SOCIAL STRATEGIES

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SOCIAL STRATEGIES

机译：社会策略

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Social media platforms such as Twitter and Facebook have become critical customer-service tools for hoteliers to interact with guests and manage expectations before, during and after their stays. In fact, there are now numerous legendary stories about hoteliers proactively responding to real-time issues and spinning a potentially negative spate of publicity into a positive outcome for the hotel and guest. This has become a new textbook approach for making the best of a tough situation.

机译：诸如Twitter和Facebook之类的社交媒体平台已成为酒店经营者与顾客互动并管理其入住前后，入住期间的期望的重要客户服务工具。实际上，现在有许多传说中的故事，涉及酒店经营者积极响应实时问题，并将潜在的负面宣传变成对酒店和客人的积极结果。这已成为克服困境的一种新的教科书方法。

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《Hotels》 |2014年第5a期|7-7|共1页
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