“The guest is lying … Why would I do this knowing that they might give me a bad online review?” – Management Response on TripAdvisor.
As more hotels log on to social networks to respond to guest reviews and commentary, the risks of saying the wrong thing and making things worse are becoming increasingly apparent. In this webinar we take an in-depth look at responding to reviews, with practical tips and real-world examples for responding effectively to everything from common complaints to false allegations.
In this free webinar hosted by Josiah Mackenzie and Daniel Craig you will learn:
- Which reviews should you respond to?
- Who should respond?
- How to appease detractors and encourage advocates
- Tone and vocabulary: words to use and words to avoid
- Responding to commentary on Facebook and Twitter
- Time-saving tools for tracking and responding
- Examples of responses and a Q&A session with the experts
Who should attend?
This webinar is designed for hotel executives and managers from marketing, online distribution, revenue management, operations and quality control and anyone else responsible for responding to guest feedback.
About the hosts
A former general manager, Daniel Edward Craig helps hoteliers across the globe adopt the latest tools and best practices in social media and online reputation management. He collaborates with ReviewPro as Industry Advisor in the area of Client Engagement. Visit www.DanielEdwardCraig.com
Josiah Mackenzie is the Director of Business Development at ReviewPro, and is focused on helping hotels increase their sales by using social technologies to provide remarkable service to their guests.
ReviewPro enables hoteliers to increase guest satisfaction and online revenue by more effectively managing their online reputation and presence in leading social media sites. After rapid growth in the European market, the company has expanded internationally and quickly grown its client roster to thousands of hotels in nearly 70 countries, including the Roger Smith Hotel, the Beverly Hills Hotel, Hotel Bel-Air, Ace Hotel, Montage Hotels, Mammoth Mountain Resorts, citizenM Hotels, Louvre Hotels Group and Meliá Hotels International.