NB: This is a guest article by Daniel Edward Craig, a former general manager turned hotel consultant specializing in social media strategy and reputation management.
In my last post, I discussed how social media has enabled a new measure of hotel performance: the Guest Satisfaction Index (GSI).
Derived from guest reviews and ratings aggregated from major review sites, the GSI provides a measure of a hotel’s market share of guest satisfaction within its competitive set.
In this post I discuss how reputation metrics are paving the way for the integration of the online reputation management and revenue management functions.
“Hotels are quickly recognizing the link between revenue management and reputation,” says Corin Burr, director of Bamboo Revenue.
Read the full story at: http://www.tnooz.com/2011/04/08/how-to/part-two-of-two-hotel-revenue-management-meet-reputation-management/
