HOSPITALITY ONLINE BUSINESS DEVELOPMENT

Claire Bichon

Julie Fournaux

MBA 2B

DIGITAL MARKETING and SOCIAL MEDIA

EXAMPLES: HOW HOTELS USE SOCIAL TO IMPROVE GUESTS’ EXPERIENCE

Flip.to:

- Guests are the best to advocates your business

- He is the one who promote in the best way your company.

- Use UGC (user generated content)

- Work on online reputation thanks to online reputation marketing of the company

Hospitality industry

Checkmate.io:

- Mobile application

- Allows to knows better your guests before their arrivals

- The best way to go beyond your guests expectations

Empower your staff to increase your service

Hospitality industry

Air BnB:

- Is a competitor for hospitality industry

- They organize meting called “Air BnB open”. They offer the possibility for hosts to meet each other and Air BnB employees

It aims at improving the services, sharing tips between hosts.

During meeting, the expose work of art to push people to communicate on social media about the meeting.

“Hospitality industry should take example of this meeting to meet the guests, knows what they think, take advice to improve service and guests’ experience”

LIST OF 3 IDEAS

- Offer a week end experience/ restaurant to famous influence blogger to write an article about your hotel/ restaurant

- Create a community on social media so that people can exchange about a subject and rely the information.

- Increase services links with social media: interactive menu/ online check-in

SHOULD A HOTEL USE UGC IN VARIOUS SOCIAL MEDIA IN THE HOTEL’S SOCIAL MEDIA

YES:

- Because the generations changing and social media are more and more used

- Companies need visibility and a good online reputation

- Important to use UGC to better knows customers’ wants, to adapt the service and then increase the guests’ experiences

- But with the authority to the guest and keep their privacy

WHAT ISSUES/PROBLEMS RESULT FROM HOTEL'S USE OF GUEST INFORMATION USED IN SOCIAL MEDIA?

Positive aspects:

- Free way of advertising

- Increase guests’ loyalty

- May attract new guests

- Improve service thanks to guests feedback

- Have more information's about the guests

Negative aspects:

- Privacy issues- Can lead to miss information's- Creepy factors- Can lead to legal problem- Ability to use correctly these information's