Blog Archives

Hotelier: How to use the New Scheduler Post Feature in Facebook?

17 Tips for Hotelier to Monitor and Improve Your E Reputation

How to Create a Weekly Social Media Calendar for Hotelier?

Hotels : 8 Tools to help you to manage Social Media on a daily basis.

Hotels : How to use Google to search Twitters bios per City

Social Media : How to attract more attendance for Hotels ?

Attracting Attendance

Having trouble attracting and engaging a Twitter following? It’s ok, you are not alone.
Although keeping up with social media trends can feel impossible, it is absolutely feasible with the right dedication, focus and long term strategy. For businesses within the hospitality industry, having a social presence is particularly important because social networks are becoming the review sites of tomorrow. Unfortunately, building a following is not always an easy task. So for those of you looking for a little help, I have examined the profiles of some of the most highly engaging hotels on Twitter and put together a list of a few common best practices that stood out within them all.


Take Care of your Guests

For a majority of social savvy hoteliers, Twitter has become the customer service center of the 21st century. With customers already spending a majority of their time on social networks, Twitter has become a convenient, non-threatening space for guests to address questions, complaints or praises. Likewise, the popular social media platform provides a property with the opportunity to take control of its reputation and mitigate the spread of negative social criticism.

But BEWARE, if this is the route your hotel decides to take, it is absolutely necessary to give  prompt responses, and have a person/team that can effectively monitor tweets, answer questions  and resolve guest complications.

Here’s a great example of how Omni Hotels used Twitter to take care of an important guest:
While staying at an Omni property in Florida, a well known social media expert tweeted about the slow Internet connection coming from his hotel room. Immediately after the tweet was sent out, the Omni Twitter team contacted that specific hotel about the complaint.
While the hotel’s IT expert looked into the problem, the GM and VP of sales at the property informed the displeased guest that the Internet should be fixed shortly.
Within the hour, the hotel fixed the problem by adding additional routers and the additional capacity needed for high speed internet access.

The guest was amazed, and now he uses Omni as an example when giving presentations on social media strategies.

Talk. Don’t Just Listen.

How much fun would you have talking to a wall? Probably not very much. The hotels with the strongest social followings are those that are great conversation starters and provide interesting, desirable content on a very regular basis. Every day, both negative and positive reviews are posted on Twitter about any brand, and I can assure you that the hotels that are not monitoring the dialogue taking place about their business will miss out on the opportunity to build a community of loyal brand ambassadors.

But this type of engagement requires more than just a presence. To achieve these sort of results, a property needs to “talk” to those that are talking to them and when the conversation is slow, it’s important to provide content that will keep followers engaged.

Below is a great example of how the Wynn Las Vegas took the initiative and tweeted @ a customer  that was talking about its hotel. Rather than let the Twitter user spread inaccurate information,  the Wynn joined in on the conversation to notify the user that he had been misinformed.

In case you were also wondering, the Wynn Encore does not charge resort fees.

Thank Your Guests and Followers

The best part about “Thank You” is that there are a million ways to say it. When going through the different profiles, I found that a majority of hotels are giving back to their fans through a variety of methods including weekly twitter contests, “@ Thank You” replies and special follower discounts. Not only do these attract a following, but they also make your followers feel appreciated and at times, help them feel like they are a part of your brand.

Hotels – SEO – 5 Keys that will Impact On Your Site SEO and Search Ranking!

Logo Social Media Alain Classe

Logo Social Media Alain Classe

While many SEOs had assumed this was happening already, this announcement about new ways social media is impacting traditional SEO marked the first time that links within Facebook and Twitter were actually confirmed as a ranking factor by search engines representatives.


Feel free to review and apply this information to your own marketing efforts to experience the full benefits of SEO on search ranking for free organic traffic to your site.

  • Quantity of Friends/Followers – just as with links, it’s likely the case that “more is better”, though there will likely be caveats; low quality bots and inauthentic accounts are likely to be filtered (and may be much easier to spot than spammy links, due to the challenge they find in getting any “legitimate” friends/followers).
  • Importance of Friends/Followers – the friends/followers you have, like the link sources you have, are also probably playing a role. Earn high “authority” followers and you yourself must be a high authority person.
  • Analysis of Friends/Followers Ratios – Much like the engines’ analysis of the editorial nature of links, consideration of whether a social user is engaging in following/follower behavior purely out of reciprocity vs. true interest and engagement may be part of authority scoring. If you have 100K followers and follow 99K of them, but the engagement between you and your followers is slim, you’re likely not as authoritative as an account with 100K followers + 5K following, but those followers are constantly engaged, retweeting, liking, sharing, etc.
  • Topic Focus / Relevance – The consistency or patterns between your sharing behaviors could also be a consideration, using topic analysis, patterns in the sources of shared/tweeted links, etc. Being an “authority” could even be subject-specific, such that when a prominent SEO tweets links to celebrity news it has less of an impact than when they tweet links to a web marketing resource.
  • Association Bias – It is also suspected that Google and Bing will include associating social authors with the sites/domains they’re “part of” vs. independent from. Sometimes, this might be as easy as looking at the URL associated with the account, other times it could be based on patterns like where you most often tweet/share links to or whether your account is listed on pages from that site.

