How to Win Friends and Influence People on Twitter

By Tema Frank CEO, Frank Reactions | June 01, 2014

I shouldn't admit this online, but I don't really like Twitter. When you've written entire books, as I have, and been blogging for a decade, it is awfully hard to restrict yourself to Twitter's limit of 140 characters. It's even worse than that, because you have to leave room for people to share your Tweet and to include hashtags (don't worry – I'm about to explain what that means if you aren't familiar with the lingo). So really you are looking at a maximum of 120 characters. To give you an idea of how little that is, this sentence, which I've made a bit longer for you, has got 119 characters.

As frustrating as I find it, though, I use it, and you should too. Why?

1. It has become an important marketing and sales tool.

2. You can use it to head off complaints and improve customer service.

A Brief Introduction to Twitter

If you are already familiar with Twitter just skip to the next section. But otherwise, here's some of the jargon you need to know.

Twitter Handle – Your twitter handle is the name you use on Twitter, preceded with an @ symbol. Mine, for example, is @temafrank. Some hotels, even chains, use one Twitter handle for all of them, while others spread it out. Four Seasons, for example, has a main account, but then separate handles for each of its hotels so they can tweet things relevant to their specific property and region.

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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.