Online Session Human to Human in the

Hospitality Industry

Blais TiffanyMBA2B

Hotel Le Six **** In Paris

• Situated in Paris• A 4-stars hotel• They try to keep in touch with their customers to

develop customer loyalty• Very beautiful hotel with a SPA

Customers can find the hotel in different social medias as:

-Blogger.com- Facebook- Twitter- Flickr- Youtube- Foursquare- Trip Advisor

Foursquare

• Beautiful pictures which represent beautiffuly the hotel

• All the important information are present

• You can find it easily thanks to a map

Blogger.com

• They post every 3 or 4 days informations concerning the hotel

• They keep in touch with customers to inform them about promotions or events in the hotel

• Lots of pictures• There is no comment on

each article• H2H seems to be not

provided by this channel

Trip Advisor• Trip Adivsor encourages

customers to book this hotel by giving informations about it

• Managers reply both negative and positive comments

• Regular feedback from customers

• They are well positionned on this channel

• There is a kind of human relationship thanks to Trips Advisor

Facebook

• The facebook page is quite attractive with a lot of pictures

• They have more than 10000 followers

• They post article every day about different topic

• They are very present on this social media and have an efficient H2H communication

Twitter

• All the tweets are published by the hotel itself

• The goal seems to be communicating about promotions and events and also do promotion for places that the hotel like

• H2H seems to be not provided by this channel

Youtube

• There is only one video on this channel

• The video was posted 2 years ago

• They can communicate more efficiently through this channel

Flickr

• There is a lot of picture which represents very well the hotel

• This page is very well design and is attractive for customers

• Customers can have a good idea of the ambiance and can discover the hotel

Advices to be more H2H

• The hotel is present on different social medias but sometimes it is not weel-developped to maximize the communication.

• Twitter: Show interests toward the customers and not toward the hotel. Encourage people to tweet

• Youtube: Posting more videos to communicate more by this channel. Encourage customers to discover the hotel and exchange reviews with the hotel. Be more active by publishing recent videos

• Trip Advisor: Nothing to improve. The communcation opportunities are present. The hotel reply to positive and negative comments. They encourages customers to book directly on their website.

• Facebook: It is maybe the easier network to develop communication and sharing. They share a lot of article to promote places that they like. I advice to share other things than promotions or restaurants, but find a way to develop a « real facebook langage » to improve the communication. Look for some games or test to learn information about customers.

Thank You Very Much !!