Be Transparent

One of the first steps to being a transparent company is to give your guests a way to provide feedback. Many businesses are weary of giving guests a channel to share their experiences, mainly because there's no way to control what will be said. Even if you don't provide a way to give feedback, guests will always find a way (TripAdvisor, Urbanspoon, Yelp, Google reviews, etc.).

Always be sure to reply to guest comments, especially the negative ones. When you reply in a public way with "I'm sorry you experienced this. I just sent you an email so we can resolve your situation," other guests will see that and know you care about their experience.

Online training for front-line employees in the hospitality and tourism industry is now available for FREE! Learn more at VISITFLORIDA.org/training.

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