WEBINAR
TOPIC:
Guest Satisfaction: 8 best practices for Hotels & Restaurants
EXPERTER PRESENTER:
Daniel E.
Craig
FormerhotelGM
Special Guests:
RJ
Friedlander
Founder &
CEO @ReviewPro
Anna
Kavelmann Digital
Strategy, Corporate
Social Media & ! Online Reputation Management
KEY
POINTS:
- Best Practice
definition: A guideline or solution to a problem generally accepted as the most
effective course of action.
- Google 5 Stage
of travel (new info gained):
- 1st
Practice: Optimize Your Online Presence
3 types:Paid content, owned
content and earned content
(New info gained) Earned
content MUST POWERFUL because it comes from the CONSUMERS not marketers, also
Google ranked the search of the website
- 2nd Practice: Manage guest expectations
(New
info gained) Reality
marketing is the next generation of marketing, example: Casa Blanca hotel shows
the "truth" of its rooms.
- 3rdPractice: Be true to brand
3 factors that
affects rankings:
People wants to
see recently reviews.
- 4th Practice: Track guest feedback
Ask in person
(solicited)
Guest letters &
emails (unsolicited)
Comment cards
(solicited)
Electronic surveys
(solicited)
Reviews & social
media (unsolicited)
- 5th Practice: Analyze guest feedback
2 sources: Online
reputation and guest surveys
It's important the use
of qualitative and quantitive measures and internal and external
sources
- 6th Practice: Use feedback to guide decisions
Reviews and Feedback not only for the guest also
for the STAFF (New info gained)
- 7th Practice: Respond
How to respond a
review (New info
gained)
- 8th Practice: Provide Social Service
(New
info gained) How
to manage social media using The Google's 5 stages of travel:
What
were the benefits for attending the webinar?
- Dynamic
- Real
time
- Sense of
approach
- Practical (you
can attend it from anywhere)
- Q&A
sessions (you can send even a tweet or Facebook post)
- Available
material (you can download the material from the webinar)
If
you were to organize a webinar, what would you do differently?
- More
advertising about my webinar: It's was difficult to find webinars
- Survey in real time: planning a survey in real
time as an activity to involve the audience and be part of the content.
