Yes, I have had some experience with this… at a couple different properties. This is a really touchy thing, because everyone is too busy for it, you know? Some people that should respond absolutely don’t see the value in it… yet.

A GM would be great, but you could throw it departmentally, and make sure all department heads are on top of it responding to reviews that are specific to individual departments, with an AGM, Dir of Rooms, or Concierge responding to the overall reviews that cover the whole property.

I think it is a wonderful question, and I am excited to see where this goes.

http://www.hrabaconsulting.com/blog/2009/03/04/the-new-job-description-concierge-20-what-makes-an-excellent-brand-managerhotel-smo/
http://www.hrabaconsulting.com/blog/2009/02/25/the-stress-of-social-media-on-marketing-and-pr-firms-or-did-we-just-create-a-new-position-for-real/

those two posts talk a bit about this, but you need someone that is fairly erudite, savvy with words, and fiercely loyal. I don’t know if a GM would even be a good idea, really… I just hope someday this becomes a property level job. Problem that I am experiencing is that the time invested vs. the money paid is wildly disparate. I don’t know if you could pay someone that intelligent enough, especially when someone could be a travel writer, copy editor or something that they would be better suited to use their skills at.

This is one of the best questions I have been asked… and I think the answer is that is wholly dependent on the property level operations and where they can find someone able to do it. Maybe the GM, maybe the DOS… maybe a front desk agent that is skilled, loyal, and bored.

We are still very young here though, so if you have any thoughts I would love to hear it.

Any experiences with this?