Students will take on the role of manager and discuss how they would deal with a flurry of negative reviews.You are a manager in a hotel and recently have seen several negative reviews posted on popular travel websites about your hotel. The reviews have complained about unprofessional service staff, unreliable wi-fi, and dissatisfaction with the free breakfast.How should you respond to these reviews?For each passing year, online reviews help business growing more and more. In term of 93% customers said these reviews impacted on their decisions (Podium n.d). However, not all the review is being fair enough to the business, some might cause our business to troubles. Many of the travel website such as TripAdvisor have the aware on malicious and negatives reviews tool. It helps us as a moderator check if the reviewers are verified or clone accounts. Be timely, before taking any reply back to the guest, I would make it clear and be calm enough to not saying anything make me regret later. In the prompt manner, I will get back on them without 24 hours, it shows that I truly care and listen on what they say. I concern on their matter. Honestly, it will be weird to say thank you for those negative comments, but it should be help out calming the other readers whom concern about the issue at that same time, a sweetly thanks will sufficient against any more arguments in online. Deeply take my words to apologies about their bad experience, I would explain that I feel sorry for what they had in the trips. Offer a solution by asking them brings it offline, we will reach them out by direct call on private email will surely work.Should you respond at all? Why or why not?Stangl and Regler (2016) shows that the majority firm will get in touch with the authors or reviewers of these negative feedback directly on online platform. Although it is freaking frustrating for us to see these negative comments on social media, somehow, we can turn them to the perfect opportunity. We dont have to response every negative comment but staying engage shows the authors we are are all ears to their mattersWhat actions should you take after seeing these reviews?First of all, ensure those reviews are not scam or clone, as a moderator of the site we have to report to TripAdvisor whenever it malicious people try to do ruin our business face. Then, taking role as a manager, I will have to double check the case and guarantee it happened in the hotel. Next, make it a good way for both of us have a direct conversation. Reference:Podium n.d, State of Online Reviews, podium.com, viewed on 16 July 202https://www.podium.com/resources/podium-state-of-online-reviews/Stangl, B and Regler, B 2016, “Monitoring Web 2.0 – User Generated Content in the Hospitality Industry”. Travel and Tourism Research Association: Advancing Tourism Research Globally. 28 https://scholarworks.umass.edu/ttra/2010/Oral/28
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