Great Hotels Conference London 2010 Andrew Grill

The global front desk Leveraging the power of social media before, during and beyond a simple room night Andrew Grill - Great Hotels of the World Organisation Annual Conference London, November 2010

Social media is just like real life!

Marketing sets the expectation, marketing creates demand, marketing helps a consumer differentiate why one choice is better than another.
Operations delivers.
Any gap between the two drives a conversation on the social Web.
Dave Evans http://lc.tl/gap

Why social media?
Two way medium
Instant feedback
Promotes sharing of ideas and information
Complements everything you are currently doing
Relatively simple to establish a presence
Your competitors are already doing it

Things to consider
Social media is noisy
Social media is demanding
Social media is unforgiving
Social media is not a replacement for marketing
Social media is the best word of mouth you cannot buy
Social media helps extend your message before, during & after a room night

Before
Use social media before a guest considers a stay
Promote property offers and events & things in the area
Find others that talk about your particular niche
Publish property photos on more sites than just your own
Encourage previous guests to recommend via social media
Provide an additional channel for questions

During

Some great examples already

http://chmuk.com/pics

After
Ask your guest’s permission to store their twitter name
@name thank them for staying publicly – they will return the favour
Offer an incentive to promote your property
Make it easy for guests to promote/share/like your property
Watch for their tweets – they may be talking to you!

Promote your own & local events

One to watch - Foursquare http://foursquare.com

When do people visit my property?

What should I do next?
Claim your brand on twitter & Facebook
Identify who is going to monitor and maintain
Arm the team with tools to contribute also
Put our social media credentials on your web front door
Grab a short URL version of your brand
Start tweeting and following
Leverage your property presence on social media

Monitor social media http://lc.tl/vt

@ AndrewGrill Contact via http://lc.tl/c +44 788 198 6694

Great Hotels Conference London 2010 Andrew Grill

by Andrew Grill on Nov 13, 2010

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Great Hotels Conference London 2010 Andrew Grill — Presentation Transcript