“…The days are gone, Craig said, when travelers respond to “fantasy photos and fairy-tale descriptions on a website.
If you don’t deliver on your promises, guests will be disappointed and that leads to backlash…it doesn’t matter whether operating a 2-star, 3-star or 5-star star hotel, it’s important to strive to exceed expectations. He said all guests arrive with expectations, so operators have a choice…”
An organized and diligent approach to the management of social media and online reputation is a sure way to improve a hotel’s guest satisfaction scores, speakers said Tuesday during a webinar.
“We have very discerning guests with high expectations, so online reputation management is very important in the luxury hotel segment in which we operate,†said Anna Kavelmann, corporate coordinator of digital strategy for Geneva-based Kempinski Hotels, during a webinar titled “Guest satisfaction: 8 best practices,†hosted by ReviewPro.
For more: http://bit.ly/1AyPphH
