How Hotels Serve Guests Through Social Networking

Can Hotels serve guests through Social Networking?


I will be provided here a series that will focus on how hotel can serve their guest through some of the most common Social Networks used by Hotel Guest. These strategies are principles that can be utilized in most Social Networks.

Your guests are sharing their stories faster and with a larger network then any Hotels previously have experienced.

The new media guest want to have full control of their experience.

This is why Hotels now need to move from Customer Service to Serving The Customer. What is the difference? you might ask.

Traditional Customer Service is based on expectations and requests. Anytime the guest experience a concern related to their expectations and requests they expect a Customer Service solution that handle this concern.

Serving The Customer is based on anticipations. Anticipation is going that extra mile to help your guests create extra ordinary stories they can share with their network.

Social Networking allows Hotels to really add in some valuable anticipation for their guest. You have the opportunity to discover guest values before – during and after their experience.


Twitter

Strategies for Hotels to Serve Social Network Guest with Twitter.

1. Listening


One of the most important aspect of becoming a great Social Networking Servant is to become a good listener. Take the time to identify guest needs by asking questions and concentrating on what the guest is really saying.

The best ways to listen on Twitter is to use the following tools;


Twitter Search

Learn how to use Twitter Search find information about your Hotel brand. Do a simple search on your username. If you only put in your username, this will include your own tweets and any time your username is mentioned in anyway. Try then do a search with @username this will narrow it down to anytime someone mention your username on Twitter. There are various search operators you can use to find the exact information you are looking for.

Google Alerts helps you keep track off relevant Google information based on your keywords. Again you want to include your Twitter username, your Hotel, your product, your market segment etc.

Lire la suite : http://aremorch.com/2011/10/25/how-hotels-serve-guests-through-social-networking/?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+hoteladvisor+(Are+Morch+-+Hotel+Advisor+and+Social+Media+Strategist)&utm_content=Netvibes

Source : Hotel advisor and social media strategist, by Are Morch