Today, I want to highlight some my favorite social media savvy hotels. We’ll look at who’s who in terms of engagement, voice, and service/reputation management. These are all based on my own views, so go ahead and share your own favorites in the comment section.
Engagement – Joie de Vivre Hotels does an excellent job of combining promotional specials with general-interest tweets, earning an impressive number of fans for a smaller chain.
Voice – Morgans Hotel Group has one of the most edgy online voices I have seen. Their irreverent tone won’t work for every brand, which bodes well for them as it’s one thing that sets them apart from the crowd. The lesson here is to drop the corporate tone and aim for something more friendly and connectable.
Reputation and Service – The Ritz Carlton, renowned for impeccable service on-site, has brought their infamous service to twitter. One of the only company Twitter accounts that isn’t constantly addressing problems on Twitter, it focuses instead on highlighting the guest experience, showcasing individual stories without overdoing the self-promotion.
Engagement – B Ocean Fort Lauderdale has an almost daily stream of favorable comments lining the side of the Facebook page. Their gorgeous property photos are highly commented with glowing reviews. One glance at their page filled me so full of vacation-envy that I started a “visit this place” penny-saving jar immediately.
Voice – Kimpton has a great voice on Facebook. Their posts are interesting, engaging, and witty. Individual guest posts are answered on a person-to-person basis; responses sound real, as opposed to the typical “Please give our guest services number a call at…”
Reputation and Service – This isn’t a hotel, but the Seattle Hotel Concierge Association manages a Facebook page that contains plenty of local recommendations along with updates on the association. Link sharing brings stunning visuals to your page, and allows for more personal conversation in the comments.
I am looking only at Facebook and Twitter today because they are most likely to showcase the three features talked about here. Pinterest, Google+, and others are also being used in hospitality with great success. Whether you’re more of a “Tweep” or a “Pinner”, go ahead and show off your social media pages in the comments below.