great hotels conference london 2010 andrew grill
DESCRIPTION
Presentation delivered at the Great Hotels of the World conference in London 13th November 2010TRANSCRIPT
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The global front deskLeveraging the power of social media before,
during and beyond a simple room night
Andrew Grill - Great Hotels of the World Organisation Annual ConferenceLondon, November 2010
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Social media is just like real life!
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Marketing sets the expectation, marketing creates demand, marketing helps a
consumer differentiate why one choice is better than another.
Operations delivers.
Any gap between the two drives a conversation on the social Web.
Dave Evans http://lc.tl/gap
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Why social media?
• Two way medium
• Instant feedback
• Promotes sharing of ideas and information
• Complements everything you are currently doing
• Relatively simple to establish a presence
• Your competitors are already doing it
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Things to consider
• Social media is noisy
• Social media is demanding
• Social media is unforgiving
• Social media is not a replacement for marketing
• Social media is the best word of mouth you cannot buy
• Social media helps extend your message before, during & after a room night
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Before
• Use social media before a guest considers a stay
• Promote property offers and events & things in the area
• Find others that talk about your particular niche
• Publish property photos on more sites than just your own
• Encourage previous guests to recommend via social media
• Provide an additional channel for questions
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During
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Some great examples already
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http://chmuk.com/pics
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After
• Ask your guest’s permission to store their twitter name
• @name thank them for staying publicly – they will return the favour
• Offer an incentive to promote your property
• Make it easy for guests to promote/share/like your property
• Watch for their tweets – they may be talking to you!
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Promote your own & local events
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One to watch - Foursquarehttp://foursquare.com
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When do people visit my property?
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What should I do next?
• Claim your brand on twitter & Facebook
• Identify who is going to monitor and maintain
• Arm the team with tools to contribute also
• Put our social media credentials on your web front door
• Grab a short URL version of your brand
• Start tweeting and following
• Leverage your property presence on social media
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Monitor social media
http://lc.tl/vt
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@AndrewGrillContact via http://lc.tl/c+44 788 198 6694