These days, hospitality and social media go hand in hand. When implemented effectively, social media not only keeps the buzz going about your brand, it also keeps guests coming back – to your «page» and your property – for more!
Who’s doing it right when it comes to social media marketing? Hotels of all sizes can learn from these brands and their innovative efforts:
Best Western’s travel blog, You Must be Trippin‘: Best Western shares updates to its travel blog on Facebook, so visitors stay up-to-speed on the latest goings on at Best Western hotels, events happening near their properties, and relevant travel industry news. They have also garnered a big following on Pinterest, Google+ and YouTube by promoting online campaigns that encourage user participation, such as «Be a Travel Hero” and “Travel Faceoff.”
Marriott Hotels & Resorts, Share, Like, Tweet, Repeat: The Marriott brand promotes this mantra over its social media channels to spur engagement and draw participation in its PlusPoints program, which allows travelers to earn points by interacting with the chain through Twitter, Facebook, Instagram and Foursquare. Marriott is also adept at monitoring and responding to social media «chatter.» It staffs an office in Omaha to audit all of the brand’s social media feeds and advises on-site hotel managers of complaints or potential issues within 30 minutes of sensitive posts.
Four Seasons, Pin.Pack.Go . This interactive program utilizes Pinterest to act as a virtual concierge. Guests connect with local experts over Pinterest to create personalized, collaborative «pinboards» to help plan and book their vacations.
Hilton Hotels & Resorts use of hashtags: Hilton’s social media is doing something right; the brand is the most-mentioned hotel chain on social media sites! This is due in part to engaging campaigns like #HiltonStory. For this promotion, the hotel chain offered up a chance for a two-night stay for travelers at its properties worldwide for sharing their Hilton vacation images on Twitter, Facebook or Instagram using the hashtag #HiltonStory. They also have a Twitter handle, @HiltonHelp, solely designated for addressing guest concerns and inquiries.
Loews Hotel Group’s social reservations. Guests have the ability to «tweet and book» their rooms by direct messaging the hotel on Twitter. A «live» staffer then follows up to confirm the reservation. These «social reservations» are helping the hotel chain to convert Twitter followers into guests.
Whether or not your hotel already has a well-established social media presence, «like» and «follow» innovative strategies like these to draw customers to your brand.
