Social spaces represent physical locaAons. People can add raAngs, reviews, and conversaAons.
Social spaces for hotels • More than 114 million Americans will research travel online in 2011, and 94 million will book online (Hotel Marke,ng, April 2011) • Sites like Google Places, Trip Advisor, Yelp, and Facebook Places improve search opAmizaAon and allow you to directly talk with customers • Maybe most importantly…
Create a game plan • Accessibility – Use a shared or neutral email account, not a personal one – Consider seVng up a Gmail or another shared email address that can be forwarded to mulAple people • Responsibility – Who will monitor on an ongoing basis? – Who decides which reviews are responded to? – Who is in charge of updaAng photos every 3‐6 months?
Encourage reviews • Encourage, but don’t ask for reviews – “Check us out on…” works beer than “Write a review on…” – Include URLs in follow‐up emails or on receipts – Signs or cards in lobby – Focus on one space, or encourage them to use the space of their choice • Remember that reviews from your lobby computer may get ﬂagged