Hotels making a move on social media, with targeted help

by Tom Johansmeyer on

The hotel industry has plenty of faith in the social media world – and no reservations about using it to gain reservations. But, it’s struggling to take control of the medium. A survey by Wine and Hospitality Network indicates that most respondents (in the business) spend only two hours a week managing their Facebook fan pages – with 14.2 percent having no such page to manage. Forty-two percent don’t use Twitter, and 25 percent tweet for less than an hour a week (they should reach out to @Colonnade for tips).

But, it isn’t for lack of trying. The internet is littered with the corpses of abandoned social media marketing initiatives, inside the travel industry and out. Notes online marketing publication ClickZ:

“Before hoteliers even consider a social media initiative, they should be aware that social media is a very engaged, hands-on marketing format. The social networks are a graveyard of abandoned hotel profiles and fan pages by hoteliers who did not realize the complexity of social marketing,” said Margaret Mastrogiacomo, social media specialist with Hospitality eBusiness Strategies, a strategic services and design firm.

Several properties are getting in on the action, committing resources and genuinely seeking returns. New York’s Roger Smith Hotel has made a clear social media play, according to ClickZ, by adopting Revinate, a tool to facilitate active social media management specifically for the hospitality business. Kimpton has adopted this platform as well.

ClickZ continues:

The focus on hotels pays off for the Roger Smith’s Simpson, who used to spend hours using search and setting up news alerts on competitors. While Revinate doesn’t include some of the hot new social media startups he keeps an eye on, like Bizzy and Pegshot, he says it covers the major sites, especially TripAdvisor, the most important. The ability to compare his hotel’s buzz with competitors is also unique. “It’s one thing to do it manually for your own establishment, but for me to do that for surrounding hotels or for what other people we have an interest in are doing, that becomes more laborious.”

So, what does this mean for the average traveler? Your opportunities to engage with the hotels you’ll call home, if only temporarily, are set to increase. Think beyond deals (though they are important) to every other reason you’d contact and open dialogue with a hotel. The possibilities are immense, and hotels, a bit slow to move in social media, appear to be on the brink.

Business travelers poised to take fun out of social media tools

by Tom Johansmeyer on

Where are you looking for the latest travel information? Well, if you’re a business traveler, especially with a mid-sized company, you’re probably turning to social media tools. And, that makes more than a little sense, given the reach of platforms such as Facebook and Twitter (the former of which pierced the 500 million-user mark this week).

According to the latest research by American Express Business Travel, the white collar crowd is turning to social media more and more to stay in touch with other travelers and keep up with travel industry developments. This is just the beginning, however. Down the road, many expect to use these online utilities to engage more directly in business, particularly through webcasts, forums and online video.

Basically, businesses will figure out how to put to work what kids have been doing for years. The good news? Since social media tools will become synonymous with work for this population, wasting time on Twitter won’t be fun any more, and the boss will recapture some productivity.
According to Christa Degnan Manning, director, eXpert insights, American Express Business Travel, “As businesses around the globe alter the way they communicate and receive information from clients and prospects, social media has also proven to be a useful and effective tool to share pertinent information with employees and drive change in organizations.”

Half of the respondents to the American Express Business Travel survey indicated that “they use social media to some extent to support travel management today,” and the proportion went up to 59 percent for mid-sized companies (defined as $3 million to $10 million in air volume).

So, why do they use social media tools? Forty-four percent say they want to stay up on the latest travel information, with 43 percent reporting that they can “learn and communicate best practices and reduce business travel costs”. Other priorities include finding preferred vendors and services (42 percent), hunting for travel patters that could result in improved rates or services (34 percent) and encouraging networking among travelers (26 percent).

What’s most horrifying about this research? Well, it’s that social media tools are becoming useful …time to kill that FarmVille account, right?

Hotels on social media: we’re trying!

by Tom Johansmeyer on

For the properties using social media, the effort seems to be paying off. Guests are using tools like Facebook to score discounted rates all over the country. This shouldn’t exactly be shocking, but since the travel industry lags other businesses, there’s a sort of novelty to the impact of promoting in these emerging online environments.

What’s interesting is that the greatest benefit may not be the booking itself, or the attendant revenue. Rather, it’s the subsequent online chest-puffing involved in telling the world you scored a great deal. Why? It’s electron-based word-of-mouth, which sends people over to the property’s Facebook page creating the potential for more clicks, bookings and braggadocio … to kick the cycle off again.

Travel missing among fastest growing Facebook pages

by Tom Johansmeyer on

What happened to the hotels, resorts and destinations? These naturals for social media didn’t make the cut on All Facebook’s list of the fastest growing Facebook pages. Media and celebrities dominated the list, which consists of Facebook pages not on All Facebook’s leaderboard, but even there, there isn’t a travel-related site until #37, the destination- and company-agnostic “I need a vacation!!!”

Of course, there is no shortage of travel content available on Facebook, from Gadling‘s page to resorts such as Turtle Island on Fiji. And, social media marketing is starting to creep into thetourism and travel business. There have been some successes, such as JetBlue and Southwest, but the gains haven’t been as profound as in other industries, particularly media. Hotels are lagging. A quick poke around shows that the W Hotels page, for example, has a bit more than 10,000 “likers.”

The travel business is taking steps toward a more robust social media presence, but there’s still plenty of ground to cover. For now, it looks like it’s up to traveler to fill in the gaps! How do you use social media on the road … or to book your trips? Leave a comment below to let us know.

Cambridge Hyatt lures Facebook fans with free internet access

by Tom Johansmeyer on

Do you like Hyatt? Wait, let me rephrase that: do you “like” Hyatt? Not in that way … in the Facebook way.

Here’s the deal: if you like the Hyatt Regency on Cambridge on Facebook (in the manner that used to be called becoming a fan), you’ll score a night of free internet access. When you figure the $12.95 that the hotel is sacrificing, according to AllFacebook, the cost per lead is pretty low, and it’s already led to close to 400 fans.

According to AllFacebook, the Hyatt Regency Cambridge picked the right lever to pull:

Running a wireless service within a venue is ultimately a flat cost. There’s no additional cost per user, although the fixed costs of a wireless system for a hotel that sleeps 10,000 people a night will be much more expensive than for one which sleeps 100 people each night. Anyways, the interesting strategy highlights just how far companies will go to obtain “Likes” and it also illustrates an interesting strategy for attracting new fans.