The following is an article by Kevin Olivieri, TIG Global Social Media Analyst. The article is featured exclusively on the Hotel Business Review.
With social media being the most popular form of online activity (1 in 5 minutes online is being spent using social media), one can argue that your voice online is becoming the most important facet of your hotel’s online communication strategy. Gone are the days where push marketing is king. It’s all about the one-to-one dialog, personal relationships, and the way you are represented online. Providing guests with an authentic representative as community manager to give them the answers they are looking for in real-time is the new king.
The community manager is the voice of your brand online. This is the person who is going to represent your hotel on all the social media channels. Whether it’s on Facebook, Twitter, Tumblr or Pinterest, this individual is the one who will be communicating with guests (and potential guests) and tasked with growing your community each day. This person needs to be from your hotel.
Unfortunately, many hotels have someone outside of their hotel handling their voice on these social channels. This person is someone who isn’t present at the property every day. It’s someone who isn’t nearly as knowledgeable about hotel information or local recommendations as your hotel’s employee. And today, …
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