Social media plays role in guest experience

Four Seasons is just one luxury hotelier that employs staffers to monitor social networks and offer real-time feedback for inquiring guests. Loews found a guest's birthday online and was able to surprise the guest with a cake, which is an example of how luxury hotels are using technology to boost customers' experiences. "Social media is a great tool for us to personalize their experience and make them feel special during their stay," said Christina VerHeul, a spokeswoman for the hotel.

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