2017 EAS
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Wednesday, 24 September 2014

Ugly Rumors, Bad Reviews and Good Advice: Using Social Media to Manage Guest Comments

Time: 14:30 - 15:30

The advent of social media sites such as Trip Advisor and Booking.com as well as Facebook and Twitter have given guests a platform to comment on, discuss and critique products and services like never before. This can be a powerful asset when the news and views are good and a major headache when it isn’t. The attractions industry is not immune to this development and some attractions have developed useful tools manage this problem.

In the session we will examine PortAventura Spain’s program to track online comments about their park & hotel guest satisfaction survey on the main travel websites - Tripadvisor, Booking, Google. Gwénaël Merlin, Director of Partnerships for TripAdvisor will examine the impact of the Tripadvisor on amusement parks and she will offer advice on how to monitor comments, deal with poor reviews and manage guest comments.    

Speakers:

 

Oriol Garcia
PR Manager, PortAventura, Spain

Oriol Garcia completed bachelor degree courses in Political Science and Journalism at the Pompeu Fabra University in Barcelona. He began his professional career as a media journalist for Bloomberg, finance and economics TV in London (UK), TV3 Spanish TV, among others. In 2002, he joined Mahala Alzamora PR Agency in Barcelona, where he spent six years leading the Tourism Department. He dealt with clients such as the Barcelona Tourist Board, the Sagrada Familia, the Sitges Tourist Board and Dalí’s Centenary 2004.

In 2008, he joined PortAventura as the Press and Public Relations Manager. He is currently responsible for the national and international communications strategy, including consumer-oriented communications, corporate information and crisis communications. He was responsible for starting PortAventura’s social media strategy five years ago, for which he built an online community of more than 400,000 stable followers and more than 200 bloggers. As manager of online reputation management, the Press and Public Relations work means he is also dealing with client feedback on websites like TripAdvisor, Booking or Expedia.

 




Gwénaël Merlin
Director of Partnerships, TripAdvisor, UK

Gwénaël leads the European partnerships for TripAdvisor for Business division. He develops and manages partnerships across a range of industry areas including online travel agents, airlines, media, and destination management organisations. He has led digital partnership strategy and business development teams throughout his 15 year career, serving in senior roles with Thomas Cook, Microsoft, and Orange UK. Gwénaël holds a Masters in international Business from the E.S.G Management School in Paris.

Other Speakers:
- Francisco López, Managing Director, Burson & Marsteller
                           

 

Andreas Andersen
CEO Liseberg, Sweden

Andreas Veilstrup Andersen is the CEO and President of the Liseberg Group, running Scandinavia's biggest amusement park in Gothenburg, Sweden. Andreas' has a legal and financial background, and has been working in the amusement park industry since 2000, first at Tivoli Gardens in Copenhagen, Denmark, and later as Executive Director of IAAPA's (International Association of Amusement Parks and Attractions) European operations in Brussels, Belgium.

 



Mascha van Till
Managing Director, Walibi Holland, The Netherlands


Mascha van Till-Taminiau has been managing director of Walibi Holland for nearly six years. Previous to that she was director of Land van Ooit, performed interim assignments for the Provincial Library of Utrecht and Madame Tussauds. Mascha van Till is currently also Chairman of the Club van Elf, the Dutch Association of Leading Visitor Attractions.

 









Tolga Alisoglu
CEO Vialand, Turkey

In October 2013,  Tolga ALİŞOĞLU was appointed to General Manager of VIALAND, a Theme Park and Shopping Center complex in Istanbul, Turkey.
  From 2002 until 2013, Mr. Alişoğlu was active in the Turkish media sector. Among others, he was the General Manager of SkyTurk TV, one of the most popular news networks in Turkey. He also hold positions as Country Coordinator at Stroer Turkey, Assistant General Manager of Turkmedia Advertising and was the General Manager of Sales of television network Kanal Turk.
  Tolga Alişoğlu has a BA in Economics, from the Dokuz Eylül University. He is also holds two Master degrees in Business Administration and Political Science and International Relations, both from the Yeditepe Universtity, Turkey.

