Social media has become a key marketing tool for the hospitality industry. It allows brands to engage with customers, understand their needs and desires, and develop long-term relationships. The hospitality industry uses various social media channels to increase brand awareness, provide customer service, monitor reputation, and generate customer reviews which act as powerful marketing. Focusing each social media channel on a specific customer service area, like using Twitter for concierge services, allows companies to better cater to customers and drive revenue through online engagement.

1. Social Media’s Influence on
Hospitality Industry

2. TITLE HERE
In recent years the
significant increase
in the use of social
media in the
hospitality industry
has proved to be
the key marketing
tool

3. • It allows the brand to go viral
Social • It creates way for the industry to
engage with potential customers
Media and current customers to identify
their specific needs and desires
allows • Each channel generates a direct
the connection with customers
• This helps specific companies
brand develop a better understanding of
what the customers expects in
.. his/her experience

4. Hospitality industry is
They are constantly
customer oriented and
solely revolves around
trying to discover
the customer the best social
networking
strategies, tools, and
marketing strategy policies to establish
goal is to potential better and longer
customers into loyal relationships with a
customers client

6. WHY SHOULD THEY USE SOCIAL MEDIA?
It is the fastest
1 growing
category of
Internet Marketing
in terms of attracting
new users

7. WHY SHOULD THEY USE SOCIAL MEDIA?
It allows you to establish a relationship with your
customer like no other media has previously allowed
2
It enables you to establish a 1-1 relationship where
you are getting regular feedback on how your
customers are reacting to your marketing messages

8. WHY SHOULD THEY USE SOCIAL MEDIA?
It offers an opportunity
for you to establish
yourself as an
expert in your 3
market

9. WHY SHOULD THEY USE SOCIAL MEDIA?
4
Consumer reviews and user
generated content still dominates
hotelier’s view of social media

10. WHY SHOULD THEY USE SOCIAL MEDIA?
Lastly, social media
optimization is
the next
5 generation of
Internet Marketing
(Source: Milestone Insights)

11. Social Media Marketing concepts and
techniques primarily consist of:
Increase brand Improve customer
awareness of service
services
Educate and
Increase sales inform customers
Monitor brand reputation
(Source: UNLV University Libraries)

12. People research This makes it
online before crucial for
making a companies in
purchase or the hospitality
commitment industry to
so they monitor
know they how they
are making are perceived
informed educated on all social media
decisions channels

13. SOCIAL NETWORKING IN THE HOTEL INDUSTRY
In recent years hotels have started to
utilize social networks, tools, and
strategies to showcase themselves
“In 2011 the use of online reviews and social media
reached an unprecedented level of adoption within
the hotel industry – becoming nearly universally
embraced by hotel executives as a key source of
customer insight, a tool to achieve operational and
service excellence, and a way to drive revenue
growth” (Source: Review Pro)

14. Social Media Online
reviews present
several advantages…

15. Social Media Online Reviews Present Several Advantages
1. Guests can respond in a
way that is easiest for them

16. Social Media Online Reviews Present Several Advantages
2. Then they
can provide
feedback
whenever and
wherever they
want (often via
mobile devices)

17. Social Media Online Reviews Present Several Advantages
3. They can talk about
whatever impressed
or
annoyed
them

18. Social Media Online Reviews Present Several Advantages
4. For hotels that do a good job of
providing an excellent guest reviews
posted online can act as powerful
sales messages

19. Social Media Online Reviews Present Several Advantages
5. Complete anonymity can
encourage more honest and
open feedback

20. Social Media Online Reviews Present Several Advantages
6. Surveys can
provide you with
detailed feedback
on specific
areas of your
operations

21. Guests use social media channels and online reviews to
rate hotels, give feedback, and criticize what needs to
be fixed or praise what the hotel executed well
This industry
has a very
strong customer
service
relationship and
fully caters to
the customers
feedback

22. Focusing each channel on a
specific area of customer service:
“We’re entering a new age in luxury
hotel marketing. Top-tier hotels are
now using Twitter for concierge
services, social geo-locating platforms
to unlock free gifts, Facebook for
customer service and YouTube to
showcase unique properties.”
(Source: Business Insider)

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