Sentiment Analysis : Customer Review Data

If the preferences of the guests corresponds to what we have in the hotel, we could know that those are the guests who belong to our hotel. We have to be able to satisfy the guests completely.

Nowadays, social media touches nearly every part of our lives. Industry or domains such as governments, military, corporations, financial institutions, and hospitals collect, process and store a great deal of confidential information on computers and transmits that data across networks to other

Social networks have been making a splash in the internet world over the past couple of years. In some studies into the monitoring of social media activity by employees has

There are over 28 different service areas within the hotel chain ranging from things like Food and Beverage and Housekeeping to Brand Management and Healthcare Services. One of the most amazing things about the Ritz Carlton’s organizational structure is how involved each and every employee is with the guest’s experience. In every functional area of the hotel there is a lineup each morning. In this lineup the department meets and the associates who are going off duty explains the guest situations and requests to the employees who are coming onto a shift. The front line employees are required to fill out guest preference cards for guests who make comments about things that they like or dislike while staying at a hotel. These notes are then given to the Guest Recognition Coordinator who would then enter them into the Encore software system.

Flanagan’s have a PR team in each hotel who everyday are working hard to attract new customers, different events are held throughout the year to attract new business which will increase the amount of customers who are visiting the company, if a new or existing customer would visit or call the hotel they would be greeted by the customer service team, if they would like to make a booking with the hotel the customer service team would then pass them onto the PR team to take the details of their booking.

"We hold these truths to be self-evident, that all men are created equal, that they are endowed by their creator with certain unalienable rights, that among these are life, liberty and the pursuit of happiness"(US Declaration of Independence). Equality is a fundamental principle that has helped form our law system to what it is today. Since the Declaration of Independence we have been able to expand who should be included when our law system addresses equality. Today law, regarding gender equality has progressed significantly. Examining American history, it is evident to notice oppression women's faced from the time prior to the Declaration of Sentiments in 1848 to the Civil Rights act of 1964 and even today in some instances; the strive for equality amongst genders is a conflict that has come a long way, but still needs to be addressed accordingly.

Anderson, C. (2012). The impact of social media on lodging performance. Cornell Hospitality Reports, 12(15).

Social media: new platform for intelligence, help business identify customer’s view about performance and customer relationship of business in the market.

Customers are the backbone of every business which is why building a solid relationship is essential to the success of every business. In order to remain competitive companies must be able to meet the needs and wants of their customers. With new hotels and casinos on the rise in the Caribbean, the hotels and casinos operated under Diamond Cluster Entertainment are struggling to remain competitive. Their competitors are making themselves known via social media and other online marketing strategies. This company is ignoring the importance of social media which is why they are struggling to remain competitive and build a solid relationship with their loyal customers. Their competitors are also investing in loyalty programs that offer customers free rooms, room upgrades, casino credits, and other perks.

Engaging customers, providing customized experiences and developing brand advocates are all important in the marketing world. For sales, the primary goals are generating qualified leads, forging strong relationships and retaining hard-won accounts. Customer service wants to anticipate what customers will need or want, be proactive rather than reactive and avoid customer experience failures. Although it might seem that marketing, sales and customer service need a variety of tools to accomplish their goals, each department can benefit from using social media to connect with customers. This task can be made easier by using the social insights module available in

TripAdvisor is the world’s largest travel site, it enables potential customers to see other opinions before they part with their cash. TripAdvisor has over 60 million visitors per month looking through over 75 million reviews of hotels and restaurants. The site operates in 30 countries worldwide making it a powerful and unstoppable force. Tripadvisor.co.uk (2013) The next review site that even comes close to TripAdvisor is booking.com with a mere 14 million reviews per month compared to the review giant of TripAdvisor.

The average Joe can hurt a brand new restaurant, for example, with a negative review about the food, the prices or the service, because this review will keep other customers, who may have left a good review, away. While it is true that the majority of consumers use online reviews in their purchasing decisions, one bad review out of twenty positive reviews won't hurt the average business, therefore it is essential for businesses to ask customers to share their experience with others online.

Customers had to sign up, either by themselves or with the help of the hotel staff. A profile

Hilton Hotels, one of the biggest worldwide corporations in the hospitality industry, adopted a Customer Really Matter (CRM) strategy to manage its diverse segments of hotels and to improve customer experience. The cornerstone of the CRM, the custom-built OnQ information system, built profiles of the guests, which could be used by the front desk employees and the reservations center to better serve the customers. The OnQ system did improved efficiency of call center operations, but the way of using it also reduced the flexibility of the customer service in the hotels. It could benefit or harm the service-profit chain depending on the specific situation. A few recommendations were made at the end of the case study to improve the system. In general, Hilton should implement big data analytics and give more control to the customers.

To maintain consumer satisfaction businesses have begun to implement blogs. Effective companies rely on the critical feedback from consumers via social media.