Hakan Saatçioğlu, President of the Professional Hoteliers Association (POYD), stated that feedback on social media has become not only a promotional tool in the tourism sector but also a strategic element shaping guest satisfaction.

Hakan Saatçioğlu, President of the Professional Hoteliers Association (POYD), stated that feedback on social media has become not only a promotional tool in the tourism sector but also a strategic element shaping guest satisfaction.

COMMENTS DIRECTLY AFFECT SERVICE QUALITY

Saatçioğlu stated that hotels today take swift action by instantly responding to guest feedback. According to a report in Ekotürk, Hakan Saatçioğlu said, “We now have a social media unit. This specially trained team analyzes comments instantly, goes to the field, and turns complaints into positive experiences with solutions.”

SOCIAL MEDIA TEAMS ARE NOW STANDARD

The vast majority of hotels have established social media teams to effectively manage guest comments. Professionals working on these teams can read between the lines of reviews, analyzing what each nationality prioritizes. Expectations for different tourist profiles, such as Turkish, German, and Russian, are differentiated, and the service process is tailored accordingly.

COMMENTS FROM THE HOTEL ARE MORE VALUABLE

Saatçioğlu emphasized the limited impact of digital surveys answered by guests after they leave the hotel, saying, "The truly valuable feedback is the comments made on social media while they're at the hotel. We can monitor these hourly and respond immediately."

SERVICE STRATEGY BY AGE GROUP

Highlighting the varying expectations across different age groups, Saatçioğlu stated that younger guests have higher expectations for entertainment and live music, while families prioritize mini clubs and children's activities. TURKEY QUICKLY RESPONSES TO GUEST REQUESTS

Saatçioğlu stated that one of the most important factors contributing to Turkey's success in the tourism sector is its fast, solution-oriented service approach. He said, "The approach of immediately fulfilling guests' requests positively impacts their holiday preferences."