Column: Hotels should be firm against social media intimidation

09/27/2011 | Hospitality Net

Hoteliers face new challenges in the social-media arena in the form of guests requesting special treatment and those who threaten to write negative reviews, hotel consultant Daniel Edward Craig writes. Hotels should view special requests as opportunities to develop customer loyalty, but social-media bullies should be met with calm professionalism and a solid social-media policy, he writes.

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