Read the article below and answer the questions that follow - NSC Tourism - Question 10 - 2018 - Paper 1
Question 10
Read the article below and answer the questions that follow.
HOTELS MUST MANAGE THEIR ONLINE REPUTATIONS
Most tourists read online reviews as part of their trip pl... show full transcript
Worked Solution & Example Answer:Read the article below and answer the questions that follow - NSC Tourism - Question 10 - 2018 - Paper 1
Step 1
State ONE way in which customer feedback influences travel planning.
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Answer
When planning to travel, many tourists read reviews of other tourists and their experiences at these destinations. Customer reviews are listed alongside rates and booking options on online platforms. Online feedback influences a tourist's choice of accommodation and other travel related products.
Step 2
Suggest ONE way in which a hotel should respond to the following: 10.2.1 A positive online review about the hotel
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Answer
Acknowledge (recognise) the positive feedback. Express gratitude and reward the tourist for their written efforts.
Step 3
Suggest ONE way in which a hotel should respond to the following: 10.2.2 A negative online review about the hotel
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Answer
Apologise for the inconvenience caused. Indicate what the hotel has done since the visitor experience.
Step 4
Explain ONE reason why responding to online reviews in QUESTION 10.2 is a way of managing a hotel's online reputation.
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It is an intervention process to restore the hotel's credibility and reputation. It shows potential tourists that the hotel deals with problems quickly and efficiently. This demonstrates to tourists that the hotel values its customers and directs operations accordingly.