The most exciting part about this is the potential to reduce webspam and return to a more purely editorial model. While people often link to, read and enjoy sources that link out manipulatively, very few of us will be likely to follow a Twitter account, friend someone on Facebook, or “like” something in a social site that’s inauthentic, manipulative or spammy.
The social graph isn’t necessarily cleaner, but the complexity of spam is far lower.

Here’s to the evolution of organic search marketing; search, social, content, blogs, links – it’s all coming together faster than ever before and that’s a very good thing for authentic, content  minded web marketers like us.

Posted by Alain Classe

How to use Twittter tools to find a JOB ?

Logo Social Media Alain Classe

More and more companies are using Twitter to seek employees, with many Tweets looking like an online version of the classified ads of the past.
Developing an effective and efficient Twitter strategy for your job search is a smart idea.

Who knew that 140 characters could have so much power? With TweetMyJobs listing over one-and-a-half million job tweets in the past 30 days, there’s no question that Twitter is rapidly becoming a must-use social media resource for job seekers.

Twitter can be helpful to your career on several levels, but the most obvious help comes in the form of up-to-the-minute job leads. It’s a great way to start a connection that can lead to a career.

Keep in mind as you get started on Twitter that, like other social media, Twitter is a conversation— not a one-way communication where you only promote yourself. Provide information and resources that potential readers (and employers) might find helpful or interesting. Keep your tweets professional and related to your ideal audience. Focus first on what your message is, and whom you’re trying to reach.

Here are some steps to get started:

1. Create a Twitter account

Create a Twitter Account and get familiar with Twitter’s format and system. If possible, use your name for your account. Post a professional picture and describe the employment you’re seeking in your Twitter bio (unless, of course, you are already employed). Spend some time reading other postings; learn your way around the site.

2. Link to a Website

Twitter allows you to link to a website; if you don’t have a professional website, link to your LinkedIn profile so that employers who want to learn more about you will be able see your experience and education. Don’t have a LinkedIn profile? See my post on the value of LinkedIn for the job seeker.

3. Follow leaders

Follow Leader in your field, potential employers, your college career center, your college alumni office, career coaches, career advice sites, etc. Twitter makes this easy through the search function, and with recommendations for related sites. Use Twitter’s advanced search feature to find job-related tweets. Here’s a YouTube video to get started: Use hashtags to find job listings and industry-related tweets.

4. Tweet about Interestign Items

Establish yourself as knowledgeable in your area of interest by tweeting about the latest articles, news, or research related to your field. Tweet about interesting items related to the job search as well.

5. Connect with TweetMyJobs

sign up for the free services. You can indicate the cities and job titles you’re most interested in, and these will be tweeted to you as they appear. The postings are immediate, so you’ll hear about a job before other social platforms will likely have it.

6. Create a Linked In Account

Create a Linked In account and achieve the whole process to get 100 points. Connect both application

That’s it. Twitter is pretty simple. Just remember: Twitter is a starting point. You will have to take your job search offline at some point to interview, network, or otherwise meet your potential employer.

But Twitter is another great tool in the growing toolkit of a job seeker.

Posted by Alain Classe

Hotel – Social Media : Que fait un Community Manager ?

Définition du Community Manager :

Le Community Manager est la version 2.0 du Webmaster.

Le Community Manager est l’ambassadeur de l’entreprise sur le web, c’est un « influenceur » !!!

Le Community Manager est le futur, il a aussi connaissance des techniques “Web”.

Le Community Manager (Hotel) est au courant des évènements sociaux, sportifs et culturel en Ville

Le Community Manager (Hotel) est au courant des dernières tendances en ville, il est « In the Know »

Le Community Manager fait de la veille en ligne: Google Alert, Tweetbeep… il écoute des discussions sur la marque, la société, l’Hôtel.

Le Community Manager identifie les communautés et mesure leur influence, se crée des listes.

