98 – Travel Media Group Celebrates 1 Million Guest Reviews Responded To

Suite Spot: A Hotel Marketing Podcast

Join host Ryan Embree and our very own Respond & Resolve™ Product Manager, Jackie Avery as they celebrate reaching the 1 million guest reviews responded to milestone! This episode details the journey to 1 million, explains how hoteliers can get involved in the next milestone, gives a little sneak peek at a brand new upcoming Respond & Resolve™ upgrade, and so much more! This episode is jammed-packed with exciting information for hoteliers worldwide. Suite Spot Podcast · 98 - Travel Media Group Celebrates 1 Million Guest Reviews Responded To 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. This is your host, Ryan Embree. Thank you all for listening. We've got a very celebratory episode, very excited to share with you. Episode 98, we are counting down to episode 100. So again, thank you all for listening, wherever you're listening from. And today of the 98 episodes that we've done so far, we've got a first time guest. So it is my pleasure to introduce Jackie Avery. She's our product manager for our TMG respond and resolve, which is our review response solution for our hotels. Jackie, welcome to the Suite Spot. Jackie Avery: Thank you. Happy to be here. Ryan Embree: And I am happy that you are here because we are celebrating some amazing humongous news for you and your team have hit the 1 million mark when it comes to guest reviews responded to online. This is fantastic. Congratulations. Jackie Avery: Thank you. Yeah, we're so excited over here. It was a huge milestone. Definitely feeling good about it. Ryan Embree: Absolutely. 1 million guest reviews. It's really hard to fathom to think about that. I know we've been keeping people updated on this podcast as we talk about review response and how important it is on the numbers, but now we've hit that incredible milestone. 1 million. Now this is your first time on here. So why don't you go ahead and kind of talk about your role as product manager for this really important solution for hotels? Jackie Avery: Of course. So I oversee all of our writers and manager day to day operations. When a new client comes on, I help work with our other departments to ensure a seamless start and a really important part of my job is keeping up to date with industry trends and updates to platforms to ensure that everyone on my team is informed and is up to date as we can be. Ryan Embree: And you have to, right. I mean, you, you and your team respond to so many online sites across the industry from OTAs, trip advisor, Google, even some social media as well. You've hit a million, that's a lot, I'm sure you know, you've come across your positive and your negative ones that you respond to. What would you say is your favorite part about responding to reviews? Jackie Avery: I love getting to tell the other side of the story, especially when our clients really involved in this situation, they convey what happened to us. And then I get to take that information and present it in a way that their future guests can understand and relate to. And many hoteliers struggle responding to something, especially when they feel frustrated. And I just really enjoy helping 'em with that part. Ryan Embree: Absolutely. This is a huge emotional toll and cost that it takes to respond to these reviews, especially if it's a negative one after maybe an eight hour, twelve hour shift that you've done. And someone's essentially calling you out publicly online. So it's not just hard for, for hotels, but anyone to really keep a calm mind when you're responding to these reviews.