The American Hotel & Lodging Educational Institute (EI), in partnership with TripAdvisor®, has developed a 30-minute online tutorial that introduces front-line staff to the concept of reputation management. Tens of millions of travelers share reviews of their hotel stays on TripAdvisor®, the world’s largest travel ratings website, and millions of others read those reviews when planning trips for business and pleasure. Managing a property’s online reputation is essential, as guest reviews contribute—positively or negatively—to a property’s bottom line. “TripAdvisor® Reputation Management for Front-Line Staff” provides clear information on how staff can encourage positive reviews by providing exceptional guest service.
TripAdvisor’s reputation management course provides an overview of the site, including an explanation of TripAdvisor’s popularity rankings. Employees learn where negative reviews come from and how employee involvement can impact guest satisfaction. They gain an awareness of management responsibilities and their own roles in the review process. The course provides tips on acceptable ways to ask guests for reviews, as well as information on TripAdvisor’s policies on fraud, threats, and blackmail. Learning is assessed using “What Do You Think?” questions throughout the course and an end-of-course quiz. Those who pass the quiz with a score of 80% or higher can print out a certification of completion.
The program is also available in a print format suitable for individual or group training.
TripAdvisor® Reputation Management for Front-Line Staff is available for individual purchase through EI’s online store at www.ahlei.org. This product is also available for licensing by organizations interested in training large groups of employees. Pricing is subject to number of users. Please contact an EI sales manager at 1.800.349.0299 or +1.407.999.8100 for details.
About the American Hotel & Lodging Educational Institute
Established in 1953 as a nonprofit educational foundation of the American Hotel & Lodging Association, the Educational Institute’s mission is to continue being the preferred provider to the lodging industry, hospitality schools, and related hospitality industries by developing and providing quality resources to train, educate, and certify hospitality professionals worldwide.