The Westin Paris Vendôme<br />Alena Chikaleva<br />Agnès Lerévérend<br />
Our four review sources are :<br /><ul><li>TripAdivsor.com
Booking.com
Travel Post.com
Expedia.com</li></li></ul><li>
Example of TripAdvisorreviews:<br />A negativereview<br />Positive review<br />
Example of Expedia reviews:<br />One positive, one neutral and one negativereviews.<br />
Example of Travel Post reviews:<br />One positive and one negativereviews.<br />
Example of Booking.com reviews:<br />One positive and one negativereviews.<br />
What impression on guests do the reviewcreate?<br />On these four review sources, there are more positive reviewsthannegat...
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The westin paris vendôme

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The westin paris vendôme

  1. 1. The Westin Paris Vendôme<br />Alena Chikaleva<br />Agnès Lerévérend<br />
  2. 2. Our four review sources are :<br /><ul><li>TripAdivsor.com
  3. 3. Booking.com
  4. 4. Travel Post.com
  5. 5. Expedia.com</li></li></ul><li>
  6. 6. Example of TripAdvisorreviews:<br />A negativereview<br />Positive review<br />
  7. 7. Example of Expedia reviews:<br />One positive, one neutral and one negativereviews.<br />
  8. 8. Example of Travel Post reviews:<br />One positive and one negativereviews.<br />
  9. 9. Example of Booking.com reviews:<br />One positive and one negativereviews.<br />
  10. 10. What impression on guests do the reviewcreate?<br />On these four review sources, there are more positive reviewsthannegatives, that ‘s why the guestswhoreviewit have easier a positive impression on the hotel. <br />Eventhere are some clients whohadsomeproblemsduringtheirstays in thishotel, youcanseethat the image of the Westin Paris Vendôme isvery positive. <br />
  11. 11. <ul><li> How youwould use the reviewcomments for customer engagement :</li></ul>The manager should control evereyreview sources, in order to respondatanynegativereviews, and to thank clients whenitis a positive review. <br />When a guest made a positive review, itis important to communicatewiththis client in order to have a good contact withhim, and to develophisloyalty.<br />When a guest made a negativereview, itis primordial to communicatewiththis client in order to apologize for the inconveniencethathehadduringhisstay, and to modify the negative image thatthis client have about us.<br />
  12. 12. <ul><li>How youwouldcapitalize on positive impression :</li></ul>Whenwe have a positive impression, weneedshare more information withthis client, to explainhimouractuality and actions. <br />It is important to communicatewithhim, in order to show himthathis opinion isvery important for us. <br /><ul><li>How youwould correct negative impression of the hotel:</li></ul>Whenwe have a negative impression, itis important to respondimmediately to the client on the samewebsitewherehelefthisreview. <br />In ourresponse, itis important to apologize and to explainhimwhathappened and why. Finally, itis primordial to explainhimour futur actions in order to respond and to correct athisnegative impression.<br />

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