Royal Wings Suites & Spa won the Best Reputation Management in Social Media in the second annual Social Hotel Awards of Hotels magazine. This award honors best practices in hotel social media marketing from around the world and recognizes both brands and individual properties for their leadership and innovation in connecting with consumers online via social media.
According to the magazine, Royal Wing’s strong program for documenting issues and specific written action plans enabled the hotel to take home the prize for Best Reputation Management in Social Media by a property. Royal Cliff Hotels Group has an established hotel internet marketing team that monitors reviews with software and reports them to the hotel’s senior managers. The hotel then holds weekly meetings to go over any negative comments with the goal of addressing significant issues and creating productive solutions that will help improve customer satisfaction and build customer loyalty.
Royal Wing Suites & Spa wins Social Hotel Award for Best Reputation Management in Social Media.
“We believe that understanding our customers is the key to giving them exceptional service,” Vitanart Vathanakul, executive director of Royal Cliff Hotels Group said. “To enhance our guests’ experience involves getting to know our customers so well that we are able to anticipate their needs and exceed their expectations. This means constantly being attentive to them, addressing their honest feedbacks and understanding their experiences from their point of view. Encouraging customer engagement through the use of social media greatly helps us achieve our goal of continually inspiring customer loyalty and increasing global advocacy for our hotels.”
The Social Hotels Awards judges commented, “Royal Wing has a very strong program in place – to document issues and create specific written plans show commitment. We also love that there is a true 360-degree response to guest comments.”
The winning entries in 7 categories were chosen by a panel of social media experts and Hotels editors. Categories ranged from Best Integrated Digital Campaign to Best Use of Digital Video, with each category divided by hotel brands and individual properties