Here are 6 ways to give a real satisfaction to the guest by taking advantage of social media according to Daniel Edward Craig, a former hotel manager who now regularly writes about hotel industry:
1) Identify the objectives
There must be a particular reason for anything in this life. Before you start involving yourself in the business, identify the objectives at the very first time. One cannot suitably act to embrace the result of something he/she is currently working on without setting its objectives. In this case, your objectives must be to serve clients, guests and prospects, to manage reputation and to build awareness.
2 ) Willing to help
You have to make sure that all the information about business displayed on your pages is clear yet simple. Share the information online, on website, Facebook, Twitter, Google Plus, etc. By doing this you just increased the opportunity of getting some prospects that will use the service of your business. But when you find there are some people who still ask any information via phone even though you have displayed it online, do not get furious in responding to the call. Just answer the question and slowly direct him/her to the online pages of your business.
3) Be a good listener
Many people often talk too much, but are hard to listen. Hopefully, you do not belong to that kind of group of people. As a hotelier, you must understand one key to open the door of guests’ satisfaction: willingness to listen. Customers are kings. Listen to any word they say or write to you. Give response only when you are required to give. Otherwise, just be a good listener. But kings are not always right so be wise when dealing with their orders.
4) Be involved
It is true that bad reviews damage a reputation of a business. But what if the reviews are right? Do not act as a dictator when you run a business. Give feedbacks no matter what kind of reviews or enquiries that you get. The point is you have to show to the people that yes, there is a human who operates the social media, not a rock or a robot.
5) Grab it fast
Do not spend too much time to think about whether or not you will reply to one comment. The common allocated time for customers to wait for a feedback is usually 24 hours. So, do not oversleep when you are on duty.
6) Back up
Staff is like one or two or three level under the chairs where you sit right now, but it does not mean you can assign them to do anything you want. When it comes to a business, the bridge to the success is cooperation. Employers and emplo