Learn How to Grow Your Fan Base on Social Networking Sites

By Ryan Bifulco Founder & CEO, Travel Spike | July 24, 2011

Everybody likes to be popular. Whether it is having lots of friends in high school or going to a bar "where everyone knows your name," we all like to feel a part of something larger. That is really what social networking is all about. You want to be a part of a group with common interests or a community that shares like ideas.

The same sentiments above apply to hotel marketing principles. Everything that your hotel does on Facebook or Twitter needs to play into this paradigm which centers on the connections within the community. As a result, make sure your property remembers these principles as you attempt to stand out on Facebook and Twitter. Understand that users are not logging on to Facebook to learn about your hotel's breakfast package (Though we all know your Eggs Benedict are fantastic!) Most of them do not care. What does excite them is content related to their interests. Users like to create relationships with brands and with other users on social networking sites. Many of them are actually trying to "network" and grow professionally. Users want to rub elbows online with industry heavy hitters and with other social networkers that can help with this growth. Fans and followers also enjoy chatting online about a certain passion or hobby whether it is the Chicago Bears or fly-fishing.

So, what do you, as an hotelier, need to do? Offer value and don't just post about your own hotel all-day long. That adds absolutely nothing to the social networking community. Let's not forget that social networking is also a two-way communication platform meaning you must interact and engage with your fans if you want to keep them. You should not treat your fans simply as new customers similar to how you view a web visitor. Instead you (yes you, the hotel) need to connect with them as equals and maintain conversations with them.

Your hotel can pose questions to your fan base to help get the conversation started. You can also answer questions that your fans post to your hotel Facebook or Twitter page. If your hotel is a true resource, you are much more likely to be recommended to friends. This concept might include posting local event information or tips for traveling in your community. Your hotel might post expert advice on a certain topic. For example instead of saying "We have a spa with amazing treatments". You might say "Did you know that 75% of people that get a massage once a month live longer". This nugget or tip is something that users will retweet or comment on.

The main idea here is to NOT just sell like a used car salesman. Just by offering advice and positioning yourself as a resource with real tips, you will be way ahead of the game. Users gravitate toward people that add value without simply selling constantly.

One of your main goals should be to get retweeted so that you can gain exposure beyond your own fan base. Tweets that are a bit less than the maximum 140 characters have a much greater chance of getting retweeted. So whatever you have to say, say it quickly to increase your hotel's exposure.

Choose a Social Network!

The social network you are looking for is not available.


Hotel Newswire Headlines Feed  

Steven Belmonte
Jason Ferrara
Debi Scholar
Michele Walters
Junvi Ola
Louis D'Amore
Deborah Forrest
Holly Stiel
Kelly McGuire
Roger G. Hill
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.