Social media is more than just a marketing tool for hotels. It can also help you build trust, loyalty, and credibility with your guests and potential customers. In this article, you will learn how to use social media to boost your hotel's online reputation and stand out from the competition.
Your online reputation is the sum of all the opinions, feedback, and ratings that people have about your hotel on the internet. It can influence your brand image, your revenue, and your customer satisfaction. A positive online reputation can attract more bookings, referrals, and repeat guests, while a negative one can damage your reputation and drive away customers.
Online reputation is the visible part of an iceberg. The strongest is the invisible part, the longest the visible part will shine. What makes the invisible part strong? A good product, a good service, trained staff and a deep respect of customers. Some are trying to paint the visible part and make it nicer than what it is. But at one point, the sea air will disintegrate the paint and show the truth behind it.
Strategically leveraging social media platforms allows us to significantly bolster our hotel's online reputation by actively engaging with guests, sharing their positive experiences, and employing visually captivating content to showcase our amenities. We incentivize and encourage user-generated content, run engaging contests, and collaborate with influencers to extend our reach and credibility. Moreover, by providing valuable information, addressing reviews professionally, and fostering collaborations with local businesses, we maintain a consistent and positive online presence that resonates with our audience
Social media can be a powerful tool for improving your hotel's online reputation. You can showcase features, amenities and services with photos, videos and stories. Additionally, you can engage with your audience and build relationships by responding to comments, questions, and reviews
Our virtual reputation has practically become the 'newspaper of the day'. It is so important to connect with your audience, but in a more human and even empathetic way, without so many repetitions of paragraphs or seeming to respond and attend to a script or AI, the more you humanize your pages, more credibility, humanity, followers and therefore more sales you will have ??
Social media can be a powerful tool for boosting your hotel's online reputation. Through platforms like Twitter, Facebook, Instagram, and even YouTube, you can reach a wide variety of potential customers and engage them in meaningful conversations. By providing helpful tips and advice, responding to customer inquiries, and even offering promotions, you can create a positive impression of your hotel and gain more visibility online. Additionally, encouraging customers to leave reviews on your social media pages or on third-party review sites will not only increase your online presence but also help you build a strong reputation and establish trust among potential guests.
Social media can be a powerful tool for improving your hotel's online reputation. You can showcase features, amenities, and services with photos, videos, and stories. Additionally, you can engage with your audience and build relationships by responding to comments, questions, and reviews. You can also create polls, quizzes, and contests to encourage interaction and feedback. Furthermore, you can use tools such as Google Alerts, Hootsuite, and ReviewTrackers to monitor and manage your online reputation. Social listening is another great way to identify trends, issues, and opportunities for improvement.
Use it to craft experiences that resonate with your choose market segment. Actionable Insight: 1. Create stories / reels of actual amazing experiences your guests had. Take a great review, a compliment, a thank you email, a guest satisfaction card and make it come alive. 2. Create stories / reels of experiences you are thinking of deploying. Ideation stage. It is much cheaper to make these videos, test your idea, than creating the experience, training your entire team, selling & marketing it to only then realise it does not resonate. If you get a ton of likes and shares, bring it to life!
To make the most of social media for your online reputation, you should follow some best practices. Consider focusing on the platforms that your target audience uses and where you can showcase your hotel best, such as Instagram and Pinterest for visual content, and Facebook and Twitter for engagement and customer service. Additionally, create a consistent and authentic voice that matches your hotel's brand identity and values. Be honest and transparent with your audience, and avoid misleading or exaggerated claims. Have a content calendar that outlines what, when, and how often you will post on each platform. Vary your content types and topics, making sure they are relevant to your audience. Use analytics to measure the performance and impact of your posts, adjusting your strategy accordingly. Reviews are an important factor for your online reputation, so you should encourage guests to leave reviews on social media and other platforms, thanking them for their feedback. It's also important to respond to both positive and negative reviews, demonstrating that you care about your guests' experiences and opinions.
It's not too hard. Put yourself in the position of a potential guest. What do they really want and how do you find them online. Find points that answers their needs and find a unique way to convey your very fundamental message. Solve their comforts and logistics! This is a sensitivity analysis based upon your own property USP's. Talk to the right channels with your well thought out message.
Effective social media management involves selecting the right platforms for your business, understanding your audience, and consistently delivering high-quality content. Engage with your followers, respond to comments, and use data analytics to refine your strategy. Encourage user-generated content, build a sense of community, and be prepared to handle any negative feedback professionally. Remember that success on social media takes time and ongoing learning to adapt to ever-changing trends and technologies
This is much easier done for resorts, but here goes. Evoke the feeling you want them to have when they are in your property. Can your social media make them 'feel' what it would be like? That should be your aim.
Social media can be a powerful tool for your online reputation, but it can backfire if you make some common mistakes. Ignoring or deleting negative feedback, arguing or being defensive, and spamming or over-promoting are all pitfalls to avoid. Acknowledging the problem, apologizing, and offering a solution or compensation is the best way to handle negative feedback. It's also important to be polite, respectful, and empathetic when responding to guests on social media, and try to resolve the issue offline if possible. Lastly, don't use social media as a one-way channel to push your promotions and offers; instead, provide value for your audience by balancing promotional content with educational, entertaining, and engaging content.
Effective social media management involves avoiding common pitfalls such as ignoring negative feedback, being defensive, or over-promoting. Instead, address issues professionally, engage with your audience, and provide valuable, personalized content. Monitor trends and analytics, learn from mistakes, and prioritize user privacy to maintain a positive online reputation
The biggest mistake to avoid is being to sales focused. You have to build you audience before you sell to them. Unless you are beating your competitors on social media, your focus should be on gaining more followers through creating great content. Constant sales promotions on social media can devalue your brand and drive away followers.
To inspire you, here are some examples of hotels that are using social media effectively to boost their online reputation. The Ritz-Carlton, for instance, uses social media to showcase its exceptional service and guest stories, as well as having a dedicated Twitter account for customer service. Marriott Hotels, on the other hand, creates engaging and interactive content for its audience and leverages user-generated content and influencer marketing. Finally, Kimpton Hotels utilizes social media to highlight its unique personality and culture, engaging its audience through humor, contests, and social causes.
The Mexican resort of Azulik has the world's most followed hotel Instagram channel. They work very closely with many social media influencers to showcase their stunning design. A majority of the content they share on social media was created by influencers who stayed with them. So these influencers promote them and then also provide them with the content for their social channels. A double benefit. They are selective with choosing influencers who have a similar look and feel to the one they wish to project.
Story telling has become one of the most powerful tools to generate interest and engagement. First you identify your USPs of the hotel and put them into context with your destination. Ultimately you create destination within the destination. The stories should center around emotional keywords like the enjoyment of sharing and giving. We created an ecological vision and mission to provide hospitality in harmony with nature. Reducing electrical, gas and water consumption. Reusing or repurposing waste. Starting a kitchen garden and replant what you use.
Although it’s been sometime since working for a Hilton hotel in SF, I prefer to keep my accolades closer to the vest… than others that are strongly inclined to burnish the facts on hand. With our guests pre-approval, I might project and promote our high-lighted Guest Commendations, nothing in my business sense says, you’ve tried the rest, now try the best, our guests have told us so… where proud to have you also know.