The aim of this course is to enable students to gain practical competence in measuring, analyzing, and managing online reputation in hospitality businesses. The course covers the guest review ecosystem, reputation KPIs, sentiment analysis, and competitive benchmarking methods; KPI tracking, sentiment analysis, and AI-powered review response applications are processed with real data through the Kepsla reputation management system.

This course focuses on measuring, analysing and strategically managing online reputation in hospitality businesses. Students explore the review ecosystem across TripAdvisor, Google and OTA platforms, learn core reputation KPIs (NPS, CSAT, GRI, Review Score, Response Rate) and study sentiment analysis methods. The practical component uses the Kepsla reputation management system to perform KPI tracking, department-level sentiment analysis and AI-assisted review response generation with real data. Throughout the course, the direct relationship between reputation management and occupancy rates, pricing strategy and revenue performance is consistently emphasised.