For hotels online feedback counts
January 06, 2009 |
Christopher Orr, director of sales and marketing at the Renaissance Baltimore Harborplace Hotel, admits to surfing the Web at work - and he doesn?t apologize for it. In fact, he regularly shares his findings with the hotel?s management team.
Orr, like all conscientious marketing professionals in the hospitality industry, does his best to monitor his employer?s reputation. Increasingly, that means scrutinizing what customers are saying about it online.
?In the service industry, it comes down to your reputation more than any marketing or advertising effort,? said Orr, who spends up to 30 minutes weekly scanning independent Web sites like TripAdvisor.com to find out what customer reviews reveal about the hotel.
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