Representatives from hotel firms Best Western International, Hilton Hotels & Resorts and Marriott Hotels & Resorts revealed the strategies that allowed them to lead the lodging industry in connecting with consumers through social media channels. "Our strategy for managing guest feedback includes four main goals: listen, respond, resolve and implement. We have teams in place who closely monitor our brand social channels 24 hours a day to ensure that issues are acknowledged and addressed," said Andrew Flack, a vice president at Hilton.

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