• Guest Service / Customer Experience Mgmt
  • Practical Tips for Using Social Media to Drive Loyalty

  • Before the boom of social media, hotels could attract bookings based on brand, loyalty programs, location and price. Today, recommendations and reviews are driving more bookings that anything else. So how can savvy hoteliers drive sales and loyalty in this new era of user-generated content? This article will examine practical steps hotels can take to drive loyalty and describe how leading hoteliers are winning over guests on Twitter, Facebook and other social networks.

    Last week I returned from a vacation in Mexico and after unpacking my bags I logged into TripAdvisor and wrote a review of the 5-star boutique hotel where I stayed. I gave the hotel five stars and wrote about how beautiful the property is and how friendly and attentive the staff was. The day my review was posted I received a call from the General Manager of the property. He said he wanted to personally call me to thank me for writing such a nice review and he looked forward to welcoming me back to the hotel in the future. The entire call took less than a minute but I have mentioned it to at least fifteen friends and shared the story during a talk I just did ...


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Coming up in July 2018...

Hotel Spa: Oasis Unplugged

The driving force in current hotel spa trends is the effort to manage unprecedented levels of stress experienced by their clients. Feeling increasingly overwhelmed by demanding careers and technology overload, people are craving places where they can go to momentarily escape the rigors of their daily lives. As a result, spas are positioning themselves as oases of unplugged human connection, where mindfulness and contemplation activities are becoming increasingly important. One leading hotel spa offers their clients the option to experience their treatments in total silence - no music, no talking, and no advice from the therapist - just pure unadulterated silence. Another leading hotel spa is working with a reputable medical clinic to develop a “digital detox” initiative, in which clients will be encouraged to unplug from their devices and engage in mindfulness activities to alleviate the stresses of excessive technology use. Similarly, other spas are counseling clients to resist allowing technology to monopolize their lives, and to engage in meditation and gratitude exercises in its place. The goal is to provide clients with a warm, inviting and tranquil sanctuary from the outside world, in addition to also providing genuine solutions for better sleep, proper nutrition, stress management and natural self-care. To accomplish this, some spas are incorporating a variety of new approaches - cryotherapy, Himalayan salt therapy and ayurveda treatments are becoming increasingly popular. Other spas are growing their own herbs and performing their treatments in lush outdoor gardens. Some spa therapists are being trained to assess a client's individual movement patterns to determine the most beneficial treatment specifically for them. The July issue of the Hotel Business Review will report on these trends and developments and examine how some hotel spas are integrating them into their operations.