Best Practices

Mastering Online Reviews for Breweries

Mastering Online Reviews for Breweries

In the digital age, online reviews wield substantial influence over potential brewery-goers' decisions. Platforms like Yelp, Google, and social media significantly impact a brewery's reputation and business. As a brewery owner or manager, mastering the art of responding to online reviews is crucial. This blog will guide you through the do's and don'ts of responding to online brewery reviews, helping you build a positive brand image, foster customer loyalty, and turn feedback into opportunities for growth and repeat business.

Harness the Influence of Online Reviews

Online reviews have become the contemporary word-of-mouth, playing a pivotal role in patrons' decisions. Encourage satisfied visitors to share their experiences on popular review platforms, including TripAdvisor, Google Reviews, or Yelp. Respond promptly and professionally to all reviews, showcasing your commitment to guest satisfaction by appreciating positive feedback and addressing concerns.

Monitor and Analyze Online Mentions

Keep tabs on what patrons are saying about your brewery across various online channels. Utilize reputation management tools and social listening platforms to monitor mentions of your brewery's name, staff, and services. Analyze the sentiment of these mentions to identify areas of strength and improvement. Active monitoring allows you to promptly address negative feedback, surprise and delight your guests, and identify opportunities for enhancement.

Deliver Exceptional Brewery Experiences

A robust online reputation begins with consistently delivering exceptional experiences, making operations a significant driver of reviews. Train your staff to provide personalized service and go the extra mile to exceed guest expectations. With GoTab’s Brewery POS, operators can employ tailored rewards and loyalty segments, delighting guests and fostering positive reviews. These memorable experiences drive repeat business.

Engage and Respond on Social Media

Social media platforms are potent tools for engaging with your audience and shaping your online reputation. Maintain an active presence on platforms like Facebook, Instagram, and Twitter. Share engaging content and promptly respond to guest inquiries and comments. This showcases your commitment to guest satisfaction, building trust and accessibility.

Address Negative Feedback Proactively

Negative feedback is inevitable, but your response speaks volumes about your commitment to guest satisfaction. Respond promptly and professionally to negative reviews, offering solutions and taking the conversation offline when possible. Demonstrating a genuine willingness to rectify problems turns dissatisfied guests into loyal advocates.

Personalized Engagement Example:

At (Your Brewery Name), we take customer feedback seriously. We'd like to connect with you personally to gain deeper insights into your visit. Feel free to reach out to us at (Your Contact Email). We're eager to hear more about your experience and work together to ensure your next visit exceeds expectations.

Sample Prompts for Negative Review Responses:

Thank you for your feedback. We apologize for any shortcomings in your recent visit. Could you provide more details so we can investigate and make improvements?

We're sorry for any inconvenience during your visit. Your satisfaction is our priority. Please contact us at (Your Contact Email) to discuss your concerns.

Managing online reviews is integral to brewery reputation management. When handled correctly, it transforms negative experiences into opportunities for improvement and loyal advocacy. Follow these guidelines, approach each review with professionalism and empathy, and enhance your brewery's online presence for long-term success. Every review is a chance to showcase your commitment to excellence and elevate your brewery operations. Cheers to crafting a positive online reputation!

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Situated “in the heart of it all, yet tranquil enough to make you feel away from it all too,” The Limelight Hotel Snowmass offers 99 hotel rooms and 11 residences, as well as footsteps-to-gondola access in winter and summer — right in the middle of Snowmass Base Village.

The Situation

Especially over the last few years, the Limelight Hotels IT team had witnessed a significant shift to contactless technology in the hospitality industry. After evaluating friction points in the guest journey, aligning with modern technology platforms in their restaurant was determined to be an effective way to offer elevated contactless dining experiences to their guests while also evolving their technology platforms to continue to support long-term company goals. Limelight Hotel partnered with GoTab to provide an enhanced on-demand dining experience on par with the brand’s reputation for exceptional guest service.

The Solution

Reducing Staff Touch Points Without Sacrificing Guest Experience

Guests are now able to begin a tab from their room or the property’s restaurant by scanning a QR code, texting a link to friends or family members on the ski slope to add in their orders, then meeting up together at the patio or lodge to enjoy their meal and après ski festivities without interruption. By streamlining tasks like inputting orders and processing payments, this eliminates friction for hotel staff and allows them to focus on delivering renowned guest service for a memorable experience. Since partnering with GoTab, Limelight Snowmass has consistently seen higher check averages and sales.

“We found the Point of Sale platforms we were looking at offered the guest and staff limited opportunities to further reduce touch points or improve the traditional restaurant experience. The GoTab platform enabled the guest to take an active role over the flow of their experience while simultaneously reducing touch points and further streamlining restaurant operations.”Nick Giglio, Manager of Hotel IT Operations, The Little Nell Hotel Group

According to the Limelight Hotels team, some of the other platforms that were evaluated were either missing some of the pieces they were looking for, had weak customer support models, or had little willingness to develop integrations to existing hotel platforms already in place. To that end, GoTab integrated with cloud-based platform, Infor. Together, GoTab and Infor are providing dynamic solutions to support central, efficient service across hotel amenities and deliver exceptional guest experiences.

“Previously, guests would call down to the restaurant to begin an order from their room or while they were out enjoying the ski slopes. Using GoTab, guests can now place orders from anywhere on the resort, giving them the on-demand service they want without interrupting their day. GoTab empowers us to give control to the guest, reducing touch points and streamlining overall restaurant operations, making Limelight Hotel the resort of choice for Snowmass.”Nick Giglio, Manager of Hotel IT Operations, The Little Nell Hotel Group

Since introducing GoTab, The Limelight Hotel has seen a consistent level of upsells and items sold per check resulting in additional revenue capture. They have been able to maintain service levels in their restaurants during periods when there was reduced staffing available without significantly diminishing the guest experience.

The Benefits

Eliminate Phone Orders – Take Orders from the Slopes. Guests can start a tab from their room or on the mountain without interrupting the flow of their day.

Future-Proofed Technologies – Delivering elevated contactless ordering via integration with the Infor hotel management platform.

Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.

  • Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.
  • Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.
  • Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.
  • Eliminating Friction in the Guest Journey – Maintaining service levels during periods of reduced staff without diminishing the guest experience.

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