  Rodericht van Zuylen
CEO Duinrell, The Netherlands
















 
 
Moderator:

Reinoud van Assendelft
Principal at Van Assendelft and Associates, The Netherlands


   Reinoud van Assendelft de Coningh is the owner and principal force behind Van Assendelft & Partners, a Dutch attractions consultancy. The company enjoys international recognition as a specialist for amusement parks and public attractions, especially in the areas of strategic marketing and concept development and has completed over 200 national and international assignments for Theme Parks and Attractions, museums, theatres, local and regional governments and various leisure related companies.
   Before forming his consultancy, Reinoud was the Commercial Director with the Efteling Theme Park in the Netherlands and was Commercial Director of Endemol Live Entertainment. He began his career in the theatre and was theater director in Tiel and assistant manager of the city theatre and concert hall of Nijmegen.
   He was also a member of the Marketing Committee of the International Association of Amusement Parks and Attractions (IAAPA) for five years and was the chairman of this committee for three years. He currently serves on the Global Certification Taskforce of IAAPA  and served in 2011 and 2012 on the IAAPA Hall of Fame Committee. 


                           

   

 

Andreas Andersen
CEO Liseberg, Sweden

Andreas Veilstrup Andersen is the CEO and President of the Liseberg Group, running Scandinavia's biggest amusement park in Gothenburg, Sweden. Andreas' has a legal and financial background, and has been working in the amusement park industry since 2000, first at Tivoli Gardens in Copenhagen, Denmark, and later as Executive Director of IAAPA's (International Association of Amusement Parks and Attractions) European operations in Brussels, Belgium.

 



Mascha van Till
Managing Director, Walibi Holland, The Netherlands


Mascha van Till-Taminiau has been managing director of Walibi Holland for nearly six years. Previous to that she was director of Land van Ooit, performed interim assignments for the Provincial Library of Utrecht and Madame Tussauds. Mascha van Till is currently also Chairman of the Club van Elf, the Dutch Association of Leading Visitor Attractions.

 









Tolga Alisoglu
CEO Vialand, Turkey

In October 2013,  Tolga ALİŞOĞLU was appointed to General Manager of VIALAND, a Theme Park and Shopping Center complex in Istanbul, Turkey.
  From 2002 until 2013, Mr. Alişoğlu was active in the Turkish media sector. Among others, he was the General Manager of SkyTurk TV, one of the most popular news networks in Turkey. He also hold positions as Country Coordinator at Stroer Turkey, Assistant General Manager of Turkmedia Advertising and was the General Manager of Sales of television network Kanal Turk.
  Tolga Alişoğlu has a BA in Economics, from the Dokuz Eylül University. He is also holds two Master degrees in Business Administration and Political Science and International Relations, both from the Yeditepe Universtity, Turkey.

  Rodericht van Zuylen
CEO Duinrell, The Netherlands
















 
 
Moderator:

Reinoud van Assendelft
Principal at Van Assendelft and Associates, The Netherlands


   Reinoud van Assendelft de Coningh is the owner and principal force behind Van Assendelft & Partners, a Dutch attractions consultancy. The company enjoys international recognition as a specialist for amusement parks and public attractions, especially in the areas of strategic marketing and concept development and has completed over 200 national and international assignments for Theme Parks and Attractions, museums, theatres, local and regional governments and various leisure related companies.
   Before forming his consultancy, Reinoud was the Commercial Director with the Efteling Theme Park in the Netherlands and was Commercial Director of Endemol Live Entertainment. He began his career in the theatre and was theater director in Tiel and assistant manager of the city theatre and concert hall of Nijmegen.
   He was also a member of the Marketing Committee of the International Association of Amusement Parks and Attractions (IAAPA) for five years and was the chairman of this committee for three years. He currently serves on the Global Certification Taskforce of IAAPA  and served in 2011 and 2012 on the IAAPA Hall of Fame Committee.