The document discusses the online social media presence and customer service approaches of Hotel Praktik Rambla Barcelona. The hotel is active on its website and multiple social media channels like Facebook, Instagram, Pinterest, Twitter and Tripadvisor. It generally responds quickly to customer questions and complaints on these channels, with a friendly human-to-human tone. However, the hotel could be more active responding to older comments on Tripadvisor and provide more solution-oriented responses instead of just apologies when customers complain.

1. ONLINE SOCIAL TOUCHPOINTS
DIGITAL MARKETING FOR HOSPITALITY #MBA2B

2. ACTIVE ONLINE TOUCHPOINTS
Praktik Rambla Barcelona has all the active online social touchpoints.
Apart from CONTACT section on hotelpraktikrambla.com,
the hotel also has Facebook, Instagram, Pinterest, Twitter, Flickr
and Tripadvisor.

3. FACEBOOK PAGE

4. INSTAGRAM

5. PINTEREST

6. TRIPADVISOR

7. TWITTER

8. WHAT ARE ON THE
TOUCHPOINTS
• Questions:
booking
confirmation,
hotel's general
service, Partnership
and marketing . . .
• Complaints: size
of rooms, limited
service, noise, staff
behavior . . .

9. On social networks like Facebook and Twitter, most of questions
are responded within one day which shows an effective
community management of the hotel. However, the hotel is not
active enough on Tripadvisor as some comments are still not
replied since the year before.
RESPONSE TIME

10. H2H APPROACH
The hotel always has H2H approach when communicate
with existing or potential customers.
Followings are some keys that show the hotel's H2H:
• friendly way of responding to questions, sometimes with
a smiley
• wish good luck for participant in hotel activity
• give recommendations without pushing sales
• ensure customers' problems are well solved
(see examples in the following pages)

11. H2H APPROACH

12. H2H APPROACH

13. H2H APPROACH

14. H2H APPROACH

15. RECOMMENDATIONS
The hotel already does well on social
networks in showing interest and
concerns in customers' comments,
reviews and questions.
However, as mentioned, the hotel can
be more active on Tripadvisor
because it is the website that most
travelers would surf in the
beginning of their research for a
hotel.
Especially negative reviews that the
hotel can use the opportunity to
clarify the problems and
encourage unhappy customers to
come back.

16. RECOMMENDATIONS
The hotel should not emphasize the status
of 3-star hotel to comments about limited
service. It just makes customers feel like
there is nothing to do with them.
Recommendations and helps should be
provided as necessary.
For example, if a customer complains
about no laundry service,
the hotel can point out where customers
can have the service nearby instead of
just giving a plain apology.
Going beyond expectation and having
extra mind is the key to win the heart of
customers in hospitality.

17. Moreover, the hotel can do better in
online community by sharing
more contents about travelling or
some other topics that are
related. For example, tips for
travelling in Barcelona, some
festivals or activities
that travelers should not miss in the
city.
It will attract more audience, not only
people who are looking for hotels.
The hotel already has a unique
characteristic and style so we can
humanize the brand and make it
more livelier.
RECOMMENDATIONS

18. THANK YOU FOR READING!
• SIRINAPA K.
• EMAIL: mlleskhemasiri@gmail.com
• BLOG: http://rmbysirinapa.blogspot.fr/