Harnessing Social Media in Hospitality Industry

In the era of digital media this is right time for hospitality companies to utilize the power of social media not only for branding, marketing but also to increase the customer engagement which improves customer satisfaction and lead generation and retention. As per statistica.com records we have more than 2 billion active users on Facebook from all parts of the globe, with this huge user base of Facebook there would be incredible benefits can be accrued by the companies that can effectively use social media. Hospitality industries can utilise social media for conveying information about their brand, active engagement of customers in the form of reviews and proactively managing customer grievances by giving immediate response. This is very much applicable for travel and hospitality companies, as per the inclination of the people to use social media for researching their vacation destination, sharing their vacation experience, and reviewing the places they have travelled or stayed. This paper explains the use of social media by the hospitality industry.