Hotels and the Hospitality industry as a whole has undergone some changes due to the rise and growth of social media. The industry has largely been changing because of social media with the advantage and disadvantage of unfiltered feedback. If a customer experienced a bad stay…watch out. We live in a world where an individual could make a large problem for an industry who aims to please.
People now go straight to various social sites to find good deals, customer reviews and more. Hotels have no choice but to go full speed ahead with integrating social media into their marketing efforts. Customers use their “voice” (more like a bull horn) when dealing with this industry and can be brutally honest. There are thousands of reviews to be read and hotels must listen… in order to provide the best service possible. If there are reviews out there… it is safe to say that other customers are probably reading them. Through the use of social media hotels can now focus their efforts by reading online reviews through Facebook and Twitter versus searching all over the web.
Facebook and Twitter are also great ways to drive users to the hotel’s website. Usually potential customers are new to your brand name and can be beneficial when measuring social media success. Also, hotels can set themselves apart by showing expertise (knowledge capital). Consider setting up a blog that details trips and activities to do near or at the hotel. Customers go where they feel secure.
When it comes to the dreaded negative comment… Social Media allows hotels to act quickly and be responsive. Instead of deleting negative reviews… highlight the positive ones. After reading the first 10 positive reviews people tend to quit reading the rest anyway. Another benefit for hotels is the ability to keep tabs on what their competitor is doing. Essentially, social media has given the Hospitality industry more value when marketing their services. Instead of people questioning where to stay, hotels can now market effectively with its other sites backing up its claims.
Jenibelle
Hey, good to find soeomne who agrees with me. GMTA.
pittsburgh prostate
Since the day Facebook was created, i think industries are changing and getting engage in social media sites since it gives them more ability to reach out to their customers and make a sale.
Dilip Sanchez
I completely agree with what you have written. However, is social media able to make guest happy at their particular time of stay? I work in the hospitality industry and in my view, I feel that when guests are unhappy with the services of the hotel, they leave unhappy and very likely for the hotel's brand name to be damaged over social media. It's very important to make sure guests leave the hotel as happy as possible and correct any wrong doing on site if possible before they leave. For our hotel we found a good tool that allows the guest to leave a comment (Speak into a phone or use in room phones) and for us to directly respond to that. It all goes into a database and we can analyze feedback given on site. The tool is called ECO hospitality and i noticed more positive reviews from guests after using this particular tool.
nicole shaaz
Hi Dilip, i myself am from the hotel industry and i understand what you are saying and it really makes sense. I mean Social Media is often used for data collection and monitoring but very few comments and feedback on social media actually get acted on by most hotels. I also came across that tool u are referring to but i believed its called Geteco and i even looked at the website. Pretty unique and innovative if the hotel industry can use such a tool for their hotels and start listening to their guests better.