Implementation of social media in hotels

PREVOST TyphaineBENINTENDI LorineMBA 2A

Ms CRAIG

Flip.to The Flip.to goal is to boost brand awareness of companies and permit them to earn new potential guest with Online Reputation Marketing.

It tries to create an intelligent coordination between hotels booking engine websites and social media customers posts and connexions (with the agreement of the customers).

CheckMateCheckMate is a platform dedicated to online check-in. It permits to hotels customers to book rooms via a personalized mobile application. It enhances communication and personalized service to customers.

AIrBnB AIrBnB : personalized small attention that make customers feel special. Offering personalized services.

MarriottMarriott is using the application Snapchat to reach young travelers and interact with them in a creative, recreational way.

How can hotels use social media to improve guests’ experience?

Get one night free with breakfast included for having more than 10 000 followers on social media: 1888 Hotel in Australia

Creation of hangouts on Google + to drive engagement and create interaction with customers: The chocolate Company Cadburry

Generate more online bookings with guest photos and a call to action: Moxy Hotel Milano with the guestbook

Display user-generated content on screens: Building up of social walls on a centrally located display screen throughout lobbies or guest rooms to promote their guests’ photos/tweets: Four Seasons Dallas utilized social walls in their lobby for their 4th of July festivities and saw enormous engagement

Should a hotel use UGC in various social media in the hotel's social media?

Yes, definitely. Generations are evolving and everything is happening on social media. Companies have to be visible on social media and manage their reputation and the way they are approaching customers. So it is a great advantage to use User Generated Content to know what are customers’ expectations, what they like and what they want to experience

However it has to be done under certain conditions as privacy is an obstacle to such initiative.

What issues/problems result from hotel's use of guest information used in social media?

Issues:

Violation of privacy Feeling to be tracked Leads to false information Whether too much or not enough information Inappropriate for culture Creepy factor

Advantages:

To get detailed information on guests’ profiles: what they like and dislike

To drive loyalty To fulfil their needs and expectations To exceed their expectations To customize services of the company