How Social Media Can Help Your Hotel During COVID-19 – Hotel-Online

Social pipeline networks | March 30, 2020

Canceled events. Travel plans canceled. Reservations canceled. It is safe to say that the Coronavirus has rocked the hospitality industry and we can only hope the effects will be over soon. You are most likely looking at your budget and finding any areas that need to be cut to meet the payroll and looming bills. While you might not care about social media right now, we wanted to give you some food for thought during this time to set your hotel up for success in the future.

1. Social media is the first place your guests will go to get information. They always rely on you to determine what their travel options are, if you are open and current and in what manner, and what precautions your staff are taking.
2. Social media is the cheapest form of marketing. You can have a big social impact on a very small budget.
3. Your image is everything. Social media is the only place where you can control your image, help your customers feel confident to keep their travel plans, and advertise to your target market.

What are you posting about during COVID-19?

How can you post news information in a way that comforts instead of panicking your guests? Here are some ways to post about the virus in a way that will help your business without harming your business.

Ideas for topics related to COVID-19

• What precautions do you take to ensure the safety of your guests and staff? Let your social media fans know about your protocol to be transparent.
• Keep your customers informed of any changes that may affect their reservation. Optionally let them know in advance of any popular attractions or events that will not be available during their stay and suggest alternatives.
• Create a post that lists FAQs and your answers and pin it to the top of your hotel’s social media pages.
• What are you doing to help members of your community? Showcase local charities that you help by donating food, time or other resources.
• Are you proposing a new special reservation in view of the news? Share it to keep your guests informed.

Ideas for non-COVID-19 topics

• Incorporate staff highlight posts that show your team with smiles: their daily work routines, what they enjoy working in your hotel, and what makes them great employees.
• Share exceptional amenities and stunning photos of your hotel. What makes your property unique? Share it all.
• Share user-generated photos of guests who had a great stay, enjoying breakfast or dinner at your on-site restaurant, or relaxing by the pool.
• Share posts that ask interesting questions to fans. Example: Post a breakfast amenities article and link it to “What are your favorite waffle toppings?” OR Share an article about business center amenities and pair it with a productivity tip: ask fans for their best advice on staying productive.
• Look for any persistent content on your page: content that is not time sensitive and can be reused. Repost the content exactly or update the caption and photo but keep the general topic.
• Share daily and monthly holidays. We love this site for finding fun vacations to get involved: https://www.daysoftheyear.com/
• Share inspirational quotes and fun and inspiring posts. Participate in these types of posts: #motivationalmonday, #happyfriday, #humpday, #ThrowbackThursday, or just share an encouraging post about kindness and compassion.
• Share positive testimonials from guests who talk about the practical or special features of your hotel.
• Share interesting or little-known facts about the city from your hotel.
• Share wellness stories about your area – acts of kindness, helping others in need, and more.

Be especially careful to monitor your notifications at this time. Customers need quick answers and guidance from you, especially with questions about the virus and what your hotel is doing to keep guests safe! If you don’t have an answer right away, say something like, “We understand your concern and are looking at it right now. I’ll get back to you as soon as I know more. Thank you for your patience!”

Above all, be aware that you want to sell rooms, but never advise your fans or guests in a social media post to do something the CDC isn’t suggesting. If your hotel is a branded hotel, it likely has published a protocol for posts during this time, so review it before defining your marketing strategy.

If you need advice on crafting responses, social media posts, or a posting strategy during this crisis, please contact us for full management or staff training at a discounted rate during this time. . We hope these tips will be helpful in helping your hotel weather the storm.