Social Media, which are base on web-base, mobile based or cloud based technologies have crated wonders as far as accessibility is concerned. For decades in hospitality management we used to say “you do one thing bad ten people will know by the word of mouth”. Social Media has changed that proverb as the “word of million mouths”. So rapid is the spread of communication that it can make or break businesses, governments, or any agency. Social media has the advantage of
1. Reaching global audience, even in remote corners of the world.
2. Immediacy with no time lag
3. Easy accessibility by those receiving the communication as long as they can get their hands on a computer keyboard
4. Versatility for interactive exchanges.
Considering all the benefits that social media can provide it has all the attributes that will be helpful in marketing and management. This is particularly important for hospitality and tourism areas field since they area people professions.
The hotels have create some innovate social media campaigns from the travel industry, one of them in Mallorca where exists the first Twitter Hotel in the World, Sol Wave House. It is really important a plan of communication and Social Media in the Hotels, because just in 2013, 47% of travellers shared their travel plans and asked for recommendations from contacts via social media. This means that a large chunk of travellers rely on social media to help them decide on their next trip.
From my own experience, I am working in Vinklum, a communication agency, where we create the communication plan for the Hotel Sur Menorca and I’m really glad how the customers, our guests share their opinions through the Facebook fan page. There are really nice experience where the guests can share their opinions, ask to the personal of the hotel the music that sounds in the mini-disco, if the water of the pool is salad, fresh… some booking reservations. Some stories arrive to my heard like this week a mother just got home ask for a worker in the hotel that each day blow a kiss to her daughter. She didn’t know her name and she wanted to say thanks. Through facebook, thanks to the description of the mother, the Hotel found the worker, Mar, and the Director of the Hotel Sur Menorca give her a message of congratulations. This is a nice history that goes from one hearth to another hearth.
The mother said: “Just got home from a wonderful holiday, would like to especially thank the lovely lady who worked in the back room of the restaurant, my daughter loved her and she always made the time to say hello and blow kisses to her, I wish I knew her name, I know it began with an ‘M'” . And the Hotel answer: “Finally we have found Mar who works in Hotel Sur Menorca. She is the woman who was blowing a kiss for your daughter every day. We loved your history and we’re so happy that you make reference to her. Mar blows a sweet kiss again for your daughter and she want to tell her, that she miss her. We hope to see you again in Hotel Sur Menorca. You have to know that Mar has received a message of congratulations from the Director of the Hotel, thanks to your message. Thanks again!”.
The daughter of Simmone has done something really good without to know and is to give a nice message to Mar, a worker in Hotel Sur Menorca. Social Media is an options for hotels and tourism since it provides opportunities to manage and present business content and it helps in identifying core values that draw clients and customers of business.