Hotel Industry Brand Consistency and Customer Loyalty Strategies Assignment Sample

Real-life examples to illustrate successful reputation management strategies in the hospitality industry.

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Introduction of Hotel Standards, Reputation Management, Building And Retaining Customer Loyalty Assignment

In this context has been explained the hotel industry's brand consistency, standard, grinding systems as well as corporate cultures. This report also explains the details of the hotel industry's reputation management. This report also explained how to build and retain loyalty and provided real-life examples and also provided a short summary of the project.

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Brand consistency, standard, grinding systems and corporates culture

Customers would start to identify particular messages with "hotels and venues" if they could regularly utilise its same vocal inflection, company logo, plus graphics on company websites, and resale sites for the hotel industry, including, most significantly, in one-on-one communications (Alketbi et al. 2020).

Corporate culture has been ingrained in a company's objective strategy, organisational structure, and approach to working with its people, customers, and communities. Organisational culture refers to the collection of beliefs and customs that govern how management, as well as employees, interact, especially how they do business with outside parties. The culture of an industry is heavily influenced by its benefit plans.

Reputation management

In this context of reputation management, first and foremost, ensure that visitors have a positive experience. It may seem simple, but maintaining a hotel's reputation depends on it. Merely so visitors will write favourable reviews (Mokhtar and Sjahruddin, 2019). This hotel always has the opportunity to act when there is a problem while guests are there. A positive review is assured by a positive reaction. They'll continue to be persuaded by their "Facebook friends or other TripAdvisor" users that choosing to remain at such an establishment is a smart move. Pay attention to what people say next. These opinions of hotel customers captured on "OTAs, social media, or other websites" form a kind of pattern that management may use to determine what needs to be addressed. Thirdly, be careful to respond to any unfavourable reviews that are published. Anyone could always file a complaint and have fake reviews deleted (Lai, 2019). Examine the examples with real people who speak about problems that actually happened. Others will see that the user genuinely cares by seeing this. If hotel owners believe that replying to bad reviews is adequate, they are mistaken. Additionally, it's wise to occasionally reply with ones that are positive.

Building and retaining Loyalty

Brand loyalty was thus characterised as a "psychological process" as well as a behavioural response. In other words, action plus attitudes can affect brand loyalty. Repurchasing a product is not sufficient proof of brand loyalty whereas if the behaviour is not deliberate. Brand loyalty has become a dedication to a product or service that results from both good attitudes plus buyers (Anabilae et al. 2022). Within a particular product category, that buyer typically has the option of choosing between multiple brands for almost the same type of product of sale.

Following that, hotel owners can provide exceptional service by modifying the client experience to meet their requirements. As per the "hospitality" site 4 Hoteliers, "hotel managers" regularly miss opportunities to communicate with visitors because record managers work on different floors as well as were hidden from view (Walelign, 2020).

Aside from the brand identification that is presented to the customer, hotel brands usually have particular quality standards that every hotel which is a member of these brands must achieve (Sen and Bhattacharya, 2019). All of these elements contribute here to brand identity's power. So as per the researcher, maximum hotel brands are the same standard.

It can also understand that there are many ways which can improve their consistency such as having to use a management system. It can also understand that organisations have to clear SMART objectives. To improve consistency organisations have to understand the employee important in the organisation (Yu et al. 2021). The hotel industries have to straighten focus on consumer services. It can also understand the need to keep advanced-level equipment in successful order.

They can encourage loyalty by always maintaining objectivity and fairness. To encourage loyalty organisations have to be specific about the rules and also make the organisation accessible to assist. The organisation also has to identify their effort.

The main disadvantage of "social media" for corporations is the opportunity for negative reviews to deter potential consumers from purchasing the company's items (Khan et al. 2022). According to a number of studies, views expressed on well-known "social media" sites like "Facebook or Twitter" are given the same weight as a "friend's recommendation."

