Blog Archives

Your Opinion Is Important To Us!

This week’s assignment calls for a response to both a negative and positive tripadvisor post

Each student must respond as if they were the Social Media Manager in charge of Public Relations for a hotel, the Hyatt Regency of Orlando Florida and the Hilton of Fort Lauderdale, respectively. For those who may not be familiar with tripadvisor, it claims to be the worlds, largest travel community. Tripadvisor receives more than 260 million monthly visitors, 60 million members, boasts over 150 million reviews and opinions in 26 languages, made available to both the consumer and business owner. As a consumer one can use tripadvisor to see reviews from other travelers on hotels, travel packages, restaurants and “best of’s” in numerous categories. It’s a site worth checking before you travel for sure! For a business owner, and in this scenario, a hotel manager, how you respond to reviews about your establishment can make all the difference. A carefully crafted response can influence return visits, prospective customers and ultimately a choice to book-or-not-to-book with your hotel.

According to tripadvisor responding to positive and negative reviews clearly demonstrates to both former and prospective guests that you are interested in their feedback and take customer service seriously. mgmtresponseguide_1_2_0

In a December 2013 survey, 77% of respondents said that seeing a hotel management response makes them believe that the hotel cares more about its guests. Over half of the survey respondents also said that seeing a management response generally makes them more likely to book, versus a comparable hotel that did not respond to travelers.

For Study Purposes Only—This is Not an Actual Review or Response from Hotel Management

Hyatt Regency, Orlando Florida

On behalf of the Hyatt Regency of Orlando Florida, let me be the first to thank you for returning to our hotel. I would also like to thank you for taking the time to review our hotel as your comments reflect how pleased you were with your stay. Our pledge to Hyatt Regency guests is to offer the very best of both worlds from business travel to tourism, to that end, we are so pleased you decided to come back and this time, with your family.

You may not be surprised to learn the Hyatt Regency of Florida earned a Certificate of Excellence in 2014 by Trip Advisor and the prestigious 4 Diamond Award by AAA. Awards, along with guests reviews like the one you kindly provided demonstrate we are getting it right!

Compliments to the Chef’s

We are equally pleased that you enjoyed the dining at our facility. I will be sure to pass along to Corey Crawford the Chef at the B-Line, how happy you were with the light bite and desert you described as scrumptious. We are proud of the B-line and take pride in the high energy, prompt service, and fine food we make available to our guest 24 hours a day. I see you also took the time to tell us your family enjoyed the Fiorenzo Italian Steakhouse. Chef, James Stafford will be thrilled to add your review to the over 110 existing reviews that rate his restaurant as “better than excellent” on Trip Advisor.

The next time you and your family return to Orlando we would love for you to consider staying with us again. Please feel free to contact me personally at (407)-284-1234, to discuss making your next stay with us even more pleasurable than the last.

Until then don’t forget to follow us @HyattOrlando on Twitter, visit our Facebook page, and view our Pinterest page to bring back some special memories. Remember to check the Hyatt website for specials and discounts too! Thank you again for providing your valuable review on tripadvisor of the Hyatt, Orlando and we look forward to seeing you and your family again.


Mark S. Hoplamazian

President & Chief Executive Officer

Hilton-example-2014 Hilton, Fort Lauderdale

On behalf of the Hilton, Fort Lauderdale and Hilton Hotels & Resorts, I would like to extend our professional apologies to you and your husband as it is obvious by your comments we failed to meet your expectations during your recent stay at our property. Each one of your concerns will be addressed with the management and the staff of the hotel to create a better experience for guests going forward.

As the most recognized name in the industry, Hilton Hotels & Resorts stands as the stylish, forward thinking global leader of hospitality. With over 92 years of experience, Hilton continues to be synonymous with “hotel” because of our innovative approach to products, amenities and service. We apologize this, was not your experience.

You might be interested to know that we are currently refurbishing all the rooms at the Fort Lauderdale property which, when finished, will include renovated bathrooms, modern walk-in style showers and fashion forward furnishings throughout. It is our hope that if you ever return to Fort Lauderdale you consider staying with us one more time to enjoy the improvements.

Your return will provide the Hilton, Fort Lauderdale an opportunity to show you and your husband how much we have perfected our facility. Please contact me directly at 1-(954)-463-4000 if you decide to give us another try. I will personally see to it that your stay will be a true Hilton Hotel & Resort experience. Please know that every guest and every stay is important to us.

Thank you for reviewing your stay at the Hilton Fort Lauderdale.


