Date post: | 21-Jan-2015 |
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LondonCalling.co
The global front deskLeveraging the power of social media before,
during and beyond a simple room night
Andrew Grill - Great Hotels of the World Organisation Annual ConferenceLondon, November 2010
LondonCalling.co
Social media is just like real life!
LondonCalling.co
Marketing sets the expectation, marketing creates demand, marketing helps a
consumer differentiate why one choice is better than another.
Operations delivers.
Any gap between the two drives a conversation on the social Web.
Dave Evans http://lc.tl/gap
LondonCalling.co
Why social media?
• Two way medium
• Instant feedback
• Promotes sharing of ideas and information
• Complements everything you are currently doing
• Relatively simple to establish a presence
• Your competitors are already doing it
LondonCalling.co
LondonCalling.co
Things to consider
• Social media is noisy
• Social media is demanding
• Social media is unforgiving
• Social media is not a replacement for marketing
• Social media is the best word of mouth you cannot buy
• Social media helps extend your message before, during & after a room night
LondonCalling.co
Before
• Use social media before a guest considers a stay
• Promote property offers and events & things in the area
• Find others that talk about your particular niche
• Publish property photos on more sites than just your own
• Encourage previous guests to recommend via social media
• Provide an additional channel for questions
LondonCalling.co
During
LondonCalling.co
LondonCalling.co
LondonCalling.co
Some great examples already
LondonCalling.co
LondonCalling.co
LondonCalling.co
http://chmuk.com/pics
LondonCalling.co
After
• Ask your guest’s permission to store their twitter name
• @name thank them for staying publicly – they will return the favour
• Offer an incentive to promote your property
• Make it easy for guests to promote/share/like your property
• Watch for their tweets – they may be talking to you!
LondonCalling.co
Promote your own & local events
LondonCalling.co
One to watch - Foursquarehttp://foursquare.com
LondonCalling.co
When do people visit my property?
LondonCalling.co
What should I do next?
• Claim your brand on twitter & Facebook
• Identify who is going to monitor and maintain
• Arm the team with tools to contribute also
• Put our social media credentials on your web front door
• Grab a short URL version of your brand
• Start tweeting and following
• Leverage your property presence on social media
LondonCalling.co
Monitor social media
http://lc.tl/vt
LondonCalling.co
@AndrewGrillContact via http://lc.tl/c+44 788 198 6694