AreMorch commented on the following stories on BizSugar
Hah.. Hilton started an initiative to address harassment. Now they are looking to install the 'Panic' button at 20000 Hotels within 2 years. It is a start to address a very important issue. Hopefully, Hotels back it up with training, talks, and follow-ups. Still too early in the process to tell if it has been effective. And it is a bureaucratic process that takes more time than I believe it should. "
Yeah, the idea is that the button follows the team member. Harassment can happen anywhere. It can be both intended and unintended. Therefore I believe it is important with training, talks, and follow-ups. I worked once at a Hotel where we got some harassment claims. And it was for sure a difficult process to be part of. The #MeToo movement has shed new lights on this, and it is helping us put in place important measurements that can help us take more proactive actions. "
Hi, Martin. Yeah, I was at one event where I was speaking two days in a row. And on my first day, I told attendee to define the softness of their Hotel bed by jumping on it - shoot a picture or record a video doing so and share it on Social Media. When I worked at Sheraton we had the Sweet Sleeper Bed.. we need to add 'Safe To Jump On' and then Sheraton could add it up to their sales pages with the customer's permission of course. "
What is fascinating when observing Social Media on a daily basis how uncritical people share all kind of information. But there is a data breach that is when they start getting concerned. Hotels have to listen and pay attention to every micro-moment, but at the same time being cautious of what they share. This is why it is so critical to first build a relationship, then bring customers into your community and let them take care of information sharing. Once we move over AI we will be able to implement some awesome smart strategies without jeopardizing customers privacy and consent. Micro-moments gives us as Hotelier so much insight that is mind-boggling that not more Hotels take advantage of this. But that is why I am here to help them in this process. Cheers.. "
Hi, Martin. I was debating to bring it in on this article. Microsoft has developed an awesome product for Hotels here. So, I decided that I take that out and write a separate piece about that. Sometimes when I bring in big brand names on an article I have to be a little strategic about it. Cheers.. Are "
Hi, Martin. Very good questions. I do a lot of research and study Hotel behavior on Social Media. No doubt, a large percentage of Hotels has a presence on Social Media. But when it comes to actively work with Social Media Management the percentage drops dramatically. Hotels are way behind many industries even competitive industries. And also in many cases, those Hotels that hired a Social Media Management team to help them often use teams that have very little industry knowledge or experience. It is hard to give an exact number. It is a little tricky cause the numbers from traditional Hotel marketing has looked really good the last couple of years. In some areas in Europe, there has been unprecedented growth. And we also have seen some positive growth here in the US. From experience and research, we know that Hotels, in general, is slow to adapt to know technology and trends. I don't know if you followed some of the many Direct Booking campaigns we saw last year. Many of them created a positive shift, but their primary focus was to talk about what the Hotel deliver that is different than OTAs. Instead, they should focus more on talking about the prospect and identify new ways to add value to the customer experience. Research has shown that the average customer perceptions are that booking through an OTA is the same a Direct Booking. This verifies my point that a lot in the industry is not taking advantage of Social Media Management in effective ways that will help them make a difference long term. Though, the answer to your second question is yes. OTA will adapt as they are done in the past to new trends. We are moving away from price as the primary trigger point for booking toward experience being the primary trigger. And obviously, this put us all out on whole new field where Hotels has to start to identify the real-time and micro-moment data. My goal is to help as many Hotels as possible shift towards a new journey that will draw direct booking, but these come as result effective Social Communities that help and contribute. It is a whole new era of Hospitality.. Cheers.. Are"