What It’s Really Like to Be a Hotel Social Media Manager
Photo Credit: Students in a social media management course. Flickr / University of Salford Press
Skift Take
Social customer service has evolved from trend to hospitality standard pushing brands to improve their communication with guests and define their service level. The people tasked with carrying out that job must be quick, creative and most importantly patient.
Travelers take it for granted today that they can reach out to their hotel, anywhere from the airport to under the covers of the hotel bed, and expect an answer to a pressing matter.
Social media has changed the way that customers can interact with airlines, hotels, and sometimes even destinations but rarely do we look behind the curtain at the often caffeinated and creative folks behind the tweets reminding us once again of check-in time. We spoke to several of the social media and marketing managers at the largest U.S. brands for insights into their day-to-day tasks and wackiest social requests.
Most hotel brands have the response goal of 30 minutes on social and resolve time of 48 hours at most, according to Skift’s report Social Media Customer Service in the Travel Industry. Brands and properties develop different ways to ensure a response is never far away for guests.
Marcella Nicotera, Starwood's director of social Media and eService care, over
