TripAdvisor has created a global customer care unit in an effort to improve its relationship with the hospitality industry.
Heading up the division will be John Dila, director of customer care. He has been appointed to build up a worldwide team of customer service agents with the aim of improving the customer experience for both travellers and operators.
Dila's priority will be to create a response system which will make it quicker and easier for owners to post management responses in line with the company's policies.
"We are in the early days of better serving owners," said Dila, who has experience working in e-commerce and customer services for InnoCentive and eBay. "The key is to listen, and my team will attend events this year where owners meet and speak freely, and we'll ask, ‘How are we doing?' and ‘Would you recommend this experience to others?'"
"If the answer is no, we have to find out why and design a better experience. That kind of listening and acting engagement will be a major focus this year. Those are a few ways we will listen and work to change perceptions."
Dila will be based in the USA at TripAdvisor's head office in Newton, Massachusetts.
By Janet Harmer
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