Using Social Media to Increase Your Hotel's Guests
By Gini Dietrich Founder & CEO, Arment Dietrich Inc. | June 2012
With all the talk of Twitter, Facebook, LinkedIn, YouTube, Flickr, the downfall of most newspapers, and a down economy, it's no wonder hotels are looking for new and interesting ways to engage with and attract more guests.
A great example of how hotels are using social media in a down economy comes from Maya Meinert on BNET.com. She says: "When a friend of mine, who keeps a blog that covers restaurants, told the Twitterverse how she had a sub-par happy hour experience at Hyatt's Andaz hotel in Los Angeles, the hotel (whose Twitter handle is @andazweho) offered her a free meal at its restaurant. Andaz says it also made sure to correct my friend's grievance - that her party wasn't served enough bar food. How's that for customer service, social media-style? And not only are hotels using Twitter to interact directly with its guests, they're also using the platform to generate general interest by giving away free stays and other goodies."
What is social media?
Let's start at the beginning. Social media is a shift in how people discover, read, and share news, in**formation, and content. It is a great way to test your messages, spur conversation, hear what your guests are saying, get your audience engaged, and meet future guests.
Social media, and highly engaged consumers, have turned traditional marketing on its head. Not only are consumers actively seeking information in these channels, if you don't pay attention to them, all your hard work in traditional channels can quickly be undone.
And...93 percent of Americans expect the companies they do business with to have a social media presence - and that includes hotels.