Skift spoke to several of the social media and marketing managers at the largest U.S. brands for insights into their day-to-day tasks and wackiest social requests. Most hotel brands have the response goal of 30 minutes on social and resolve time of 48 hours at most, according to Skift’s report Social Media Customer Service in the Travel Industry. Brands and properties develop different ways to ensure a response is never far away for guests. Marcella Nicotera, Starwood’s director of social Media and eService care, overseas a team of 30 people spread between six centers in different time zones. The goal is to have a Starwood employee always available for guests, which means someone in Australia might respond to a guest in the middle of the night in the U.S. Get the full story at Skift