HOUSTON, TX, December 14, 2013 - Emphasizing the need for hotels to constantly continue their focus on customer service and use social media to help them do it, Will Tarrant, Co-Founder and Managing Partner of Service Metrics Group, spoke on Monday, January 7 and Tuesday, January 8 at the Texas Hotel & Lodging Association Short Course at the Conrad Hilton College of Hotel & Restaurant Management. As a featured presenter, Tarrant addressed attendees at the 68 year-old event on various topics relating to customer service and social media – and how they work together in the age of instant access to information via technology.
Highlights of the customer service presentation included:
Highlights of the social media presentation included:
Service Metrics Group is a Texas-based company that measures the customer experience for a variety of organizations and industries including hospitality, gaming, travel, tourism, retail, and entertainment. Services include mystery shopping/quality inspections, customer satisfaction feedback and tracking systems, and online reputation management and review site monitoring. Service Metrics Group is a privately-held company with operations worldwide.
The Texas Hotel Association (THLA) is a nonprofit trade association representing every aspect of the lodging and tourism industry. Membership includes all of the facets of lodging options in Texas, from the largest convention center hotel to the smallest Bed & Breakfast, along with full service and limited service operators, convention and visitor bureaus, chambers of commerce, and vendors who work within the hospitality industry. Over the last eight years, THLA has grown from the fourth largest state hotel association in the country to the largest hotel association in the nation, with over 2,500 members.