Column: Social media raise the stakes for hotel-service quality

01/24/2013 |

In the age of social media, hoteliers need to raise the bar in providing top-notch service while working to catch and resolve any negative reviews that turn up online, hospitality expert Clinton Farley writes. "Read your guests' body language -- make the first move to ensure satisfaction rather than dissatisfaction, move with the times -- monitor social media actively -- set up online alerts to track all channels, invest in social media tracking resources, respond to reviews on websites but be careful not to become emotional," Farley writes.

View Full Article in:

Published in Briefs: