Hospitality Online Business

1. HOSPITALITY ONLINE BUSINESS DEVELOPMENT
Claire Bichon
Julie Fournaux
MBA 2B
DIGITAL MARKETING and SOCIAL MEDIA

2. EXAMPLES: HOW HOTELS USE SOCIAL TO IMPROVE GUESTS’ EXPERIENCE
Flip.to:
- Guests are the best to advocates your business
- He is the one who promote in the best way your company.
- Use UGC (user generated content)
- Work on online reputation thanks to online reputation marketing of the company
Hospitality industry

3. Checkmate.io:
- Mobile application
- Allows to knows better your guests before their arrivals
- The best way to go beyond your guests expectations
 Empower your staff to increase your service
Hospitality industry

4. Air BnB:
- Is a competitor for hospitality industry
- They organize meting called “Air BnB open”. They offer the possibility for hosts to meet
each other and Air BnB employees
 It aims at improving the services, sharing tips between hosts.
 During meeting, the expose work of art to push people to communicate on social media
about the meeting.
“Hospitality industry should take
example of this meeting to meet
the guests, knows what they
think, take advice to improve
service and guests’ experience”

5. LIST OF 3 IDEAS
 Offer a week end experience/ restaurant to famous influence
blogger to write an article about your hotel/ restaurant
 Create a community on social media so that people can
exchange about a subject and rely the information.
 Increase services links with social media: interactive menu/ online
check-in

6. SHOULD A HOTEL USE UGC IN VARIOUS SOCIAL MEDIA IN THE HOTEL’S SOCIAL MEDIA
YES:
- Because the generations changing and social media are more and more used
- Companies need visibility and a good online reputation
- Important to use UGC to better knows customers’ wants, to adapt the service and then
increase the guests’ experiences
- But with the authority to the guest and keep their privacy

7. WHAT ISSUES/PROBLEMS RESULT FROM HOTEL'S USE OF GUEST
INFORMATION USED IN SOCIAL MEDIA?
 Positive aspects:
- Free way of advertising
- Increase guests’ loyalty
- May attract new guests
- Improve service thanks to guests feedback
- Have more information's about the guests
 Negative aspects:
- Privacy issues
- Can lead to miss information's
- Creepy factors
- Can lead to legal problem
- Ability to use correctly these information's