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Your Good Name

Your Good Name

When the Conrad Miami suffered a technical problem in February that significantly slowed down its elevators, General Manager Stephane Mercier found himself responding to a complaint on TripAdvisor. The guest saw Mercier’s response and stopped by the front desk two ...

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Better Online Engagement

Better Online Engagement

When making booking decisions, guests are looking at up to 11 online review sites. This is fundamentally changing the dynamics of loyalty, says Kristin Muhlner, CEO of newBrandAnalytics. Here’s why direct engagement is imperative and how hoteliers can effectively mine ...

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Handling Social Media in a Crisis

Handling Social Media in a Crisis

In the immediate aftermath of the Boston Marathon bombings, law enforcement officials quickly instructed bystanders to leave the area and return to their homes and hotels until the imminent danger had subsided. Since the race finish line was located near ...

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Pricing in a Social World

Pricing in a Social World

The advent of online travel agencies (OTAs) ushered in an era of price transparency on a broad scale. Revenue managers suddenly had to pay close attention to their price position relative to the competitive set, adding another variable to complex ...

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