Managing expectations for hotel social media response times
July 30, 2012 | Hotel Marketing
Hospitality is a 24/7/365 industry, and consumers expect you to be available even when most of the world is sound asleep or enjoying that magical concept called a “weekend.” This may or may not be possible depending on the resources you have available for monitoring your social media channels.
Instead of hoping for the best over periods where social channels aren’t watched, make the most of your downtime with a clear-cut plan of action on when you are available to respond and policies in place that make sure that those questions that warrant an immediate response always get the attention they need.
If possible, have a staff member monitoring the accounts with a smartphone or at least checking in on off times like weekends, just to make sure that critical issues don’t slip through the cracks.
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