As many guests are first-time visitors to a given hotel, reviews help them preview and visualize their on-property experience, sources said.
GLOBAL REPORT—Paul Wood, VP of revenue management at Greenwood Hospitality, sat back and thought about how his company would best handle monitoring and responding to user-generated content, such as online reviews.
The owner-operator, which has a mix of ownership and operating responsibilities at 11 hotels in the U.S., decided the best idea would be to create a new position to handle the reputation at each of the hotels.
“At first, I thought, ‘How can I afford having someone to take care of our social media?’” Wood said. “The fact of the matter is I had to change my perception. And instead I said, ‘How can I not afford to do this?’”
So Greenwood created the position of Portfolio Reputation Manager and tasked the new hire with taking care of the social media responsibilities across the entire portfolio. Read more
Published in: Hotel News Now
By: Jason Q. Freed