RESTAURANT REPUTATION MANAGEMENT

Restaurant reputation management is the ongoing process of monitoring, analyzing, and responding to guest reviews and feedback—across platforms like OpenTable, Google, and more. It’s all about understanding how guests perceive your restaurant, using their feedback to improve service, and showing that you value their opinions.

Reputation management helps you grow and protect your brand by staying on top of guest feedback. When you actively monitor and respond to reviews, you show guests you care—which builds trust, encourages repeat visits, and can even boost your ranking on review sites. 

OpenTable’s reputation management solution brings all your reviews into one place so you can respond faster and smarter. It includes:
– A centralised dashboard for review tracking across platforms
– Sentiment analysis to spot trends and opportunities
– Automated alerts for new feedback
– Response tools to help you engage with guests

Reputation management helps you turn feedback into action. By tracking guest sentiment, you can spot areas for improvement, recognise standout staff, and respond to guest concerns. It can lead to better guest experiences, better word-of-mouth, and more loyal regulars. 

Start by staying calm, empathetic, and professional. Acknowledge the guest’s experience, apologise when appropriate, and offer a way to make things right. A thoughtful, timely response shows you’re committed to a great guest experience and can help turn a negative review into a second chance.

No. While online reviews play a big role in your restaurant’s reputation, it also includes direct guest feedback, survey responses, and social media mentions. Reputation management is about understanding guests’ perceptions of your restaurant wherever they’re talking about you.