Le Community Manager entre en conversation avec eux et les invite à rejoindre les lieux de partage : Blog, Facebook, You Tube, Twitter…

Les règles d’or du Community Manager


  1. Accueillir et écouter les membres
  2. Partager du contenu passionnant et des informations pertinentes
  3. Animer une communauté accueillante, agréable et sans agressivité
  4. Répondre aux questions et modérer les commentaires
  5. Transmettre les idées et suggestions
  6. Améliorer la protection
  7. Gratifier les membres actifs qui participent à la vie de la communauté
  8. Etre acteur dans l’intérêt de la communauté et de l’entreprise
  9. Respecter l’avis de chacun et favoriser le dialogue

Les 4C d’une communauté gérée par un Community Manager

En complément de ces règles, je parlerais des 4C d’une communauté

– Contenu (Content) :
Il Propose du contenu de qualité, du contenu de valeur, du contenu propre permet d’attirer les internautes et de les fidéliser.

– Contexte :
Il Comprend le contexte, il comprend les relations entre les personnes.
Il faut tout faire pour optimiser la qualité des relations sur un site en offrant des fonctionnalités adaptées et un design attractif en fonction de la cible.

Connectivité :
Il Établit des relations personnalisées, des interactions efficaces et s’intéresse de près à la cible.

– Continuité :
Il mets des actions durables en place afin d’entretenir la relation avec l’internaute.
Il est inventif et novateur pour ne pas lasser la cible, l’évolution de la relation est essentielle.

En résumé il faut il doit aimer les gens.

Posted by Alain Classe

Hotels – How to improve your Customer Service with Twitter ?


Logo Twitter Alain Classe

Logo Twitter Alain Classe

The best customer service is an instant, helpful response. Twitter is a real-time, direct line to customers and as a business owner; you should take advantage of it. Poor customer service has become the norm, so most people expect an annoyingly lengthy process when they give companies feedback. If you surprise them with promptness, you’ll create a lasting, memorable experience between customers and your brand.
Here are three examples of Twitter being used for excellent customer services and how your Hotel can do the same:

Use Twitter to break down walls between unhappy customers and yourself, like JetBlue.

Airlines seem to make everyone angry these days. A few years back, customers were especially upset with JetBlue for extreme delays and poor service.

JetBlue, which was one of the first major brands to use Twitter, turned to social media to appease customers. Their CEO explains, “Our routes mean we’re really susceptible to weather issues, so if there’s a rash of delays, I can say [on Twitter], Heads up, everybody. When travellers have more knowledge, it helps them keep calm. That affects their dealings with people in the airports, which reflects back to them. It can change the dynamics in the airport, and that makes all of our lives a lot easier.”

In one particular situation, JetBlue responded to Twitter complaints about lack of heat on an airplane and a missing desk attendant. The airline tweeted a reply in real-time, coughing up a delightfully helpful response within minutes.

Since Twitter is real-time, use it to respond to inquiries quickly. Says JetBlue’s CEO, “”That’s a clichéd phrase, but Twitter really is about tearing down the artificial walls between customers and the individuals who work at companies.”

Get a positive conversation started about you, like Toyota

Toyota has had a tough year.  In late 2009 and early 2010, Toyota had to recall millions of vehicles for safety reasons.  This resulted in a negative public opinion and decreased sales. To fix the damage, they turned to Twitter.

According to TechCrunch, “The Japanese auto giant has launched a branded channel on TweetMeme, in partnership with Federated Media, which aggregates and organize Twitter conversations regarding Toyota.
“Called Toyota Conversations, the site brings together the top stories being tweeted about Toyota, from news articles to press releases. The site also shows visitors the most popular videos and images being shared about Toyota on Twitter. And the channel includes a Featured Tweets from Toyota’s Twitter account and press room as well as Ad Tweets, which are Tweetmeme’s retweetable ads for Toyota.”

Don’t shy away from conflict. It’s often a good idea to start the conversation and let people vent. Plus, when you start the conversation, you get to be the moderator and control some of the information being discussed.




Respond to complaints instantly, like Comcast









Sports fans are passionate, so imagine sitting at home, eagerly waiting to see the Celtics play in a championship game, and realizing your cable is messed up. Not good. This happened to a well-known podcaster, CC Chapman, who Twitter blasted a complaint about Comcast.


Comcast handled the situation with urgency and timeliness. They sent a cable man to Chapman’s house and repaired the signal before the tip off of the next game.




Set up digital alerts. When a customer needs something, you’ll know immediately and can be there to assist them. It sure made a great headline when The Globe wrote about Comcast’s excellent Twitter customer-service.




Post by Alain Classe via Janeboll


















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