Dr. Dan Mount of Penn State’s School of Hospitality Management to present
DALLAS – Jan. 20, 2015 – On Tuesday, Jan. 26 from 2-3 p.m. EST, UniFocus, the Dallas-based provider of the service industry’s most comprehensive workforce management systems and financial tools, will host the webinar “Integrating Guest Surveys and Online Reviews: How to increase customer satisfaction, drive revenue, and improve intent to return and recommend.”
The webinar will discuss:
- The value of social media reviews and how to how to improve market ranking
- Best practices of a guest feedback program
- Integrating survey and online feedback to identify and respond to the issues that are most important to guests
- Identifying a best-of-both-worlds approach
Presenters include Dr. Dan Mount, CHA, associate professor at Penn State University’s School of Hospitality Management and research advisory board member at UniFocus, and other UniFocus survey and reputation experts. With over 12 years of hospitality industry experience, Mount currently teaches undergraduate and graduate courses in advanced hotel operations, international hotel operations and service management. His major areas of research include service quality, employee satisfaction, and the development of new methods to apply survey data.
“Webinar participants will emerge with an understanding of the 360-degree approach to collecting and taking action on guest feedback, which is essential to success in today’s market,” explained Mark Heymann, founding partner and CEO of UniFocus. “As much as 93 percent of people find reviews important when determining where to stay – many won’t book a hotel without them. With the majority of hotels planning to increase their investment in online reputation management, it is critical to look at the other side of the coin as well. Statistical reliability is necessary to understand how a hotel’s average guest feels about his or her experience, and that only comes from soliciting feedback on a consistent basis. The ability to retain history and report trends is vital to both short- and long-term investment decisions, as well as operational interventions.”
The webinar is free of charge, and attendees may register online at:
https://attendee.gotowebinar.com/register/481478712586011137.
