Hotel GM Tales
Talking about feedback systems and how they can influence repeat visits and mainly how they can have an impact on the perceptions of new guests looking at this feedback on sites like the Tripadvisor, ignoring negative guest comments won't make them go away and your future guests are reading them. I make it a point to log in as a management representative and respond positively to the feedback and offer solutions of service recovery if it is needed. This is so very important as future guests are looking at how we deal with complaints. We need to be proactive and take the complaints seriously to make an impression on our levels of guest service perceptions. I think many people simply want a hotel to recognize a problem and then, do something about it. The bottomline is there is a terrific returns if we can invest time and resources in following feedback on such sites.
No comments:
Post a Comment