Hotelier – Operators turn to social media to tell their brand stories

The days of maintaining a company Facebook page have given way to innovative new platforms and tools aimed at telling a brand’s story and engaging with guests. And with the latest tools, such as Boomerang and Facebook Live, hoteliers have a wealth of tools at their fingertips.

Customers of all ages are turning to social media to engage with brands, leaving reviews on Facebook and Twitter or checking out shots of new guestroom designs on Instagram. “It’s a living, breathing organism and it takes an army to [manage] it,” says Jessica Rodrigues, PR manager at Drake Hotel Properties, which oversees the iconic Drake Hotel in downtown Toronto and the Drake Devonshire in Prince Edward County, Ont.

Some brands are already making a big impact on the social-media scene. According to a 2016 Engagement Labs ranking, The Waldorf Astoria, Fairmont Hotels, Ritz-Carlton, Hilton Hotels & Resorts and Novotel led the pack in Facebook user engagement. On Instagram, Hilton took the top spot, while Ritz-Carlton excelled at engaging users on Twitter.

Read the entire Hotelier article, here.

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