Hotel Media: Upload More Value to Your Online Reputation

By Ann Manion President, Hotel Advantage | May 29, 2011

Upon searching the word "hotel" on YouTube, I got nearly 3 million results. That same effort on Flickr delivered over 6 million images. Some of your hotel's content is in that mix, which is a good thing. But just because your property uploaded a video to YouTube or posted images on Flickr doesn't mean you have a social media campaign that will grow your business.

Beautiful images and short, clever video segments help set guest expectations. Here are some action items you'll want to move on if you haven't already:

  • Get YouTube and Flickr Accounts

YouTube and Flickr are your friends and will help your hotel build a strong online visual reputation. Start a library of photos and videos for sharing. Once you've established a diverse collection of content, place widgets on your website and other marketing collateral to let guests know where they can find your content online.

  • Show the People and the Passion Behind Your Great Hotel

Who will be the subjects of your videos and images? Forget stock photography, that's cold and impersonal. Your customers are more interested in seeing and hearing from the real people that will shape their guest experience. Think about involving members of your team. Look around, you might have a James Beard award winning chef, a doorman that has been with you for more than 30 years, or an outstanding associate you want to show off. Spotlight your staff in your marketing collateral and social media campaigns. One thing's for sure, we've all got to get more comfortable being in front of the lens.

Choose a Social Network!

The social network you are looking for is not available.

Close

Hotel Newswire Headlines Feed  

Roberta Nedry
Kevin Wilhelmsen
Paolo Boni
Judith Jackson
Richard D. Hanks
James Gieselman
Steve Kiesner
Ken Hutcheson
Gayle Bulls Dixon
Bonnie Knutson
Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.