Christina Sheer's MCCA Presentation

8/4/2019 Christina Sheer's MCCA Presentation

1/23

USES OF SOCIAL MEDIA FORTHE HOSPITALITY INDUSTRY

Music City Concierge Association

August 29, 2011 Meeting


2/23

HOSPI

TALITY

The quality or

disposition of

receiving and

treating guests

and strangers in a

warm, friendly,

generous way.

The word

hospitality derivesfrom the Latin

hospes, which is

formed from

hostis, which

originally meant

"to have power."

The meaning of"host" can be

literally read as

"lord of strangers."The relationship between guest and host, or the act or

practice of being hospitable. Specifically, this includes

the reception and entertainment of guests, visitors, or

strangers, conventions, attractions, special events, and

other services for travelers and tourists.


3/23

SOCIAL MEDIA

Websites and applications used for social networking

A group of Internet-based applications that build on

the ideological and technological foundations of Web2.0, and that allow the creation and exchange of

user-generated content." Social media are media for

social interaction, as a set of methods to enhance

social communication, using ubiquitously accessible

and scalable communication techniques. (AndreasKaplan and Michael Haenlein)
http://en.wikipedia.org/wiki/User-generated_content


4/23


5/23

TYPES OF SOCIAL MEDIA

Collaborative Projects (e.g. Wikipedia

)

Blogs and Microblogs (e.g. Twitter)

Content Communities (e.g.Youtube)

Social Networking Sites (e.g. Facebook)

Virtual Game Worlds (e.g. World of Warcraft)

Virtual Social Worlds (e.g. Second Life)
http://en.wikipedia.org/wiki/Wikipediahttp://en.wikipedia.org/wiki/Twitterhttp://en.wikipedia.org/wiki/Youtubehttp://en.wikipedia.org/wiki/Facebookhttp://en.wikipedia.org/wiki/World_of_Warcrafthttp://en.wikipedia.org/wiki/Second_Lifehttp://en.wikipedia.org/wiki/Second_Lifehttp://en.wikipedia.org/wiki/Second_Lifehttp://en.wikipedia.org/wiki/World_of_Warcrafthttp://en.wikipedia.org/wiki/World_of_Warcrafthttp://en.wikipedia.org/wiki/World_of_Warcrafthttp://en.wikipedia.org/wiki/Facebookhttp://en.wikipedia.org/wiki/Facebookhttp://en.wikipedia.org/wiki/Youtubehttp://en.wikipedia.org/wiki/Youtubehttp://en.wikipedia.org/wiki/Twitterhttp://en.wikipedia.org/wiki/Twitterhttp://en.wikipedia.org/wiki/Wikipediahttp://en.wikipedia.org/wiki/Wikipedia


6/23

TRADITIONAL VS. SOCIAL MEDIA

Traditional media such as newspapers,

television, radio, and magazines requires

significant financial resources and established

relationships to publish information or advertise.

Social media such as Facebook, Twitter, Blogs

and Youtube are relatively inexpensive and

accessible to enable anyone to publish or access

information. Businesses may even refer to social

media as consumer-generated media (CGM).
http://en.wikipedia.org/wiki/Consumer-generated_mediahttp://en.wikipedia.org/wiki/Television


7/23

SocialMedia

accounts

for oneout ofevery

sixminutes

spentonline

in theUS.

(Journalism.co.uk)
http://blogs.journalism.co.uk/editors/2011/06/16/comscore-social-media-accounts-for-one-out-of-every-six-minutes-spent-online-in-us/http://blogs.journalism.co.uk/editors/2011/06/16/comscore-social-media-accounts-for-one-out-of-every-six-minutes-spent-online-in-us/


8/23

HOW MANY PEOPLE USE SOCIAL MEDIA?

Linked In

100 million

users

Facebook

640 million

users

Twitter

175 million

users

Youtube

3 billion

daily views


9/23

WHO USES SOCIAL MEDIA?


10/23

59% of adult

Facebook

users had

"liked" abrand as of

April 2011.(eMarketer)

"Users say

they're more

likely to buy

if a business

answers theirquestions on

Twitter.(NYTimes.com)
http://www.emarketer.com/Article.aspx?R=1008444http://boss.blogs.nytimes.com/2011/06/06/this-week-in-small-business-is-the-sky-falling/http://boss.blogs.nytimes.com/2011/06/06/this-week-in-small-business-is-the-sky-falling/http://www.emarketer.com/Article.aspx?R=1008444


