User feedback on social media includes bouquets and brickbats. Marcus Hanna, GM, Novotel Singapore Clarke Quay tells Vinita Bhatia how hoteliers can use it to improve processes, and even win over unhappy guests
Run a Google search on Novotel Singapore Clarke Quay, and majority of the top 10 results will be user reviews from various travel sites. This range from effusive compliments to complaints that are so rude it can make the staunchest general manager cringe. However, in this hyper-connected era where information of every byte and hue is available at the click of a button, and where guests usually go online before heading to a property for a meal, spa or a stay, it is important to take the rough with the smooth. That is what Marcus Hanna, GM of Novotel Singapore Clarke Quay has managed to do.
How important is it for a GM to be in touch with guests on social media, especially travel companies that promote user-generated content?
It is pertinent, as lots of decisions are now made on feedback from other travellers. As GMs, we need to understand what our guests are saying and more importantly, act on it. Every morning, we go through guest feedback from the earlier day – whether it has been on social media or our own guest feedback form – and work out how to respond to each one. If it there is a negative feedback, we understand what went wrong and how do we ensure that we don’t do it again, and what should we do now, etc, to continuously improve things.
How can you convert an unhappy guest who might has left a poor feedback online?
هذه القصة مأخوذة من طبعة December 2016 من Hotelier India.
ابدأ النسخة التجريبية المجانية من Magzter GOLD لمدة 7 أيام للوصول إلى آلاف القصص المتميزة المنسقة وأكثر من 9,000 مجلة وصحيفة.
بالفعل مشترك ? تسجيل الدخول
هذه القصة مأخوذة من طبعة December 2016 من Hotelier India.
ابدأ النسخة التجريبية المجانية من Magzter GOLD لمدة 7 أيام للوصول إلى آلاف القصص المتميزة المنسقة وأكثر من 9,000 مجلة وصحيفة.
بالفعل مشترك? تسجيل الدخول
Why Western Couples Are Choosing India For Their Big Day?
Decoding the reason, and how to cater to them...
A Match Made in India
Director General of Tourism Mugdha Sinha's grand vision for wedding tourism...
Tee Off in Style
Hoteliers are giving golfing facilities a boost even as they offer putting greens that make the sport popular.
Bespoke Getaways: What Makes Them Desirable?
Boutique hotels are increasingly becoming the first choice among discerning guests as they provide meaningful breaks.
Blending Tradition with Innovation
The balance of honouring tradition while adding a dash of modern flair is what keeps the culinary scene fresh and exciting...
DON'T THINK, OUTSIDE THE BOX
The oft-quoted maxim, \"Think out of the box!\" does little to encourage creativity or innovation and often is their enemy.
Putting the Wow into Weddings
As hotels become the preferred venue choices for weddings, the industry is certainly shaking things up.
Innovation Is Not an Option but a Necessity
Emphasizing the need for the Indian hospitality sector to innovate and disrupt itself in the current transformative period.
Why Marriott built its GCC in India?
Drew Pinto, Executive Vice President and Chief Revenue & Technology Officer of Marriott International, tells Hotelier India all about finding the best talent in India...
FROM POTENTIAL TO POWERHOUSE
In an exclusive and candid interview with Hotelier India, Gajendra Singh Shekhawat, India's Minister of Culture and Tourism, speaks about how tourism and hospitality will power India's economy by 2047.
