Social Media Management for Hotels"The mobile device is the most personal

technology we own. Mobile engagement is no longer an option; it's a must-have. This is the future of how we can better serve travelers”

How can hotels use social to improve guests’ experience ?

ENGAGEPROMOTEPERSONALIZEREWARD

What should hotels do :

Display User-Generated Content on Screens

Hotels should display screens throughout lobbies in order to enable guests to share their photos directly from the hotel and get new guests excited

What should hotels do :

Create a social wall in the lobby

A social wall of all your guests around the world checking into your hotels, sharing beautiful photos, that will be sure to excite new customers checking in.

What should hotels do :

Increase Conversions on Websites with Authentic Social Content

Potential guests are not only researching online before they book, but are also heavily influenced by reviews and recommendations.

Increase in conversions leverages authentic, genuine content directly from previous customers.

Potential customers respect authenticity and transparency.

What should hotels do :

Inspire Onsite Event Engagement

Increasing social engagement and conversions, social walls can help hotels generate direct revenue

Increase in conversions leverages authentic, genuine content directly from previous customers.

Potential customers respect authenticity and transparency.

What should hotels do :

Tweet & Book

-Launch its social reservation system. How does it work? Twitter users can book rooms directly and then have a secure chat conversation with a live agent. …..

-Interact directly with the customers

Social CRM:

Why is it important ?-Because hotels need to understand their customers in order to deliver the best services at the right moment

-Personalization enhances guest’ satisfaction

-User’s comments about a hotel tend to be a good reflection of the quality of the products and services that an establishment offers. Therefore, it is essential to know how to answer both positive and negative reviews in the correct …

What results from hotel's use of guest information used in social

media?:

PROS

-Collecting personal data to provide expected services-Be pro active-Customer feels more confident

Cons -Confidentiality-Don’t be disruptive-Make sure the information is always up to date

… It is just the beginning