Hotels, and the Hospitality industry as a whole, have recently undergone some changes due to the rise and growth of social media. The industry has largely been changing because of social media with the advantages and disadvantages of unfiltered feedback.  If a customer experienced a bad stay…watch out. We live in a world where an individual could generate a large problem for an industry whose aim is to please.  In today’s society consumers now go straight to various social media sites to find good deals, customer reviews and more. Hotels have no choice but to go full speed ahead with integrating social media into their marketing efforts. Customers use their “voice” when dealing with this industry and can be brutally honest. There are thousands of reviews to be read and hotels must listen… in order to provide the best service possible. If there are reviews out there… it is safe to say that other customers are probably reading them. 

Social media presents a golden opportunity for the hospitality industry to make greater contact with its customers, with an ultimate goal of developing a partnership for brand growth and development. Underlying that opportunity are the twin dangers that hospitality operators will mishandle their social media connections or that customers (and the media themselves) will move on, leaving the industry behind. By using appropriate analytic methods, hoteliers can get a sense of what guests generally want, and how they react to the hotel specifically.

If you came to this page, it's likely that you are already aware of these challenges and perhaps looking for a way to not only mitigate risk but also get off the sidelines. Our philosophy for all industries is; Listen, Analyze, Act.

Act is the stage at which a company can create points of interest, to interact with the audience and work proactively to foster the trust of the communities it serves. Whereas this can still be true for you, it is not without uncertainty.

Social Media has existed since humans first began to communicate - cave drawings allowed people to convey opinion, preference and insight. Similarly, the hospitality industry has existed with records going back as far as 4000 years BC, we’re all familiar with the story of  “no room at the inn”, probably the first negative review to have survived for two millennia . Today, social media and the hospitality industry are becoming heavily linked. The Internet is not new - it has been around for a while as has search engines and the two have profoundly changed the way that people get information and communicate. Add to the mix social media, and the result has been a communications revolution the magnitude of which has not been seen since the advent of broadcast television. The Internet and social media landscape moves at the speed of light. Consider that Twitter only came into existence three years ago and that Facebook, launched in 2004, has close to 1billion members. The development of each new platform introduces new questions.

Working together, Socialintell will help you develop social media policies for your organization. Together we will create a filter that listens for only what you want to know. We will help you understand why people choose one property over another, to be ahead of any challenges to your reputation, what is being said about your competitors, find new accolades and uncover where the most conversations are happening and when.

Socialintell will provide you with clear sentiment analysis on what people think, what they want and where you can reach them to help you leverage opportunities, combat threats and make meaningful connections. Socialintell closely monitors and tracks the hospitality industry trends and will share this with you to ensure your organization remains competitive. Socialintell is dedicated to providing organizations with insight into what is being said about their brands, their competitor's brands and the industry they operate in, not just relying on the traditional media.

Our focus is to derive these insights from social networks and perhaps most important, the myriad blogs and community forums relevant to specific industries and areas of interest and comments and discussions that stem from initial trade/media postings and external promotions.
Socialintell provides a service - not just a technology - with dedicated research analysts who have spent years in their chosen industry - this means that social and traditional content is reviewed by people who truly understand what is important to the hospitality and services industry.  
Socialintell focus:

- Social Media Monitoring
- Competitive Insight
- Campaign Effectiveness
- Reputation Management
- Brand Advocacy
- Brand Protection

The head of the Hospitality and Services Sector for Socialintell is George Kearsley; he is responsible for our sentiment and research analysts working for the industry. Mr. Kearsley has extensive experience in the industry having served as Director of Sales & Marketing and General Manager for large hotels, resorts and conference centers. He brings significant subject matter expertise to the discussion about the use of Social Media in the hospitality industry.

If you would like further information please contact George Kearsley at: george.kearsley@socialintell.com