April 16, 2010

GuestPulse – Reputation Management for the Hospitality Industry

GuestPulse is an application aimed at making it easier for professionals in the hospitality industry to do their jobs. From nightclub managers to restaurant chefs—along with the PR firms and publicity professionals who represent them—GuestPulse tracks mentions of its users’ businesses across a spectrum of blogs, newspapers, magazines, forums, and social networking websites, and reports back on exactly what clients, guests, and critics are saying about those businesses online.

Signing up for a free GuestPulse trial takes less than one minute, and there’s no credit card or PayPal account information required to join. Once you’ve input information about your restaurant or bar, GuestPulse will begin populating the ‘mentions’ section of your account. From here, you can see all the reviews and comments that have been written about your business online listed in chronological order. You can sort that list in a seemingly endless number of ways—bringing up only the reviews written by a specific person or published in a specific newspaper, for example. You can also search for reviews that mention a certain keyword or phrase, which is especially helpful if you’re looking for customer feedback on a new dish that was recently added to your restaurant menu.

Daily, weekly, and monthly email alerts can be automatically sent to all the members of your team, keeping everyone in the loop on any recurrent complaints that keep coming up. The site also offers comprehensive trend and activity reports, which can help you gain insight into what types of people are frequenting your restaurants and what exactly keeps them coming back for more. Whether you run a small coffee shop or a chain of high-class restaurants and lounges, GuestPulse is an infinitely useful tool to help track and manage your company’s reputation online.

Practical Uses:

  • See what customers are saying about your business online
  • Reach out to patrons who’ve written about a bad experience to rectify the situation
  • Get instant email alerts when important new reviews have been posted
  • Find out which dishes patrons like and dislike the most

Insider Tips:

  • Sort mentions by reviewer, source, or publication date
  • Separate the positive reviews from the negative
  • Search through mentions by a keyword or phrase
  • Use the LiveChat feature to get help understanding the site at any time day or night

What we liked:

  • Check out the Scorecard to see a tally of reviews from the past 14 days
  • Create logins for managers and PR reps with varying account access levels
  • Sentiment analysis technology analyses how people feel about your company
  • Ability to monitor competitors’ companies and track what they’re doing, as well

What we didn’t like:

  • Users must already be fairly adept at online marketing and social media to understand how to make the best use out of the site


Company Info:

  • Launched: September 2009
  • Privately Held
  • Headquarters: St. Louis, Missouri
  • Founded by: Inside Hospitality, LLC
  • Web site:


  • Free plan with limited features
  • Business plan is $80/month
  • Complete plan is $199/month
  • Group plan can be customized based on need

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