How Four Seasons Hotel in Paris could improve their communication….

Diana Doucoure & Miriam Calegari

-Comments from customers are very positive

-Rank in Trip Advisor is 15th over 516 hotels

-All categories have average rank 5

-Social Medial well developed on the website

Guests comments

Managers do not answer customers' comments on the hotel’s website, this behavior does not correspond to the hotel’s image and reputation

A manager from Four Seasons George V answered the guest’s comment on the Trip Advisor Website

-The website does not have the interactivity with the customers’

-There are no guests’ comments on the website

-The website is “cold”, plain

-The hotel uses only the “old strategy” for Selling- Only the worse comments are answered by managers

What we would do to improve theHotel’s communication….

Answer the good customers’comments to create a conversation in the social media platforms

Create a directly link betweencustomers and managers on theHotel’s website

Quote customers’ comments on the websiteTo attract more interest from newviewers