11/23

HOW SOCIAL MEDIA BENEFITS

Provide guests with

relevant information

upon request Obtain accurate

information about any

affiliate with the click

of a button Increased awareness

about what is going on

in Music City

Provide Concierge

with specific details

Post daily specials Customer reviews

Direct link to event

information, ticket

sales, website, etc. Contests & Giveaways

Key during emergency

situations i.e. flood

Concierge Members Affiliate Members


12/23


13/23

Nashville CVB - 23,198

Country Music Hall of Fame - 18,931

Gaylord Opryland Resort - 15,844

Hard Rock Caf - 11,662

Frist Center - 9,130

Sambuca - 8,647

The Hermitage Hotel - 5,160

Bound'ry - 4,369

Cabana - 4,369Sunset Grill - 4,107

Maggiano's - 1,477

Loew's Vanderbilt - 1,450

Sperry's Restaurant - 1,281

Hutton Hotel - 1,254

Puckett's Grocery - 1,027

Where Magazine - 961

Signature Limo - 832

Grand Avenue Limousines - 722

1808 Grille - 554

Ruth's Chris Steakhouse - 452Icon in the Gulch Condos - 413

Renaissance Hotel - 335

3rd & Church Healtcare - 269

Hilton Downtown - 228

Midtown Caf - 100

Homewood Suites Downtown - 44

Grayline - 29

Flemings Prime Steakhouse - 8

Getaway Media - 4

Dick's Last Resort NashvilleCourtyard by Marriott, Brentwood

Matchless Limo

Professional Server Training

Stockyard Restaurant

The Standard at Smith House

Adagio Massage Co. and Spa

MCCA HAS A TOTAL REACH OF NEARLY 150,000 CUSTOMERS


14/23

NASHVILLE CONVENTION & VISITORS BUREAU

23,157 FACEBOOK FANS

WWW.FACEBOOK.COM/NASHVILLEMUSICCITY

FACEBOOK

FAN PAGE

Always askquestions that

allow your

fans to

engage witheach other

and post

relevant

content that

benefits your

brand!
http://www.facebook.com/nashvillemusiccityhttp://www.facebook.com/nashvillemusiccityhttp://www.facebook.com/nashvillemusiccityhttp://www.facebook.com/nashvillemusiccityhttp://www.facebook.com/nashvillemusiccityhttp://www.facebook.com/nashvillemusiccityhttp://www.facebook.com/nashvillemusiccityhttp://www.facebook.com/nashvillemusiccityhttp://www.facebook.com/nashvillemusiccityhttp://www.facebook.com/nashvillemusiccityhttp://www.facebook.com/nashvillemusiccityhttp://www.facebook.com/nashvillemusiccityhttp://www.facebook.com/nashvillemusiccityhttp://www.facebook.com/nashvillemusiccity


15/23

TWITTER

When posting

informationabout special

events be sure

to include a

link so yourfollowers can

easily obtain

more details

and quicklybuy tickets!

COUNTRY MUSIC HALL OF FAME & MUSEUM

1362 TWEETS 10,437 FOLLOWERS

WWW.TWITTER.COM/COUNTRYMUSICHOF
http://twitter.com/countrymusichofhttp://twitter.com/countrymusichofhttp://twitter.com/countrymusichofhttp://twitter.com/countrymusichofhttp://twitter.com/countrymusichofhttp://twitter.com/countrymusichofhttp://twitter.com/countrymusichofhttp://twitter.com/countrymusichofhttp://twitter.com/countrymusichofhttp://twitter.com/countrymusichofhttp://twitter.com/countrymusichofhttp://twitter.com/countrymusichofhttp://twitter.com/countrymusichofhttp://twitter.com/countrymusichof


16/23

YOUTUBE

Videos can be

recorded by

anyone with a

cell phone so

let your fans

create contentraving about

the amazing

time they had

at your eventand post it on

YouTube!


17/23

FOURSQUARE

Attract newcustomers andkeep your bestones coming

back by offeringspecials such

as mobilecoupons, prizesor discounts

which arepresented to

users when theycheck in at or

near yourvenue!


18/23

GROUPON

Utilize sites

like Groupon,

LivingSocial,

and Crowd

Savings to

offer real-time

deals andcoupons that

attract

customers

exactly whenyou need them!


19/23

TRIPADVISOR

Be aware of

what yourcustomers &guests aresaying on

travel sitesand take timeto respond to

poor reviews!

"25% of hotels[are] still ignoring

social media."

(TravelClick)
http://www.prnewswire.com/news-releases/one-quarter-of-hotels-not-using-social-media-to-help-increase-occupancy-and-revenue-123740159.htmlhttp://www.prnewswire.com/news-releases/one-quarter-of-hotels-not-using-social-media-to-help-increase-occupancy-and-revenue-123740159.html


20/23

BLOG

An excellent

method toaccurately

share your

company's

expertise,

drive web

traffic, and

connect withpotential

customers!


21/23

NEXT STEP?

Now, its

time foryou

to get the

conversation

started withyour guests

& customers

about how

you can betterserve their

needs!


22/23

SPECIAL THANKS


23/23

Music Biz Takeout

www.musicbiztake

out.com

Like us -

facebook.com/musi

cbiztakeout

Follow us

@MusicBizTakeou

t

GET CONNECTED WITH

CHRISTINA SHEER W.

www.facebook.com/musicbiztakeout

@musicbiztakeout

www.musicbiztakeout.com

Christina Sheer W.

is available to speak

at your next event!

615-669-4628

[email protected]
http://www.musicbiztakeout.com/http://www.musicbiztakeout.com/http://www.facebook.com/musicbiztakeouthttp://www.musicbiztakeout.com/http://www.musicbiztakeout.com/http://www.facebook.com/musicbiztakeouthttp://www.facebook.com/musicbiztakeouthttp://www.musicbiztakeout.com/http://www.musicbiztakeout.com/

Documents

Christina Sheer's MCCA Presentation