Social Media Mentions: Notification and Management
Social Media Mentions for Hotels
In the current consumer climate, what travelers are saying about your brand on social media can have significant effects on your reputation and revenue. That’s why it’s important to employ social listening strategies for your hotel. Travel Media Group’s social media solution now includes @mentions and comments, providing hoteliers with real-time notifications when travelers are talking about their properties. Social media clients can manage mentions directly in the TMG OneView® feed.
What Are Mentions?
Mentions are an aptly named social media action because they happen when someone uses the @ (“at symbol”) to mention your hotel profile on social media. This is also referred to as “tagging.”
Best Practices for Managing Mentions
There are many reasons why travelers mention hotels in their social media posts. Often, when travelers post vacation photos they will tag the hotel directly in their caption. These posts provide excellent opportunities for sharing user-generated content. Sharing these posts to your own profile may inspire future travelers to book with you, as user-generated content is considered valuable to guests in the research phase of travel.
Other guests may mention your hotel for assistance with customer service. In this case, a quick response could lead to a guest experience “win” for your property. In the worst-case scenario, a customer may tag you when discussing a negative experience with your hotel. These negative public comments require a quick response and resolution, or else the customer may feel ignored. Whether the mention is positive or negative, it’s important to respond quickly to show guests that you are connected to them.
TMG OneView® makes it easy to manage mentions at the property level. TMG clients can adjust their notification settings to receive email digests and instant SMS alerts when new mentions are posted online. Then, hotel staff can reply to the user who mentioned them or even share the post with the hotel’s followers. Ultimately, posting quick and appropriate responses when a guest tags your hotel improves guest satisfaction and hotel reputation.
Win on Social Media with TMG
Count on TMG to help your hotel stay updated on social media. Our strategy is designed to give your property a consistent presence on major social media networks including Facebook, Instagram, LinkedIn, and Twitter. We can tailor our content specifically for your property to prioritize occupancy drivers in your market. Let us help extend your reach and appeal to potential guests. All TMG social media clients can easily approve/edit posts, respond to comments, and manage their mentions directly in the included TMG OneView® feed.