Efforts, goals pay off with high TripAdvisor rankings

02/16/2010 | Hospitality Net

An official with HKHotels describes how the company set and achieved its goal of having all of its hotels in the top 10% on TripAdvisor's popularity index. The effort involved hiring the "nicest people we could find," training and empowering them, having senior management review every negative comment and working to fix the problem, even if it sometimes meant contacting the traveler privately.

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