Reputation Management TripAdvisor® Reputation Management for Front-Line Staff Name Title Date

About Us American Hotel & Lodging Association (AH&LA) Headquartered in Washington DC Provides focused advocacy, communications support, and educational resources for lodging industry Serving the hospitality industry for more than 100 years Representing 2.5 million Hotel rooms with over 20,000 member properties

About Us American Hotel & Lodging Educational Institute (AHLEI) Founded in 1953; the non-profit education and training arm of AH&LA Offices in Florida, Michigan, India and China 100+ products in a variety of training media Product development in conjunction with direct industry input 97 International Distributors, Affiliates and Licensed Institutions in 55 Countries 16,500+ Hotels and Resorts currently use our training resources and certification programs globally 250,000+ Hotel Professionals currently hold a professional certification globally 2,000+ High Schools, College and Universities use our academic programs and supplemental materials globally 435,000+ Academic Exams graded since 2008 Customer base (B2B, B2G and B2C) in 100+ countries

About Us American Hotel & Lodging Educational Institute (AHLEI) 97 International Distributors, Affiliates and Licensed Institutions in 55 Countries Customer base (B2B, B2G and B2C) in 100+ countries 16,500+ Hotels and Resorts currently use our training resources and certification programs globally 250,000+ Hotel Professionals currently hold a professional certification globally 2,000+ High Schools, College and Universities use our academic programs and supplemental materials globally 435,000+ Academic Exams graded since 2008

American Hotel & Lodging Educational Institute Our mission statement: To be the premier source for quality hospitality education, training, and professional certification, serving the needs and advancing the excellence of hospitality schools and industries worldwide.

INDUSTRY leaders using AHLEI’s Content and Credentials

ACADEMIC leaders using AHLEI’s Content and Credentials

Where Do Negative Reviews Come From?

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.

Reputation Management Managing a property’s online reputation is essential, as positive guest reviews can contribute to a property’s bottom line.

Your Impact on Guest Satisfaction The most successful properties recognize that providing exceptional guest service MUST be part of the culture of the organization. Every staff member is responsible for service—even if they do not interact with guests directly.

Responding to Reviews The management team at your property is responsible for responding to guest reviews on TripAdvisor. Train your team to get involved in monitoring your property’s TripAdvisor reviews firsthand.

Reputation Management This course, developed by the American Hotel & Lodging Educational Institute (AHLEI) in partnership with TripAdvisor®, provides clear information on how staff can encourage positive reviews by providing exceptional guest service.

Online Course An overview of TripAdvisor® Where negative reviews come from Manager and employee roles in the review process Tips on appropriate ways of asking guests for reviews TripAdvisor® policies on fraud, threats, and blackmail Case studies, knowledge checks, and a 10-question quiz

Topics Where do negative reviews come from? Your impact on guest satisfaction Asking guests for reviews Review tools Management responses Your role Getting involved Taking ownership Threats and blackmail Preventing Fraud

Online Course Course is directed to all front-line staff 30-minute online course Available in English There is a quiz at the end – 80% or higher may print a certificate of completion

Responding to positive and negative reviews demonstrates to both former and prospective guests that the hotel is interested in feedback and takes customer service seriously.