For a hotel the use of social media as an important communication and marketing tool can be a major influence in targeting customers and generating revenue.
Where previously a hotel would have communicated with its customers through advertising, direct marketing and telephone calls, today they are able to manage their use of social media and communicate through multiple channels across the social web.
Some of the methods in which a hotel can take advantage of social media include:
The concierge service
One way in which hotels can adopt social media is through an online concierge service. Providing the concierge desk with access to social media channels such as Twitter or Face ensures that they are available to answer customers’ enquiries directly through these forms of media.
Interacting with customers through Twitter and Facebook will improve a hotels relationship with its customers. It is also the media that your customers are most likely to complain about the service they receive. With careful management of social media it is possible to successfully recover a previously dissatisfied customer as well as solving problems for customers as they arise.
Traditionally if a hotel wasn’t booked to capacity for any given night there was little they could do about filling the vacant rooms at the last minute. The only recourse was to use traditional forms of advertising, usually at great expense for the return, in order to offer discounted prices for the periods when they expected to be quieter and hope that this would be enough to carry them through. The use of social media marketing not only enables hotels to target their discounts to potential customers at minimal cost but it also enables the hotel to offer last-minute special deals for unbooked rooms.
The corporate hotel chains can afford to employ an in-house team to manage their social media presence but what about the smaller companies, franchisees and individual proprietor run hotels? That’s where the services of a dedicated social media manager can prove useful in overseeing your day-to-day social media efforts.
Joolozu is a dedicated social media management company offering a range of solutions to suit your budget. We can manage your social media profiles across a range of social networks, working with you to establish your identifiable social brand and voice through engaging content. We can monitor what others are saying to you or about you online, and responding or creating conversations around your brand. If you would like a free-no-obligation quote to see how Joolozu can help your hotel then feel free to get in touch.