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

2. 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

3. 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

4. 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

5. 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.

6. INDUSTRY leaders using AHLEI’s Content and Credentials

7. ACADEMIC leaders using AHLEI’s Content and Credentials

8. Where Do Negative Reviews Come From?

9. 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.

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

11. 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.

15. 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.

16. 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.

18. 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

19. 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

20. 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

21. 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.