Starwood Hotels & Resorts Worldwide won HOTELS’ 2014 Social Hotel Award for Best Reputation Management: Social Media, Brand.
For the third straight year, HOTELS is honoring the best of social media in the hotel industry with the Social Hotel Awards. The awards are presented in seven categories ranging from Best Facebook Page to Best Digital Video Campaign, and for each category, both a brand and a property are honored. In 2014, HOTELS received more than 250 global entries for the awards, which were chosen by a panel of social media experts and the staff editors of HOTELS.
Starwood Hotels & Resorts Worldwide’s global social care team conducts around-the-clock monitoring of all the company’s social channels in 14 different languages. Starwood set up a chain that allows team members to escalate guest questions and complaints to the appropriate brand team member. They work closely with Starwood’s social strategy team to craft creative responses and address customer complaints or inquiries when they happen or even before they happen.
Starwood’s social care team has a response time of less than 26 minutes and has handled more than 12,000 customer-service issues. More than 96,000 guest email inquiry or complaint tickets have been closed by the team.
For a complete list of the 2014 Social Hotel Award winners as well as a rundown of the judges, see the October issue of HOTELS.