Download to read offline
Uploaded byFlint Group
FM CVB Claiming Social Spaces
The document discusses social spaces for hotels and the importance of claiming them online. It notes that over 114 million Americans will research travel online in 2011. Social media sites like Google Places, TripAdvisor, Yelp and Facebook Places allow hotels to directly communicate with customers and see what is being said about them. The document provides tips for hotels to create a game plan for managing their social spaces online, including setting up a shared email account, designating staff responsibilities, encouraging but not demanding reviews from customers, and responding to reviews gracefully.
FM CVB Claiming Social Spaces
- 1. Claiming social spaces FMCVB hotel partners Oct 4, 2011
- 2.
- 3.
- 4. 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…
- 5.
- 6.
- 7.
- 8. 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?
- 9. 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
- 10.