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.

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