Editorial Board   

Ms. Harralson

Joanna Harralson

Vice President Operations, The Insight Group International

During her 10 years with The Insight Group, Joanna Harralson, Vice President Operations, has visited more than 500 hotel and resort properties, internationally, as a group trainer/evaluator, director of field operations, client liaison to management companies and provider of intensive training to the company's newly hired investigative agents. Ms. Harralson uses her extensive knowledge and insights, plus her expertise in the area of evaluating employee cash handling integrity (gained by working closely with all aspects of The Insight Group) to help drive the company's stated goal of being the premiere hospitality spotting agency in the industry. Prior to joining The Insight Group, Ms. Harralson rose through the ranks and received hands-on training, as an employee in hotels, as front desk clerk, server, bartender, concierge, auditor and sales and marketing specialist.

Ms. Harralson can be contacted at (562) 694-3250 or jharralson@theinsightgroup.com

Coming up in February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.