In this episode, Christian de Boer, Managing Director of Jaya House Hotels, shares his insights on the importance of TripAdvisor and other review platforms in the hospitality industry and how his hotel maintains an impeccable reputation.

• The significance of TripAdvisor (01:07) -Christian discusses the impact of TripAdvisor today.
• Avoiding negative reviews (03:00)—Jaya House has zero negative reviews, and Christian explains how being on the ground and directly interacting with guests helps maintain high standards and avoid negative reviews.
• Empowering staff to handle guest issues (04:13) - Learn about the importance of empowering staff to make decisions and resolve guest issues immediately to ensure satisfaction and loyalty.
• The role of creativity and uniqueness in building reputation (09:18) - Christian shares examples of creative initiatives, such as the handmade Christmas tree and the plush duck sofa, that create memorable experiences for guests.

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands