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Jun24

Written by:IAHI Blog Team
6/24/2010 1:33 PM 


By Eva Ferguson


The Wall Street Journal explored the online methods hotels are initiating to not only track complaints, but to respond to them before it becomes viral.  Social media, like FaceBook, TravelAdvisor and Twitter, can turn one dissatisfied guest’s comment into the complaint heard ‘round the world.  But if offers a great opportunity too.  Too often guests may leave a hotel unhappy and no one at the property ever knows.  If you track these comments, you can  get a better handle on what guests are saying about your property.... and you can reach out to them and make it right.   What are you doing to track your guests’ experiences?

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2 comment(s) so far...

Re: Social Media and Your Hotel (By: Eva Ferguson)

Fascinating article. I am amazed at the rate at which the internet is changing our business. Between OTA's and social media it is becoming necessary to add staff to manage tasks which did not exisit 10 years ago. Unfortunately, managing these complexities will only serve to maintain market position as opposed to being accretive to RevPAR in the long run.

By Stephen Field on  6/30/2010 8:40 AM

Re: Social Media and Your Hotel (By: Eva Ferguson)

Stephen your comment rings so true. We are facing the same challenges in our staffing mix. It’s the new playing field that not everyone understands or embraces now but it is certainly becoming a normal business practice. I am sure our members would be interested in sharing tips/best practices for managing this. Please share. -Eva

By IAHI Blog on  7/6/2010 9:47 AM

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