Christopher J. Nassetta

President & Chief Executive Officer

This was a fun assignment and an eye opener too! I learned a lot about both hotels and may even stay at one of them when I come to Florida when I graduate! There is a discernable difference between the two hotel websites and one stands out as more progressive than the other. My takeaway—even if you have an established social media presence, or reputation for having excellent customer service, unless you continually focus on keeping your content, your service and your relationships on track, they could easily slip away.

very satisfied




As part of an assignment for MMC 5006 Introduction to Multimedia Communications

I was tasked with reviewing  of North America, a trade show for beauty industry professionals. The event is focused in particular on the distributors, OTC’s, manufacturers and buyers of the beauty professional and retail stores. Reviewing the website, one can see Cosmopro is employing social media to include Facebook Twitter, Linkedin, Pinterest and Instagram. One can easily subscribe to their newsletter. The website features numerous videos that can be clicked on to find out more information on a product, service or specific beauty guru! This making Cosmoprof a haven for beauty lovers who are interested in finding out what’s new and what’s state of the art in the world of beauty. As a first time visitor to the website I found the video posts to be most intriguing, first because I had no idea what Cosmoprof was, and second because I found what they are selling to be most interesting.

Conference Highlights

First I clicked on the CPNA 2014 Highlights video to see what the conference is all about.A strategy I employ when going into territories unknown, I like to view videos first to see what the site is all about. This brought me the bottom of the page where I began clicking on the social sharing buttons with the intent to see more video. I first landed on the Cosmopro Facebook, with the first post featuring Chan’s video where she provides a recap of the products she found at the conference to be of interest to her. Chan is a regular fixture and trusted entertainment reporter at red carpet parties, events and fashion shows, Jennifer is a pro at painting the town red and mingling with Hollywood’s hottest celebrities, industry VIPs and stylish insiders. Making her the perfect attendee and spokesperson at this event. One product in particular she liked was “Crack” An odd name for a product that can help smooth and detangle unruly hair, tame curls and harness the beauty of both types of hair. As a regular sufferer of bushy hair, the product sounds like something that could work for me.

Also from Facebook I watched a video dated July 14th , Beauty’s video informed me about some great beauty must-haves!— like Sero-Vital an anti-aging wrinkle treatment product that touts “you can turn back the hands of time.—and is an anti-aging breakthrough.” Leading up to the event the Cosmopro Facebook page included various posts from 3 days, 3 weeks out to a few months out. By the end of the event, the Facebook page has 5,139 likes, pretty impressive for an event targeted at small group. The Facebook page also included a post by “The New Agency’s”, founder Erick Brownstein, his online video discusses ways to promote your brand, (in this case, cosmetics) talks about on-line video, on-line marketing and websites as a way to reach customers, Strike Social, Spring Box, or Bamboo!

The Cosmopro Twitter page did very well with 2,492 tweets, 2,726 followers, and 269 videos. Pinterest was also booming with activity on 7 boards to include: Spotlights, Discover Beauty, Affiliates, CPNA New flash, Videos, Styles We Love and Beauty Event. The Pinterest page was extremely engaging and I found myself spending at least an hour clicking around and viewing the new products and wonderful photos. Missing Social Media Elements There was no “search” option on the Cosmopro website, therefore one would have to hunt and peck, for what you were searching for.

Two disappointing Social Media sites that were associated with Cosmopro were the Instagram page and the LinkedIn page. In order to participate in the LinkedIn page one would have to join as a member, therefore it’s a closed group. That works well for the group but not so much for a student who wants to see what is going on. I also did not care for the

Instagram account…when I clicked on the social sharing bottom I was taken to the Websta Instagram viewer, a site I am not familiar with nor did I find the landing spot to be particularly engaging, interesting, or user friendly.

Worth mentioning

  • There were at least 10 press releases leading up to the 2014 Cosmopro conference and event.
  • Attendees were offered an opportunity to win a Mini-Cooper.
  • Michael Bolton sang at one of the events.
  • Pam Anderson was a celebrity who attended the event. Branding?

Not completely consistent. The branding was consistent across the Cosmoprof website, Facebook and Twitter with the use of a beautiful woman dressed in blue apparel, as if she were an angel. However, I did not see the Cosmopro angle presence on Pinterest, Instagram or LinkedIn, just a graphic to a lesser extent. However it should be noted that the Cosmopro’s Linkedin page has 2,426 members, proof that it’s not just about a fancy graphic.

What stood out for me was the image of the angel. She is very beautiful and can easily be associated with the beauty business. Hashtags are being used by just about every sponsor and they are free to promote their product how they choose. Some of the more noteworthy sponsors give presentations where attendees would have to pay to attend.

An excellent attempt at promoting the event to include social media in the overall IMC! Could it have been better? Of course, we could all get better at incorporateding social media into our marketing strategies, yet this, is a very, very professional, achievement.

%d bloggers like this: