Social media and online reviews have been buzz topics over the last few years, and most hoteliers already maintain active accounts on Twitter, Facebook, review sites and other online channels to engage with guests and collect feedback from numerous online sources.

Meanwhile, the role of traditional guest satisfaction surveys is changing, and becoming more closely tied to online reputation management to provide unprecedented insight into guest satisfaction.

Savvy hoteliers are using this data to make operational and service related improvements so they can exceed guest expectations and increase revenue.

In this fast-paced session, you’ll learn how to get the most out of combining online and offline guest feedback to turn insight into action. We’ll share research by experts in online reputation management and real-life case studies to show you how hotels around the world are benefiting from guest intelligence and social analytics to improve guest satisfaction and boost revenue.