15 hotels by creative services to promote social media attention to the case

This article comes from Socialbeta Content partners @ Global Tour.

Although in the hospitality industry, customer service has always been a prerequisite for the success of the hotel, but in today's social media age, everyone is content publishers, so the extraordinary customer service can bring more publicity effects. The hotel should not only do the relevant work in the basic aspects, but also create the so-called "discussion contact point".

I'll introduce some interesting examples from the recent hospitality industry in the next article, which may inspire you.

1. Anda Hotel: Reception staff to provide services to customers in a relaxed manner

The Hyatt group's brand Anda Hotel no longer uses the traditional reception mode, but instead arranges the hotel staff to greet the guests as they enter the hotel and to serve them anywhere in the lobby.

"They will ask you to sit down and offer you a free glass of wine or coffee," said Joe Brancatelli, a business travel columnist. There is a coffee shop in the lobby of the Anda hotel where employees are available for drinks. The receptionist will then use a tablet computer to check in for you, and when you finish your drink and sign, he/she will send you to the guest room. ”

"Our hotel is focused on providing first-class services in a relaxed way," said Toni Hinterstoisser, general manager of the Wall Street Anda hotel. ”

"The receptionist is very different from the receptionist, and they're like a symphony conductor." We hope that when you check in, they can meet your needs, make you feel relaxed and help you whenever you need it. ”

The move appears to have increased customer satisfaction in the hotel, with two Anderson hotels in New York ranked among the top 10 in the city's best hotels, according to customer online reviews.

2. Sheraton Bratislava Hotel: Offer Instagram moments brochure

Photographer and travel blogger Jen Pollack Bianco found a book titled "Instagram Moments" at Sheraton Hotel. The booklet is accompanied by a text message:

"We know that you like to share your photos through Instagram, and we thought you'd like this booklet, which has 25 of the most Bratislava photos we've selected." ”

The hotel's practice amply demonstrates that simply showing the customer the hotel's attention can leave a deep impression on the customer.

3. Carlton Hotel Naples: Personalized service via Facebook feedback

The Naples Carlton Hotel asks what its Facebook fans like about their coffee tastes.

If you answer this question, when you stay at the hotel, the service staff may have added the right amount of sugar to your coffee, so you don't have to ask for another request. This detail can also be applied to other sources, as is another example mentioned below.

4. Accor Hotel: Social media enhance customer loyalty

Accor hotels in its Sofitel Philadelphia, Chicago, New York and Washington and Novotel Hotels try a very creative approach: they first identify which loyal members will stay in the hotel during the month, and then check their public social media information to understand the customer's interests and preferences.

Magali Jimenez Bervillé, director of E-commerce in North America, said the hotel would choose a gift to "elevate the customer's identity to another level, a higher level".

What gift will the hotel give?
• If customers like food, the hotel will provide them with the opportunity to visit the Chicago Tru Restaurant throughout the day and provide them with dinner at the Sofitel Chicago Water tower.
• If customers like fishing, the hotel will offer an eco-friendly fishing trip to San Diego Bay.
• If customers like luxury cars, the hotel will provide a gift card so they can drive a Ferrari or Lamborghini sports car.

5. CitizenM Hotels: Provide fun free service

CitizenM hotels To understand the needs of customers, and according to their requirements to provide related services, and therefore achieved success. In addition to free Wi-Fi and movies, the hotel keeps rolling out some cool new services.

I was in CitizenM Hotels, in Amsterdam last fall, and the hotel offered free curry chicken rice before the customers went out.

I took a picture and shared it with my Facebook friends. I will use this photo as an example when I show it to others.

6. Conrad Chicago Hotel: Sleep Services Menu available

Some hotels offer pillow menus, but the Conrad Chicago hotel offers a comprehensive pillow menu, sleeping herbs, nightcap, "Bedtime chocolate", moisturizing skincare, hot spring mineral moisturizing masks and sleep machines.

The hotel also creates a separate Web site for these services: Conradchicagosleepmenu.

7. Morgan Hotel Group: Create a music playlist

Many hotels overlook the essential experiential element of music, a powerful tool that allows global travellers to create feelings for a place. The Morgan Hotel Group took full advantage of the tool.

The group has created a music playlist for each of its hotels.

8. Five Avenue Anda Hotel: Graffiti and tattoos

Jonathan Frolich, general manager of the Manhattan Hotel (located in the city of San), is focused on linking customers to New York culture.

