The Educational Institute, in partnership with TripAdvisor, is developing a 30-minute online tutorial that introduces front-line staff to the concept of reputation management. The course, which will be available soon, explains how positive guest reviews contribute to a property's bottom line and provides information on how staff can encourage positive guest experiences through exceptional guest service.
TripAdvisor's reputation management course provides an overview of the site, including an explanation of the site's popularity rankings. Trainees 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.
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.
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