This week in my Multimedia Communications course, we studied the value of reputation management and the important role Social Media Managers play in maintaining their company’s stature.
Social Media Managers have a very important role in digital marketing communications as they maintain the brand for company’s social channels. Social Media Managers not only create posts for the social channels they manage, but they also have public conversations on behalf of the brand.
These day’s people have a public place to express how they are feeling at any given moment in time through online forums and social media channels. The feedback that is expressed on these platforms could be either positive or negative.
For our assignment this week we are taking a closer look at how to diffuse negative situations and respond in a positive constructive manner in order to practice good reputation management techniques. Below are two comments left on Trip Advisor for hotel stays at a Hilton and Hyatt. In this assignment, below will be example posts for how Social Media Managers could respond to the comments in order to maintain each the hotels reputations.
Hilton Fort Lauderdale Marina Example:
“Maybe we’ll try you again in 10 years.”
Social Media Manager Response:
Please accept our sincerest apologize for the lack of hospitality and cleanliness you feel you experienced at our hotel. We truly strive to make your stay a pleasant one since we know you have many hotels to choose from when booking your travel accommodations.
Due to the hotel being fully booked for the reunion, our staff was a little behind in fulfilling requests. We are sorry for any inconvenience. Please note, I will personally follow up with our maintenance staff to check on the plumbing to ensure the hot water heater is working properly and the pool is tended to daily. Our property is known for its relaxing heated outdoor pool and poolside deck, therefore, your experience of inky water and trash in the pool is unacceptable.
We recently renovated our guest rooms outfitting them in floor-to-ceiling windows enhancing the design and providing a breathtaking view of Fort Lauderdale’s famous Intracoastal Waterway. The new design is airy and you shouldn’t be stubbing any toes with the new furniture!
We loved hearing your feedback so that we may continually improve our guest experience, and make sure you have a great experience on a future stay at one of our hotels. Again, we at Hilton are truly sorry that your high school reunion weekend did not meet your expectations, but we hope that you will give us another chance and visit us again.
For your next reservation, please contact Stacie Scott in reservation guest services (800-867-5309), and she will be able to assist you with your future reservation at the Hilton.
Hyatt Regency Orlando Example:
“Really nice hotel, with great service”
Social Media Manager Response:
Thank you for the review on Trip Advisor! We love hearing guest feedback and experiences.
We apologize you did not receive the high floor room with a view of the pool. Our hotel does everything we can to accommodate all guests requests upon check in if there is availability.
The Fiorenzo restaurant is a great choice to dine for dinner! We’re sorry to hear you had to wait despite your reservation. Because the restaurant is very popular, we’ve found that even with reservations there can be a wait. For any reservation you make through our hotel, our staff is happy to call in advance to ensure your table is ready before you arrive. Just let concierge know and they will call on your behalf.
Orlando is known as a family destination due to it’s many theme parks. So glad you were able to venture to the parks for some fun-filled family time! We are exploring different costs and options for parking on hotel property as well as all surrounding attractions. If you visit our travel page, all travel options to attractions that are currently available are listed.
Thank you again for providing your guest experience while staying at the Hyatt in Orlando! We hope to have you visit us again soon! For your next reservation, please contact Stacie Scott in reservation guest services (800-867-5309), and she will be able to assist you with your future reservation at the Hyatt in Orlando.