In the travel industry, hotels and resorts play an integral role in the overall tourism experience when travellers are visiting a destination. However, many hotels provide a highly isolated experience at the moment that needs to be transformed into a much more social overall experience, as many travellers are already highly engaging on social media networks when travelling, sharing and engaging with friends, family and tourism providers. Through Foursquare travellers can check into places, share their location, tag friends and also share their opinion on restaurants and hotels. This provides major opportunities for hotels and resorts worldwide but can also be quite challenging (Clickz 2013).
LEVERAGING SOCIAL EXPERIENCES
Hotel experiences are no longer only a matter of the travellers in the actual hotel but can also be digitally enriched through social media channels. For hotels and resorts, this is about to become a game changer, as they can use innovative social media strategies in order to enhance guest experiences. Great service, food and facilities in a hotel or resort are worth sharing and it is very easy to encourage travellers to share their experiences in the hotel or resort to help other travellers in their decision making process. Guests can share their opinions and recommendations, advising potential travellers.
For hotels and resorts it is also essential to be aware of the things their guests recommend and share as unique experiences on social media, as it can provide marketers with ideas for the overall hotel marketing. Things that guests in a hotel consider as unique and a USP of the hotel should be used as upsell opportunities.
There is no doubt about the power of social media, as travellers are influenced in their travel decision making process by their friends’ reviews, posts and recommendations on social media channels. The Pod Hotel in New York has its own social network called Pod Culture that enables its guests to login to their accounts and connect with other guests on the network. This provides guests of the hotel with an opportunity to exchange recommendations on things to do and attractions. Although not every hotel or resort has its own social network that guests can use, they can still leverage the opportunities arising from social networks such as Twitter, Facebook and other popular networks. Hotels and resorts need to monitor social media channels for possible complaints and comments and should respond to these in a timely manner. Another tool that could be used by hotels and resorts is sentiment analytics to monitor issues and resolve these in order to maintain a relationship with guests during and after a visit in a hotel or resort. Conversations on social media channels between guests or the hotel itself and its guest can enhance the personal experience in a hotel or resort as a human touch and two-way conversations can change isolated experiences to more social ones. Hotels and resorts around the world can and should make use of the opportunities that social networks provide and should find an innovative way of making use of these.
Discussioncomments powered by Disqus
More from #DTTT
In May we present:Meet…Kevin Wright from Travel Oregon
In a world of always-on content, information overload and the ever-changing digital consumer, how do you stand out from the competition and most importantly, reach your audience? Kevin Wright, Vice President of Global Marketing for Travel Oregon will be joining us at #DTTTCampus in June to talk about Reflecting on the Role of Content to […]
In May we present:Meet…Gloria Loree from Destination Canada
We caught up with Gloria from Destination Canada ahead of #DTTTCampus to get a sneak peek into what we can expect from her talk on Designing Signature Experiences to Build Brand and Narrative.#brand experiences #destination canada #brand narrative #brand stories
In May we present:Meet…Daniel Bury VR Filmmaker
Daniel Bury is one of the youngest & most up and coming creators in the world of VR film-making, travelling the world to create immersive experiences through unique 360 and VR storytelling.#VR experiences #virtual reality experiences #daniel bury #filmmaker #dtttcampus #virtual reality #Vr
In May we present:5 Reasons Why to Visit #DTTTCampus 2019
In short, #DTTTCampus is a full exploration into the destination experience, with valuable insights on navigating the digital landscape and the ever-changing consumer behaviour of travellers today.#dttt campus #keynote speakers #workshops #destination experience #oslo #destination marketing #Visit Oslo
In May we present:Meet…Paul Kubalek – Digital Media Manager at Saalbach Hinterglemm
Paul will be joining us at #DTTTCampus alongside a panel of other DMOs to talk about working with influencers, the story behind the ‘Storybase’ campaign and the kind of results they’ve seen since this campaign began.#influencer experiences #storybase #influencer marketing #influencer
In May we present:Meet…the digital team of VisitOSLO
This year’s #DTTTCampus is just over a month away and we’re getting excited to mingle with the industry’s best DMO experts in Oslo. As our host city, we wanted to catch up with VisitOSLO’s digital team; Widar Pastoor, Creative Project Manager and Kjersti Stensrud, Editor and Content Manager.#oslo #dtttcampus ##VisitOslo #AR #augmented reality #technology