In the back house of many hotels, discussion of social media interaction often turns to questions of ROI and staffing. While ROI should drive decisions in marketing, there is also a strong case to be made for using social media to drive community. As hoteliers, how do we focus on the common characteristics and interests of our social media community? Any discussion of success in the social media space should also focus on ways to [...]

Many independent hotels struggle with who should have the responsibility to respond to reviews. Many properties meet this need with the most obvious person, the General Manager. This is often the right choice since the GM should be on top of what guests love and hate at the property, but as the task becomes more time intensive due to the increasing popularity of posting reviews, is this the best approach? First, it is good to [...]

We've all been there before. As the resident social media, public relations, guest services or reputation manager for your respective hotel, there is a requisite, time-sensitive (and time-consuming) responsibility to address and respond to the majority of consumer reviews that come flooding in about your property. In most cases, this process demands first scanning the review for specific feedback to address, then liaising with your operations team to clarify any additional feedback to include in [...]

While hotels know the benefits of social media engagement, with limited time and resources it is best to have a focused approach to your engagement choices. By the numbers, Facebook and Twitter are the obvious leaders in social media participation but there are a few surprises when you consider which social channel deserves more time and attention. Should hotels focus more on Facebook or Twitter?

During the holiday season, there is a host of hotels, resorts and restaurants running holiday programs and promotions for their guests. While many of these properties have chosen to stick to offering holiday packages bookable through the traditional online channels (e.g. OTAs and direct) there are some hotels that have taken the holiday season guest experience promotion to the next level by integrating multiple social media components into their distribution strategy. One Revinate client, Destination [...]