The Dos and Don’ts of Handling Negative Reviews
So you’ve used your social listening tools and come across some stellar reviews for your hotel. But just as you are mid back pat, there it is: the negative review, looming like a dark shadow. For those of us who pour our soul into our work, this can be as painful as a dagger in […]
Social Listening Tools: What are People Saying About You?
In 6 Tips for Doing Social Customer Service Right, we recommend using social listening tools (also known as social media listening tools or social media monitoring tools) to ensure you don’t miss any direct social media mentions and also to catch indirect mentions for providing excellent customer service. But what is a social listening tool, […]
Hotel Guest Satisfaction is higher than Ever – How Satisfied are Your Guests?
According to research firm J.D. Power’s 2014 North America Hotel Guest Satisfaction Index Study℠, hotel guest satisfaction is at a record high. In fact, with overall satisfaction averaging 784 points (out of 1,000) in 2014, guest satisfaction is up 27 points from 2012. The study, now in its 18th year, measures satisfaction with the entire […]
Top Hotel Management Software buyer trends for 2014
Hotel management researcher Software Advice has just released their 2014 Hotel Management Software (HMS) BuyerView report uncovering this year’s top HMS buyer trends. The report reveals why hotel managers are looking for new software, which features are most important to them, and the most active buyer segments. At a time when hotel technology is rapidly […]