WHY IS SOCIAL MEDIA MARKETING A MUST FOR THE HOSPITALITY INDUSTRY?

You must have stayed in a hotel or eaten at a restaurant. If so, you have had a taste of the hospitality. Hospitality is the relationship between a guest and a host wherein the host receives the guest with some amount of goodwill, including the reception and entertainment of guests, visitors, or strangers.

The hospitality industry encompasses a wide range of fields within the service industry, including lodging, food and beverage service, event planning, theme parks, travel, and tourism, that provide services to customers. Hotels, tourism agencies, restaurants, and bars are all part of it. It is focused on customer satisfaction and providing unique experiences for them.

In 1991 there was no way of foreseeing the impact that social media would have on the industry. Currently, 2.3 billion people are active on social media, which is growing daily. Companies should no longer debate whether or not to have a social media presence, but rather HOW to use the various platforms to improve the customer experience.

Impact of Social Media on the Hotel and Hospitality Industry

In today’s digital age, social media has emerged as a transformative force, significantly shaping the landscape of the hotel and hospitality industry. One of the most noticeable impacts of social media on the hotel and hospitality industry is its role as a powerful marketing tool. The impact of social media is profound, touching every aspect of the guest experience, from initial research and booking to post-stay engagement. Therefore, here are some of the reasons why it is important to use social media in your digital marketing for the hospitality industry.

Brand Awareness

What is your hospitality brand? Maybe people in your city or town are aware of you, or maybe you’re even known statewide. However, If you want to become a household name someday, you have to establish good branding.

Social media can be a powerful tool for increasing the visibility of your hospitality brand. If you haven’t already, your hospitality business should establish its brand identity as soon as you start posting on social media. This identity includes the use of a logo, color scheme, and tone.

For a quick reach, perhaps you can collaborate with an influencer to bring your brand to notoriety. Or you can also take a more gradual approach: posting consistently good content that gets people talking and, more importantly, sharing within their social circles.

As a hospitality company, you want to set a welcoming tone that comforts customers and makes them feel cared for. You have to be true to your brand.

Obtain Social Proof

People need evidence that you deliver your promise. Social media is an excellent source of social proof for your hospitality brand.

 For better or worse people hold influencers in high regard. Assuming you work with an influencer as part of your hospitality social media marketing, their reaction can be vital to how people perceive your brand.

When an influencer tells everyone to try your service not every member of the influencer’s audience might participate, but enough will that you should see a significant increase in business.

Positive reviews are crucial for good branding. No customer will ever trust a restaurant or a hotel with 3 stars or worse reviews. With every 5 stars each customer drops, the trust in your brand increases–resulting in fewer and fewer hesitant customers. 

Develop Relationships

Hospitality, more than many other industries, is all about relationships. We already discussed how you can use social media as a customer service vehicle in the previous section.

With every interaction, you are building a relationship with customers and prospects. When you respond to comments and DMs, you’re building a relationship with your audience. Whether the relationship tends to be good or bad will depend on your response.

You should always prioritize good customer service. However, even correcting poor customer service can repair a customer’s relationship to the point where they are willing to give your hospitality business another chance.

People can tell when someone is out to get them. So we must induce good faith in customers. You must deliver on your promises, and provide experience without any hiccups.