar POS, HostBooks Limited is set to empower F&B businesses by harnessing the power of technology. This transformative solution positions itself as a game-changer in an increasingly competitive industry, helping businesses thrive by delivering personalized and efficient services.


Spalba Targets 500 Properties by FY25 with Cutting-Edge Venue Management Tech

Spalba Targets 500 Properties by FY25 with Cutting-Edge Venue Management Tech

By Nishang Narayan

Published on November 28, 2024

Spalba, the SaaS-based event-tech platform, is redefining venue management with its cutting-edge technology. Having onboarded over 200 properties across 50+ cities, including a foray into Nepal, Spalba aims to expand its portfolio to an ambitious 500 properties by FY25.

Driving Growth Through Innovation

At the heart of Spalba's growth are its advanced tools like Digital Twin, Event Mockup Builder, and the AI-powered SwarVaani, which have collectively driven 15 million digital impressions and generated 150+ lead queries for events like MICE, corporate gatherings, and weddings.

Spalba’s clientele includes major hotel chains like Radisson, Oberoi, Leela, Accor, and Hyatt, which contribute 78% of the platform's growth, while 22% comes from independent properties and unique venues, such as ELIVAAS villas and farmhouses.

Exponential Growth in One Year

From just 5 properties a year ago to 115 properties, Spalba recorded an impressive 2300% growth. Currently, 33% of its properties are in Tier 2-3 cities, with the remaining 67% in metropolitan areas. By FY25, Spalba plans to onboard an additional 300 properties, solidifying its position as a leader in the venue management industry.

Revolutionizing Venue Management

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Spalba’s tech suite is transforming how venues are managed and marketed:

  • Event Mockup Builder: Allows access to the world’s largest 3D marketplace for streamlined event planning.
  • Virtual Walkthroughs: Features tools for accurate layout measurement, offering clients a seamless planning experience.
  • SwarVaani: This AI-powered tool creates customized sales presentations with voiceovers, multimedia, and rich descriptions, helping venue owners market their spaces effectively.

Setting Global Benchmarks

Founder Naveen Gupta shared, "Our vision is to transform the venue management ecosystem by adopting technology and demonstrating commitment to our partners. As we expand globally, we aim to set new standards in the industry by empowering venue owners and enhancing the event planning experience."

In just a short span, Spalba has demonstrated its ability to drive digital engagement, with 762,000 unique visitors exploring its offerings through Digital Twins, akin to in-person visits.

A Bright Future for Event-Tech

With its innovative solutions, Spalba is poised to set new benchmarks in technology-driven venue management globally, creating unparalleled value for clients and venue owners alike.


Millennium Hotels and Resorts Partners with Aiello to Revolutionize Hospitality with AI Voice Technology

By Nishang Narayan

Published on November 17, 2024

In a move to elevate guest experiences and streamline operations, Millennium Hotels and Resorts (MHR) has partnered with Aiello, a leader in Natural Language Processing (NLP) and voice AI technology. The collaboration will see the deployment of Aiello's AI Voice Assistant (AVA) across six MHR properties in Singapore and Thailand, including Grand Copthorne Waterfront Hotel Singapore, Orchard Hotel Singapore, M Social Hotel Singapore, Studio M Hotel Singapore, M Hotel Singapore City Centre, and M Social Hotel Phuket.

Transforming Guest Experience and Operational Efficiency

Aiello's innovative technology is set to enhance the guest experience with personalized, voice-activated services that cater to individual preferences. As Saurabh Prakash, Interim COO & CCO at MHR, explained, "By embracing Aiello’s technology, we’re adopting a data-driven approach that enables us to understand guest preferences and offer personalized services while also creating new revenue opportunities."

Beyond guest service, the integration of AVA will also optimize hotel operations, from task management to sustainability. The AI assistant will allow MHR to replace outdated systems and provide more efficient ways of managing hotel tasks and operations.

Pioneering AI Integration for Sustainable Growth

This AI partnership is also aligned with MHR’s commitment to sustainability. By eliminating printed materials and replacing traditional in-room amenities, the hotels are reducing their carbon footprint. According to Ke-Vin Lim, Head of Group Innovation at City Developments Limited (CDL), the adoption of AVA "significantly enhances property value and positions us as more competitive for the future."

Aiello's CEO, Vic Shen, highlighted the sustainability aspect, noting, “By replacing cabling in over 2,300 rooms, we are reducing 6,240 kilograms of CO2 emissions, equivalent to the absorption capacity of 284 trees.”

Streamlining Operations with AI

With 67% of hotels facing staffing shortages, the integration of AVA is particularly valuable for operational efficiency. By syncing the AI system with task management and housekeeping operations, MHR staff can receive real-time updates on room statuses and guest requests, reducing manual processes and improving productivity.

Andy Tan, Senior VP of Global Sales and Partnerships at MHR, remarked, "Integrating AVA with our systems allows us to streamline workflows, making operations more effective and reducing operational challenges."

Success at M Social Hotel Phuket

The first hotel to implement AVA was M Social Hotel Phuket, which has already seen impressive results. Pjey Mayandi, General Manager at the hotel, shared, “AVA has transformed guest services by integrating cloud-based phone systems, task management, in-room dining, and smart room controls, significantly improving operational efficiency.”

The system has replaced traditional in-room phones, reducing call volumes and contributing to smoother operations, providing guests with a seamless experience.

The Future of AI in Hospitality

Aiello’s long-term vision includes expanding its AI solutions across the hospitality sector in Southeast Asia, Japan, and beyond, through its platform Aiello-One. With Go Nimbus as a strategic partner, Aiello is set to scale its AI-driven solutions and provide even more value to hospitality providers in the region.

About Aiello

Aiello is at the forefront of Voice AI technology in the hospitality industry. Its flagship product, Aiello Voice Assistant, is revolutionizing hotel operations by enabling more efficient, personalized guest experiences. Deployed in over 180 hotels globally, Aiello Voice Assistant has responded to over 14 million inquiries in multiple languages, providing valuable insights into customer behavior.

About Millennium Hotels and Resorts

Millennium Hotels and Resorts (MHR) is a global hospitality group with over 140 properties across four continents. Known for its commitment to excellence, MHR offers a wide range of experiences for both business and leisure travelers. With brands like The Biltmore, M Social, and Copthorne, MHR continues to lead in offering innovative, memorable stays.

For more information on Aiello’s AI solutions, visit Aiello and for Millennium Hotels and Resorts, visit Millennium Hotels.

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