online review management

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Service Recovery in the Digital Age


With the rise of online reviews and social media, sharing negative feedback about a hotel stay has never been easier. Many hoteliers are quickly realizing the perils of assuming that guests are having a great stay versus trying to capture their sentiment when they are on-site. To ensure that your guests leave happy and are turned into repeat customers, hotels must put together a comprehensive service recovery plan that considers every stage of the guest lifecycle, from check-in to post-stay. During this session you will learn how to put together a service recovery program that drives greater guest satisfaction and retention