lundi 5 janvier 2015
samedi 3 janvier 2015
#Guest Satisfaction: 8 Best Practices for Hotels & Restaurants - Webinar
WEBINAR
Guest Satisfaction: 8 Best Practices for Hôtels & Restaurants
Text link:
http://resources.reviewpro.com/webinars/guest-satisfaction-best-practices-hotels-restaurants-thanks?submissionGuid=3fc826cb-8c21-464e-ab7f-35904766b6c7
Key points:
- The importance of guest satisfaction
- The role of Social Media
- 8 best practices for guest satisfaction
- Getting feedback & Analyzing data
New concepts I learned:
The 8 practices:
1. Optimize your online presence: paid/owned/earned content
2. Manage guest expectations: deliver the right information at the right time on the right Platform
3. Be ture to your brand: share your key areas of focus
4. Track guest feedback: interact with guests to push for feedback
5. Analyze guest feedback: online reputation
6. Use feedback to guide décisions: train staff
7. Respond: show you care, change the perceptions
8. Provide social service: respond to tweets
Valuable information:
The guests' satisfaction is based on the best practices provided by trained, empowered and recognized staff and how they exceed expectations.
The best practices are the wisdom and experience of colleagues that will help save time in the future.
Since the Social Media changed guests' satisfaction, it must belong to a strong strategic Social Media Plan Campaign.
Social Media helped increase the property visibility, on-property engagement, and develop the inteactions with guests
Getting feedback became a platform to leave more reviews and better analyze them. Hotels should analyze the content and engage more with their audience in order to increase credibility, visibility and loyalty.
To conclude, they noted that hôtels should transform social into a viable distribution channel.
What would I do differently to create a better webinar:
I would have given major key points on how to maximize the hotel's engagement on social networks, for instance.
Slides:
jeudi 11 décembre 2014
mercredi 10 décembre 2014
#Hilton mobile/Checkmate - Session 4
Hilton Hotels & Resorts
Mobile Guest Services
for Independant Hotels
Group with Jessica
& Nathalie
With the Hilton
Hotels & Resorts Mobile Apps, you can:
Compared to CheckMate, we can also in the Hilton
Hotels & Resorts App:
- book your breakfast
- book your parking
- make an early C/I
- customize your stay
dimanche 7 décembre 2014
mercredi 3 décembre 2014
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