According to the following CNN article:

"His team invited some street performers to doodle on the walls of the hotel, and had the opportunity to get a tattoo created by world-renowned artist Mister Cartoon without waiting for months, and his clients included Beyoncé and Justin Timberlake. ”

"Many years ago, large hotels were defenders of local culture, reflecting the dynamics of the city's Art field," he said. But the idea and the connection between hotel and city culture have been disappearing for a long time, so we want to integrate these elements into the hotel. ”

9. Mandarin Oriental Hotel: Provide destination information

Mandarin Oriental Hotel Group has promoted content marketing to a new level, offering online magazine destination MO, where readers can find any information, including celebrity referrals and how to find the perfect "moment" in the city.

10. Hilton Hotel: Provide recommendations based on personal experience

In Hilton Hotel Group, the team led by Vanessa Sain-dieguez manages @hiltonsuggests's Weibo account.

They provide real-time advice and referral information on a daily basis, based on the issues and ideas that team members use to monitor their choices through social media. If the group's hotels do not meet the needs of a particular audience, the team will recommend the hotel's competitors.

The hotel staff provided all the recommended information based on their personal experience, Britnee Johnson made a note in digital royalty:

"Hilton suggests only communicates with audiences through micro-bleomycin to help travelers in different destinations find the services they need to make their journeys simpler." , the customer service team helps users understand all the relevant recommendations, which are presented by their members based on their personal experiences and opinions. ”

"In short, some people may ask the most iconic sights and restaurants in Los Angeles, and that @hiltonsuggests is the best place that members of the team have ever been to, such as Santa Monica Pier and Venice Beach." ”

"The team is doing what it can to help other users who show their cities in the microblogging data (Atlanta, Austin, Chicago, etc.)." ”

11. Intercontinental Hotels Group: Concierge Video available

2007, Intercontinental Hotel began to create video about hotel concierge staff providing destination suggestions.

The hotel group also offers concierge services via Skype or Apple FaceTime's real-time video session to provide a higher level of service through a variety of digital channels.

12. The Aloft Hotel: providing concierge services with holographic imagery

Starwood Hotel Group's Aloft hotel is experimenting with a technology similar to Star Trek that allows customers to access information and products from local businesses in new ways.

A life-size cardboard model will be placed in the lobby of the Aloft hotel, and a holographic image will be projected onto the model. Customers can use their smartphones to download and save information.

13. San Diego Paroma Hotel: Launch Scavenger hunt

The Kimpton Hotel's San Diego Paroma Hotel has launched a scavenger hunt and extended the game to social media outlets to help their customers better explore Santiago.

Customers who participate in this game use the clues provided by Scavenger Hunt with friends mobile apps to find treasures, then take photos and share them.

Mark Van Cooney, general manager of the hotel, said:

"We think the game will give participants a lot of fun and visit many places in Santiago, and they have a chance to win a big prize," he said. We think the game is our creative initiative for the Live like a locals program, which provides customers with a real San Diego local experience. ”

14. Ushuaia Ibiza Beach Hotel: Update information via Facebook

The Ushuaia Ibiza Beach Hotel (hereinafter referred to as "Ushuaia Ibiza") is a very interesting way to use RFID tags: it provides customers with a wristband that allows them to sync updates on Facebook.

Customers who wear these wrist bands can automatically sign on to the Facebook site (a location within the hotel) and update status (e.g. "I'm dancing at the Ushuaia Ibiza"). They can also upload photos of their events directly to Facebook's Information update page.

The initiative in the social media channels to achieve a very large marketing results.

Vail Resorts: Take a free peak photo for customers

Everyone who loves winter sports wants to take a picture on the mountain, and professional photographers have used it for many years to charge them a higher fee. Vail Resorts offers another option-to take photos of their peaks at the top of the mountain for free, allowing them to post on Facebook and Twitter.

Through this effective way, you can not only serve your customers, but also enhance your brand exposure.

How will you provide exceptional service?

There is no doubt that the hotel needs to choose a combination of ways to achieve these goals.

But whether you run a hotel business or something else in the tourism industry, I hope this example will inspire you. You can think about how to creatively provide an unforgettable experience. The extraordinary service will benefit the traveller and increase the company's profit. (Wing Compilation)

Source: http://www.socialbeta.cn/articles/case-study-hotel-and-social-media.html