The Future of Hospitality Guest Satisfaction
Event DetailsPast Event: Thursday, January 16, 2014 at 10:00am - 11:00am Venue: Member Webinar
The popularity of online reviews and the importance of social media are changing the way the hospitality industry is approaching how to gather customer feedback. Historically, hotels and restaurants have relied on comment cards, extensive post-stay surveys and mystery shoppers to ascertain service levels, customer satisfaction, and areas for improvement. Today, customer-centric and forward-thinking hoteliers are rethinking traditional surveys and looking at alternatives that allow for free form responses to capture rich feedback and that provide a social currency that drives new bookings and trust in hotels.
Join Revinate's Greg Bodenlos for a discussion that will include these topics:
- Why guest satisfaction is changing with new technology for sentiment analysis
- Why hotels and restaurants need to embrace transparency to drive sales
- How hotels can drive more feedback on important review sites like TripAdvisor
- How properties can use feedback to improve operations in real-time
Greg Bodenlos is Marketing Manager for Revinate, a high-growth start-up company based in San Francisco, California that provides an online reputation software solution designed for the hospitality industry. In his current role, Greg produces all of the company's thought leadership content - including industry best practice articles, webinars and blog posts. He also manages the company's own social media presence as well as its growing university program. Prior to joining Revinate, Greg enjoyed previous on-property digital marketing roles at the Fairmont Southampton, Bermuda resort and, most recently, at The Mark hotel in New York City. A 2010 Cornell University Hotel School graduate, Greg remains keenly passionate about hospitality education and relishes every opportunity to return to campus for a visit.