With over 900 million users Facebook is a social media platform that not only shouldnt be ignored, but with hotels you just cant afford to. The last few years in the hotel industry has proven that guests are going to the internet more and more for information on services and goods. This also includes hotels. The internet has now turned 100's of million every day travelers that use to look in coupon books, or go to brand websites into savey shoppers not only looking for the good deals, but also looking for value. When they look for value, nowadays they turn to review websites such as Trip Advisor, Kayak, and their friends on Facebook. Everybody is talking to everyone about what their buying, where they are going, where they are staying that its very important that hotels do not miss the boat on this.
In searching for hotel Facebook Fan pages we have noticed over the last few months, that most hotels that do have Fan pages on Facebook are only posting once a month, once every 3 months etc. This is the exact same thing as hiring a guest service agent with no hotel experience and expecting them to do an 8 hour shift by themselves. Whether your hotel has a Facebook page or not people are talking about you and your brand and your not even knowing it, because you have no way of tracking it because one you don't have a Facebook page for your hotel, or you do, and you only log in once a month or so.
In order for hotels to grab the social media realm is to have an active Facebook Business page, that someone monitors daily! That's right! Daily! You need to have fresh content going on your page at least 3 times a day to really make an impact no less then 1 time a day. Make sure that your posts are scattered through out the day, as people are logged into Facebook at various times. What is neat about the Facebook Fan pages for business's is that when you have 30 or more Likes on your page you get tapped into their insights reports. This helps you tell how many times your post was viewed, by what demographic, and from where. So after monitoring this for a couple of weeks, you can then decide when is the best time to do a post, and what to make your post about because it also tells you if people are engaging on certain things you post on your page. Which is one of the major things you want to happen.
Post things about your special events in the area, fresh pictures of the hotel, pictures of your team working the hotel. Make a video every now and then with your Head Housekeeper giving cleaning tips, or explaining why doing something a special way affects the guest or the over all experience of the stay and post it on your page.
Offer something special for your Facebook fans, whether is a certain percentage off room rate, or free pop corn at check in, make them know they are VIP's and special, because when they check out of your hotel and if their experience was memorable they will tell their friends, or their friends might ask them on Facebook how was their trip? What hotel did they stay at? Then of course the most horrid of them all is they post the bad things about their stay if there was any.
Make your Facebook page a booking engine. Check with your franchise about linking your hotel reservation page to your Facebook Fan page, and if you are an independent we will be creating a how too post on doing this in the very near future.