101 – Introducing TMG Translations: Multi-Language Review Response

Suite Spot: A Hotel Marketing Podcast

Join Suite Spot host Ryan Embree and Chief Technology Officer Jason Lee, as they announce the official launch of TMG OneView multi-language translation! With this new function, hoteliers who partner with Travel Media Group will have instant access to its brand-new capabilities such as translating online guest reviews into various languages, responding to reviews in native languages, and delivering your hotel voice and tone for international travelers. Suite Spot Podcast · 101 - Introducing TMG Translations: Multi-Language Review Response Episode Transcript Our podcast is produced as an audio resource. Transcripts are generated using speech recognition software and human editing and may contain errors. Before republishing quotes, we ask that you reference the audio. Ryan Embree: Welcome to Suite Spot where hoteliers check-in and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Hello everyone. And welcome to another episode of the Suite Spot. Hello, Bueno Dias, Bonjour, I think that is very, very telling for what we are about to talk about in this exciting episode with me today. Very familiar voice and face Jason Lee, our TMG Chief Technology Officer Jason, welcome back to the Suite Spot. Jason Lee: All right. Thanks for having me back, Ryan. Ryan Embree: Typically, when we hear Jason, this means that we've got an exciting new feature to announce and talk about, and that's exactly what we're doing today. We are introducing for the first time ever TMG translations multi-language function within our review response platform respond and resolve. Jason, this is so exciting. This is probably one of the most exciting features we've ever launched with this, this solution. But usually when you come on here, there's some sort of story, right? A lot of the feedback and updates that we do in development that you and your team do Jason, is based on feedback that we receive from hoteliers in real time. So I have to ask, is there some sort of story or reason why this upgrade was necessary and why your team decided to launch this now? Jason Lee: Yeah, so what's interesting about language and language translation is that there's a lot of dependencies and those dependencies are on the property itself, right? The language that they speak, the person who wrote the review and the language that they speak, the person who is reading the review and the responses on the live site. So there's all of those elements that are out there. And on a lot of the live sites like TripAdvisor and Google, you can actually select language and only see reviews in your language. So you could just read if you were from France and you just wanted to see French reviews about a property, you could actually see that. So being able to credibly translate reviews, create responses and make it all end to end was really important. And so we had elements of that already done, but to make it truly end to end where I pick up the review in the foreign language, I know the properties preference of language to be translated into. I know their preference for the actual review response. So I know that they want it to be either native or I know that they want to have it responded to maybe in English, if that's what their preference was. So let's say it's a scenario like this. The property is an English speaking property. We get a Spanish speaking review. Their response preference is review native meaning respond in the language that the review is written in. Now we respond to that review. Part of our review response process is that the hotel also picks up that response and can approve it and edit it. So we also needed a way for the hotel to be able to edit in the language of the review. So that is what I'm talking about. End to end. We pick up the review, we respond to it in the language preference that the property has. And then we allow the property also to edit that response in that same preference.