Real-life example

A real-life example of reputation management: Hyde Suites Midtown Miami's TripAdvisor presence

"On TripAdvisor, Hyde Suites Midtown Miami" is rated No. 1 out of 140 hospitality industry in Miami. It has 139 ratings, 134 of which are either "excellent" or "very good." However, the hotel doesn't merely ignore those reviews (Alshourah et al. 2018). Employees, especially "General Manager Quim Gener", respond personally to every review, positive and negative, exemplifying a straightforward but efficient method of "hotel reputation management".

Negative Feedback

A really good hotel with suites is "The Hyde Hotel". But more time is still required. It only just started. Nevertheless, the pool bar's reduced menu plus current service restrictions are not mentioned mostly on the website. There isn't "24-hour room service". Its airport is nearby, there were frequently loud jets flying overhead as consumers sit now at "rooftop bar". makes for a less-than-relaxing moment to get a drink. But the sunset was gorgeous. The consumer's room was peaceful as well as quiet, but the consumer's coworker was awakened all night mostly by the noises of jets. The hotels needed to be changed (Al, 2020). Another intense yet lovely smell permeates the lobby. Its fire alarms have also been constantly sounding during our visit. The area is quiet including some fantastic little shops plus restaurants, although isn't always currently open.

the difficulties of not overseeing the cafeteria on the seventh floor because it is a distinct organisation. The organization have also been impacted by staffing, service quality, plus operational delays. Hotel customer satisfaction is a top concern for the company, and they are aware of the inconveniences associated with having to frequently go outside for food. For this, the company is very apologetic. Absolutely guarantee that the proper department leaders were informed of the customer feedback in order to address this, not just for future customer returns but also for all of our visitors. Regarding the ongoing testing of such fire alarms, it is with this for the protection of the visitors. The buyer would want to express their sincere regret for any difficulty they might just have caused.


It can be concluded that brand consistency, standards, grinding and corporate culture help to understand the hotel organisation culture. Also, help to understand the hotel industry's brand consistency. In this reputation management help to understand that, A positive review is assured by a positive reaction. They'll continue to be persuaded by their "Facebook friends or other TripAdvisor" users that choosing to remain at such an establishment is a smart move. This report also helps to understand that brand loyalty has become a dedication to a product or service that results from both good attitudes plus buyers and also provided the real-life example


Al-Gharaibah, O., 2020. Customer retention in five-star hotels in Jordan: The mediating role of hotel perceived value. Management Science Letters, 10(16), pp.3949-3956.


Alshourah, S., Alassaf, H. and Altawalbeh, M., 2018. Roles of Top Management and Customer Orientation in Enhancing the Performance of Customer Relationship Management (CRM) in Hotel Industry. International Journal, 6(3), pp.233-239.

Anabila, P., Ameyibor, L.E.K., Allan, M.M. and Alomenu, C., 2022. Service quality and customer loyalty in Ghana’s hotel industry: The mediation effects of satisfaction and delight. Journal of Quality Assurance in Hospitality & Tourism, 23(3), pp.748-770.

Khan, R.U., Salamzadeh, Y., Iqbal, Q. and Yang, S., 2022. The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction. Journal of Relationship Marketing, 21(1), pp.1-26.

Lai, I.K.W., 2019. Hotel image and reputation on building customer loyalty: An empirical study in Macau. Journal of Hospitality and Tourism Management, 38, pp.111-121.

Mokhtar, S. and Sjahruddin, H., 2019. An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty: The case of five star hotels. Advances in Social Sciences Research Journal, 6(2).

Sen, K. and Bhattacharya, A., 2019. Attracting and managing talent, how are the top three hotel companies in India doing it?. Worldwide Hospitality and Tourism Themes.

Walelign, A., 2020. Customer Relationship Management: A Tool for Customer Loyalty (A Case Study of Some Selected Hotels in Hawassa). International Journal of Business, Management and Economics, 1(1), pp.16-26.

Yu, J., Seo, J. and Hyun, S.S., 2021. Perceived hygiene attributes in the hotel industry: customer retention amid the COVID-19 crisis. International Journal of Hospitality Management, 93, p.102768.

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