The social media in the hotel industry is fascinating to me. Unlike many modern industries, most of what a hotel does needs to happen offline. It’s hard to deliver room service or fluff pillows on a computer. But their are plenty of other ways to improve service, connect and engage with customers using social media. Top hotel chains such as Marriott are doing exceptionally well on Facebook, Twitter and blogs. This prestigious hotel chain incorporates social media marketing into its online efforts quite nicely and has done a fantastic job of incorporating various social media options in their new and improved website. The Mandarin Oriental demonstrates their strong Twitter and Facebook expertise by helping guests attain tourist information in unique and creative ways. For example, they offer interesting facts and historical information to the Hong Kong guests for the Chinese New Year and other opportune Chinese holidays. Fourseasons is also on the cutting-edge of social media by building brand loyalty with the help of its growing Facebook and Twitter presence.
The InterContinental Hotels Group (IHG) is the largest hotel company in the world by number of rooms and no hotel focused blog would be complete without mentioning them. They operate seven hotel brands. Some of their brands and social media platforms that stand out to me are Holiday Inn on Facebook and Twitter; Staybridge on Facebook and Twitter; InterContinental on Facebook and Twitter; Crowne Plaza on Facebook and Twitter; Hotel Indigo on Facebook, Twitter and Pinterest; and Candlewood Suites. One of the things that stands out is that every brand has a different set of unique features, a different target guest and mindset and you can tell their social media engagement takes these into account. They do an excellent job of being very human and conversational in their engagement that focuses on building relationships and that results in higher brand awareness. Social media is stating to make numerous advances in this industry and I can’t wait to see what happens next.
Picture Credit: Mashable