Identify the influence of social media on sales.

Identification should include

• feedback from customers (e.g., reviews)
• effects on personnel
• examples of hospitality-related websites (e.g., TripAdvisor, Yelp, Facebook, Twitter, Instagram, TikTok)
• online advertising
• addressing immediate negative feedback
• ethical use of social media.

Process/Skill Questions:

Thinking

• Why is customer feedback important in the hospitality, tourism, and recreation industries?
• What effect can customer evaluations have on an establishment in the hospitality industry?

Communication

• How does social media drive current trends in the hospitality industry?

Leadership

• What forms of evaluation could be used to obtain customer feedback on social media?
• What efforts are made to ensure that team members are aware of feedback and evaluations concerning their areas of responsibility?

Management

• How can evaluations be used as tools to educate team members and improve service?
• What are the consequences of negative employee feedback?