The Role of Social Media in Hospitality & Tourism
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What is the role of social media for the hospitality & tourism industry in 2018? How are hospitality and tourism businesses using social media in their business currently? What are the key considerations underpinning all hospitality and tourism business social media activity?
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The Role of Social Media in Hospitality & Tourism
- 1. The Role of Social Media in Hospitality & Tourism
- 5. Source: https://www.huffingtonpost.com.au/2016/01/12/hospitality-social-media_n_8951490.html Why do hospitality & tourism businesses need social media?
- 6. Word of mouth Source: Instagram
- 9. Operator’s perspective “Guests or visitors want to see, feel and dream about their experience before they begin their journey and social media allows them the freedom to research and engage.” “I see the role of social media as vital in this three step process and thankfully our industry is all about beautiful food, service, hotels and destinations.” Quality Hotel Powerhouse Group Regional New South Wales
- 10. How businesses are using social? Source: Google & Instagram
- 13. Recruitment “Social media plays a vital role in our recruitment process, is 90% of our recruitment activity.” Cobbold Gorge Far North Queensland
- 16. Case study: Four Seasons “The goal across all channels is to convey a genuine culture, distinctive personality along with extremely customized service” Source: Instagram
- 17. The role of social media
- 19. • Tourism Australia • Social Media Examiner • YouTube & Google • Tourism Tribe Resources 1. 19
- 20. 1. 20
- 21. Connect with Us Prue Pike: 0421 328 927 prue@talksm.com.au Facebook: @TalkSocialMedia Twitter: @TalkSM LinkedIn: @talksocialmedia Web: talksocialmedia.com.au 21
Editor's Notes
- According to sensis, 79% of Australians are ACTIVE social media users (approx 19.4 MILLION people). Enormous opportunity for you as a small business.
- Again, enormous opportunity for businesses.
- According to sensis this is when we are using social media.
- Pun intended!!!
- Pun intended!!!
- Margo Robbie passes Federer 500+million likes with her #quokkaselfie
- The downside to all social media… the negative… Businesses are afraid of negative feedback on social media, and have used it as an excuse not to engage. Good feedback is good, bad feedback can in some cases be better… it can help you fix things, improve your product and your customer service. What to do? Have a plan!! Set up some “house rules” rules – guidelines that will allow you to make a call should you ever need to. EG removing swearing from a page. Be sure to involve you entire team, empower them to respond Do not enter into disputes online, try to lead the dispute offline if you can. Always respond. To good and bad feedback – show your online community that you care enough to be there. Fix the problem if there is one, and inform your community that you have fixed this problem. Be honest Be polite & gracious Always say thank you.
- Your FB page can be like holding an instant focus group. Ask your diehard loyal fans what they want? They are the ones that come back and visit you time and time again… ask them? You just never know what bright ideas may show up.
- Engage with potential staff on their preferred social channels – to get best candidates. (ally)
- Consistency across all our marketing activity – buids trust in the brand
- Because social media is just one part of your marketing jigsaw puzzle, BUT a critical part.