These days, anyone can publish a review, photos and videos of their latest vacation and share it with the masses. So then how important is media coverage? And how has social media changed the role of public relations for hotels?
This article discusses the concept of hotel brand revitalization a hotel companys initiatives aimed at re-positioning its brand. Brands that have recently undergone or are currently undergoing this brand process are reviewed.
Being in the hotel front desk, reservations and sales mystery shopping business it is interesting to hear the descriptions that frontline agents provide when asked for information about their hotels. Those who have not been specifically trained to properly handle such questions tend to respond in one of three ways. Some sound surprised that a guest would ask questions about the hotel itself and/or its amenities, services and facilities.
I was always taught that customer service = the 'cheerful giving of attention'. I doubt that these next 5 phrases will make any customer very cheerful.
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