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Hotel finds success by empowering staff and using TripAdvisor as “report card”


The Lenox Hotel, located in downtown Boston, Massachusetts, has taken customer service to a new level. Each staff member is empowered to make decisions to meet their guests’ needs without having to check with their manager first. In turn, every staff member is able to provide prompt customer service to make sure each guest has a great experience.

The hotel also embraces social media, including TripAdvisor, and uses that feedback to help run their business. The Lenox values traveler reviews so much that they run a live feed of reviews – good or bad – on their homepage. “That speaks to what TripAdvisor can do for a property,” Daniel Donahue, general manager of The Lenox Hotel says. “Let’s face it, TripAdvisor is our report card. It keeps us honest and keeps us in the game… and I like to tell you that it keeps our hotel full.”

 Watch the video to see all of the ways The Lenox Hotel has gone from “good to great!”

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