5 Things You Should Be Doing on Social Media for Your hotel

Editor's Notes

1. Delivered as if you are currently active on social media This will help you enhance your presence or spark a new idea for you I’ve got 5, organized by level of difficulty
2. Welcome guests Answer questions about the property, nearby amenities and city Story: Hyatt Regency renovation on E. Wacker in Chicago, IL
3. 42% of consumers complaining via social media expect a 60-minute response time. 32% expect a response within 30 minutes. (The Social Habit Be proactive Random acts of kindness Respond to and/or resolve property or destination issue Manage your online reputation on TripAdvisor and other review websites. Make sure you also respond to all reviews and that you manage your profile on these sites (description, pictures, contact info). Story: I was at a Westin property in Hunstville, AL for a social media conference and tweeted out that I wanted some Oreos and milk, but don’t feel like walking to the store. About 30-40 minutes later, I got a knock on my door with Oreos and milk from staff! Example: Royal Wing Suites & Spa, Pattaya, Thailand monitors reviews with software, summarizes the results and reports them to the hotel’s senior managers, sorting online comments from guests for the department responsible. The hotel’s general manager is responsible for responding to each reviewer — both on the online platform where the review occurred and via a direct email within 24 hours in the original language used. The social media monitoring and response is conducted entirely in-house. The hotel’s percentage of return guests is 65%.
4. Hashtags are cross-functional, and extend beyond the platforms Document the guest and city experience as it relates to your property Showcasing your property amenities Create photo sharing opportunities Allows guests to share their property experiences Story: Four Seasons with #FSFotog; using this hashtag to create exclusive behind-the-scenes content and to share user-generated content
5. Kimpton Hotels has a new reward system where guests can earn perks like in-room spa treatments simply for posting Instagram pictures or tweets of their experience in the property or at one of the restaurants during their stay. Airlines are starting to allow travelers to book flights via DM feature on Twitter, and some hotels are looking into this functionality too. After the DM, you then have a secure chat conversation with a live agent.
6. Inform on FAQs about hotel and tourism industry Power of Youtility, the best marketing is about help and not hype; address topics/issues like a consumer and not a hotelier and address the issues that people want to know Example: Pool story from “Youtility”; financial ruin in 2009; The first thing he did was brainstorm every question related to pools he was ever asked by prospects and customers, and then he started answering each in a separate blog post. Week after week, Marcus added more posts answering more questions. Today, River Pools and Spas is the most trafficked pool website in the world. As a result, potential pool buyers trust River Pools and Spas with their pool purchase because they learned everything they needed to know from their content.  It’s not hard, all you have to do is address your customer needs.
7. Create recipes for making the internet work for you 128 channels can be connected