Mining Social Media is More Than a Marketing Activity

By Ashish Gambhir Co-founder , newBrandAnalytics | May 08, 2011

There is no denying that the explosion of social media has forever changed the hospitality industry. Guests are increasingly tweeting, posting, texting, emailing, communicating, and commenting on the hotel guest experience - both the good and not-so-good. In today's online world, one bad guest experience can be shared easily and broadcast to thousands of prospective and existing customers, magnifying its effect in minutes. As Jeff Bezos is quoted as saying, "Make a customer unhappy in the real world, they might tell six friends. Make a customer unhappy on the Internet, they can each tell 6,000 friends."

With more travelers turning to the web for travel advice, it's no wonder hotels are paying close attention to this channel. In a recent survey analyzing consumer behavior, Travelzoo found that 81% of travelers turned to hotel review sites to help with their decision making. Eighty-one percent! Half of those polled said online reviews from previous guests are the most influential. TripAdvisor puts that number a bit higher, stating recently that 87% of travelers read reviews when planning their next trip

Rather than fearing the transparency inherent in social media, most hotels have come to understand the opportunities consumer generated content online has afforded them. Since social media is a platform for the customer's voice - and that voice can be heard by anyone in the world - the hospitality industry as a whole has embraced social media in a huge way.

It is natural and correct to assume that social media is a marketing-based opportunity. According to the white paper from HSMAI, "Best Practice for Maximizing Your Hotel's Online Revenue and ROI," nearly 70% of US hoteliers responding to the April 2010 study reported online was the marketing channel with the greatest return on investment, and the majority are using a variety of online channels to reach potential customers, including 60% who have implemented a social media marketing strategy.

Clearly, there is great value in using social media to promote and market hotels. There is, however, another use of social media which is apt to prove to be more powerful over the long term: listening to the voice of the customer by data mining online feedback. With sites becoming more social, relevance is rapidly becoming the key to readership --- i.e. the more interesting and insightful you are, the more followers you get and the more influential you become in your community (and the farther your comments reach). Guests are talking about ambiance, front desk, check in, check out, room comfort, F&B, and several more topics with great detail. As such, the evolution and richness of the data hotels are able to mine has transformed what was once "brand conception feedback" into true "guest satisfaction feedback."

Marketers have a possible unlimited wealth of information that is consistently handed right to them. The behavioral observations and personal preferences mined via social media are invaluable from a business perspective. Successful hoteliers understand that unfiltered guest satisfaction feedback tells you:

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Coming up in March 2019...

Human Resources: An Era of Transition

Traditionally, the human resource department administers five key areas within a hotel operation - compliance, compensation and benefits, organizational dynamics, selection and retention, and training and development. However, HR professionals are also presently involved in culture-building activities, as well as implementing new employee on-boarding practices and engagement initiatives. As a result, HR professionals have been elevated to senior leadership status, creating value and profit within their organization. Still, they continue to face some intractable issues, including a shrinking talent pool and the need to recruit top-notch employees who are empowered to provide outstanding customer service. In order to attract top-tier talent, one option is to take advantage of recruitment opportunities offered through colleges and universities, especially if they have a hospitality major. This pool of prospective employees is likely to be better educated and more enthusiastic than walk-in hires. Also, once hired, there could be additional training and development opportunities that stem from an association with a college or university. Continuing education courses, business conferences, seminars and online instruction - all can be a valuable source of employee development opportunities. In addition to meeting recruitment demands in the present, HR professionals must also be forward-thinking, anticipating the skills that will be needed in the future to meet guest expectations. One such skill that is becoming increasingly valued is “resilience”, the ability to “go with the flow” and not become overwhelmed by the disruptive influences  of change and reinvention. In an era of transition—new technologies, expanding markets, consolidation of brands and businesses, and modifications in people's values and lifestyles - the capacity to remain flexible, nimble and resilient is a valuable skill to possess. The March Hotel Business Review will examine some of the strategies that HR professionals are employing to ensure that their hotel operations continue to thrive.