Editorial Board   Guest Author

Ms. Rubenstein

Arielle Rubenstein

Social Media Manager, Screen Pilot

Arielle Rubenstein is a dedicated specialist in social media marketing with a focus on paid media strategy, graphic design, and content development for hospitality and travel brands. She is an award-winning social strategist, most recently bringing home several Silver HSMAI Adrian Awards for brands including JW Marriott and Graduate Hotels.

Ms. Rubenstein manages the Social Media Marketing team at Screen Pilot which includes services such as paid advertising, reputation management, and organic social media efforts for Screen Pilot's clients ranging anywhere from boutique to luxury hotel and resort brands. For both domestic and international brands, social content strategy is Ms. Rubenstein's specialty. She is an avid traveler and lover of the outdoors.

Ms. Rubenstein joined the Screen Pilot team in 2016 and is a graduate of Colorado State University with a B.A. in History. Screen Pilot is a full-service digital marketing agency in Denver, Colorado. They develop custom, creative, and measurable marketing strategies for hospitality brands of all sizes, all around the world.

For more than a decade, Screen Pilot has helped hotel management teams drive direct bookings, reduce their dependence on OTAs, and exceed ownership's expectations.

Please visit http://www.screenpilot.com for more information.

Ms. Rubenstein can be contacted at +1 877-246-8747 or arubenstein@screenpilot.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.