Certified Hospitality Manager (CHM) Practice Exam

Hotels can effectively manage their online reputation by monitoring reviews and responding to feedback. This approach is vital in today's digital landscape, where a single customer’s experience can be shared widely through online platforms. By actively tracking reviews on sites like TripAdvisor, Google, and social media, hotels can gain valuable insights into guest satisfaction and areas that may need improvement.

Responding to feedback—both positive and negative—demonstrates to potential guests that the hotel values its customers' opinions and is committed to providing excellent service. Engaging with guests in this manner not only helps to resolve issues but also builds a positive rapport with both past and prospective customers, thus fostering loyalty and enhancing the overall brand image.

In contrast, avoiding social media platforms, focusing solely on offline marketing, or reducing customer engagement would limit a hotel’s visibility and connection with its audience. These actions can lead to a disconnect from the customer base, making it difficult to manage and improve the hotel’s reputation effectively.