Guest engagement is a long unsolved puzzle for many hoteliers, and like shifting sand, the options to engage potential guests and stay connected with old ones keeps changing. No hotel can afford to rely only on conventional advertising and so, need to seriously consider social media options like Facebook, Twitter, YouTube, Social Bookmarking, document and picture sharing sites, Pintrest and the like.These social media platforms are cost effective as they are free and allow a hotel property to boast of their fantastic assets and facilities. These platforms allow hotels to actively seek, feedback and recommendations from their guests.
Talking to guests’ helps hotels increase accessibility and market reach, as lots of guests begin planning a holiday or business trip by seeking advice on social media channels. An online survey shows that 29% of travelers seek information from Search Engine Marketing (SEM), 28% seeking information from email marketing and 20% get their information from social media marketing before booking a stay.
Large hotel chains that have effectively used guest engagement find this a cost effective means of increasing room booking and revenue. Social media also allows hotels to express themselves in a personalized manner, communicate one-on-one by answering queries, build their reputation and have a warm engagement with a probable guest. One of the well-known examples on the effective use of social media is ITC Hotels. Below is a screen shot on how they engage with guests on Twitter.
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