1. Ensuring Guest Satisfaction for the Hospitality Industry. www.hospitalitydefender.com

2. video link: http://youtu.be/Hn7-h5ljSjYWe will help ensure the highest level of guest satisfaction and increased profitability for businesses in the hospitality industry, through online guest review recovery and management, secret shopping and interactive social media efforts. 3. Online Guest Review Site Monitoring & Recovery Fully Managed Social Media Secret Shopping Guest SurveysReports With Actionable Operational Insights 4. Online Guest Review Site Monitoring & Recovery A one-star increase on Yelp can translate into a 9% increase in revenue. More than 50% of potential hotel guests cited an online review as a factor in choosing a hotel, overtaking factors such as location, price and loyalty points. 5. Online Guest Review Site Monitoring & Recovery With all the review sites out there today, potentially millions of people are reading about guests experiences, both good and bad. We respond to all your reviews both positive and negative. We believe that every minute counts when recovering a guest We guarantee a three-hour response time to your reviews, which is over 8 times faster than other reputation management companies. Each and every response is personalized and NOT a canned form-style response. A recovered guest will often update their review and star rating, or take it down completely and potentially become a raving fan! 6. Online Guest Review Site Monitoring & Recovery Case Study: Patxis Pizza Full-service, upscale Chicago-style pizza restaurant. 12 locations in two states, 4 more opening in 2014 with addition of one more state. Between 9/1/2013 and 2/10/2014, Hospitality Defender has gained 89 Yelp stars from guests updating their score after successful follow-ups, equivalent to 17.8 extra 5-star reviews. To date, we have positively resolved 48% of guests negative reviews, with 47% still in progress, representing only 5% unsuccessful guest recoveries. Patxis guests consistently express surprise and gratitude that the business reaches out to them, especially so quickly. 7. Fully Managed Social Media 56% of Americans have a profile on a social networking site 72% of consumers that have a question or complaint on social media expect a 60-minute response time. Hospitality Defender offers this desired 60-minute response time the ONLY company in the business that offers this. Percentage of Brands Responding to Social Media Questions & Complaints 80% 60% 40% 20% 0%2012: 30%2013: 62% 8. Fully Managed Social Media Your business needs to be on social media. Why? Because thats where your guests and customers are. A consistent, strong social media presence lends credibility to your business and shows that youre in touch with your guests. 9. Fully Managed Social Media Tweet a daily special Encourage your guests to post food photos on Pinterest and Instagram Use Facebook to engage with guests or run a contest for your business Make videos to post on YouTube Encourage Foursquare check-ins with specials Respond to any complaints or questions. 10. Secret Shopping Do you know how your staff is treating your guests? Your front-of-the-house staff are your salespeople and brand ambassadors, representing your business. You cant be around every minute of every day to ensure the highest level of service. We work with you to create a customized checklist for our secret shoppers to visit your business & give you feedback on your staff, food and other points. Youll get our report back within 48 hours detailing what we found, and can then use this information to coach and develop your team. 11. Guest Surveys Weve partnered with SurveyGizmo, a leading online survey provider. Guest surveys are a great snapshot of how your business is doing. Get instant feedback from your guests. Well work with you to develop the perfect survey for your business and get it implemented quickly and easily. You can add questions that pertain to your staff, food, service, facility anything that you want to measure! Add your personalized survey link to the bottom of a guest check or folio and just wait for the feedback to arrive. 12. Reports With Actionable Operational Insights As soon as your business is reviewed, we enter the review into our proprietary database which sorts the main points of the review and breaks down feedback on food, service, cleanliness, etc. Hospitality Defender analyzes each and every review in detail and summarizes the information to make it easier spot issues and successes in the categories of Food, Ambiance, Facility, Staff, etc. You receive an email alert with the full text of the review as well as details on the reviewer along with the main points of the review. We provide monthly reports so you get a clear look at your online review metrics. You get to see what is going well for your business as well as the opportunities you can work on with your team.Example report: 13. info@hospitalitydefender.com888-951-3105 facebook.com/HospitalityDefender twitter.com/HospitalityDefEnsuring Guest Satisfaction for the Hospitality Industry. www.hospitalitydefender.com