...Effects of Social Media on Hospitality/Tourism Name: Institution: Date: Introduction Since the turn of the century, there has been an upsurge in the use of social media. As a result, many tourism organizations that include hotels, travel agencies, and airline companies have started using the internet as one of the important tools in marketing and communication strategies. Many businesses within the hospitality industry rely on good reviews from their customers, and social media is offering this as a natural marketing tool (Bennet, 2012). The use of social media have become very widespread, and the travelers use these sites consistently to brag about their great experiences as well as express displeasure with poor experiences. This is a natural way through which the social media is impacting the hospitality and tourism industry. After realizing the power of social media, businesses are also leveraging on the wide presence of customers in social media to communicate, engage, and market their services and products to the customers (Guzel & Sengun, 2015). The growth of social media has had immense impacts on social media that range from marketing, communication, and even corporate social responsibility. This paper conducts a literature review on the effects of social media on hospitality and tourism. Literature Review According to Mahmood A Khan (2012), the benefits of social media can be very helpful in marketing and management in hospitality and tourism. He states...
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...Effects of Social Media on Hospitality/Tourism Name: Institution: Date: Introduction Since the turn of the century, there has been an upsurge in the use of social media. As a result, many tourism organizations that include hotels, travel agencies, and airline companies have started using the internet as one of the important tools in marketing and communication strategies. Many businesses within the hospitality industry rely on good reviews from their customers, and social media is offering this as a natural marketing tool (Bennet, 2012). The use of social media have become very widespread, and the travelers use these sites consistently to brag about their great experiences as well as express displeasure with poor experiences. This is a natural way through which the social media is impacting the hospitality and tourism industry. After realizing the power of social media, businesses are also leveraging on the wide presence of customers in social media to communicate, engage, and market their services and products to the customers (Guzel & Sengun, 2015). The growth of social media has had immense impacts on social media that range from marketing, communication, and even corporate social responsibility. This paper conducts a literature review on the effects of social media on hospitality and tourism. Literature Review According to Mahmood A Khan (2012), the benefits of social media can be very helpful in marketing and management in hospitality and tourism. He states...
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...Social media in Hospitality and Food Beverages Industry | Executive Summary Social media is widely used by firms in the Hospitality and Food and Beverages (F&B) industry as it is low-cost and has potentially many viewers. With the rising numbers of firms marketing on various platforms, this report aims to determine whether some social media platforms are being under-utilized and how firms can use these platforms to refine their marketing efforts. Research data was gathered through interviews of representatives working in the industry. Interviewees were asked questions relevant to their firm’s usage of social media and its importance to the firm. This report concludes that Twitter, Blogs, Pinterest and Foursquare are under-utilized among firms in the industry and Small-sized firms should focus on developing their profiles on twitter and foursquare, while Medium-sized or larger firms should focus on developing their profiles on Blogs and pinterest. Table of Contents 1 Introduction 1 1.1 Background 1 1.2 Purpose 1 1.3 Scope 1 1.4 Limitations 2 1.5 Sources and methods 2 2 Findings and discussion 2 2.1 Social media usage patterns in Hospitality and F&B industry 2 2.1.1 Social media usage patterns in Small-sized companies 3 2.1.2 Social Media usage patterns in Medium-sized companies and above 4 2.2 Firms’ specific interests in using social media 5 2.2.1 Middle sized companies and above 5 2.2.2 Small-sized companies 6 2.3 Discussion...
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...Selection of the topic- Text Analytics Title- Using text analytics to improve the hospitality experience of customers. Key Words- Text analytics, content categorization, sentiment analysis, Abstract- With advance text analytics solutions, the hotels and hospitality providers can analyze conversations on the social media and online public forums to extract valuable business insights and using the same to improve their customer’s experiences into their hotels and with their services. Introduction- Today’s travelers are vocal and willing to share their experiences with hotel and travel providers; they’re more apt to share their experiences online with others through means of social media like- facebook & twitter, in online review sites such as tripadvisor.com etc. From check-in process to the quality of services, their feedbacks provide valuable insights that hospitality providers can improve the guest experience with their brands, better target customers with offers and differentiate ‘emselves from the competitors in terms of products and services. Collecting quantitative responses from the guests through surveys was the sole feedback method used by hotels and travel service providers. Of late, the trend has changed. These days, these providers recognize the value of collecting feedback through social media and other online sites. They even encourage open-ended comments in their surveys these days. With thousands of reviews generated each day, compiling and interpreting...
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...Saunders Kaplan University In the article called Six Technology Trends Revolutionizing The Hospitality Industry, (Calum McIndoe, May 13, 2013). McIndoe spoke on how technology has changed multiple areas in the hospitality industry. One believe at the end of this article you will find it quite intriguing. This paper will be speaking about how it may be hard for hospitality providers to keep up with the change technology is having on the industry. “As well as the effect it is having on the cloud software, the two main factors that are behind the change in the software, and a couple of other very intriguing facts” said McIndoe. At the end of this assignment one truly hope that the article was thoroughly broke down so that everyone can understand all the facts. Hospitality providers may find it hard to keep up with the rapidly changing technology. Due to technology always upgrading to improve every aspect of its use providers has to keep up to improve their business. Technology delivers a different form of the saving and improvements now than before. Technology trend one is the cloud/ software as a service (SaaS). Software delivered as a service, rather than held on premises is already a mainstream technology topic and despite being a new concept in the hospitality sector, it is already big news. Also at in for they would estimate around 85% of the queries we see from hospitality companies and hotels include a serious at cloud computing. The two main factors are behind this;...
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...industries because attitude of employee in hospitality industry would directly affect customer relationships. According to Ivanovic & Blazevic (2009), “An enterprises human assets or, put more conventionally, its human resources tend to be one the most significant costs for most hospitality enterprises (p. 1). In most hotels the payroll is the single biggest cost item, which in restaurants and bars is usually second material cost. Furthermore, human resources are usually the first point of contact between an enterprise and its customers.” According to Hospitality Ireland, “Getting properly trained staff in 'for the long-haul' is more difficult (p. 1). As chef Derry Clarke told us in an interview last May, ‘the main challenge the restaurant industry faces is increasing labor costs and maintaining a good work force. Unfortunately, this is the type of business where a large amount of chefs remain employed for six months and then move on.’ Restaurants aren't alone; staff shortages affect all areas of the hospitality trade.” An effective recruitment strategy for the organization is essential to the success of the enterprise. Before selecting detailed recruitment plans, it is important to consider what managers do so that the development plans meet the needs of the organization and of the individual. If the organization employs an individual who does not correspond with organizational values the company will be unproductive. In the hospitality industry a major responsibility of the...
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...Unit 17 Learning outcome 1: know E-business in the hospitality industry Celine van Norden IEMS 2 Table of content 1.1. Introduction Page 3 1.2. Definition of E-business Page 4 1.3. Applications of E-business Page 4 1.3.1 Business to consumer 1.3.2. Business to business 1.4. Hotel Page 5/6 1.5. Restaurant Page 7/8 1.6. Nightclub Page 9/10 1.7. Contract food service provider Page 11/12 1.8. Hospitality service Page 13/14 1.9. Membership club Page 15/16 1.10. Event Page 17/18 1.11. Conclusion Page 19 1.12 Sources Page 20 1.1. Introduction This unit is about the E-business in the hospitality industry. To explain the different types of E-business in the hospitality we had to chose one hotel, restaurant, bar/nightclub, contract food service provider, hospitality service, membership club and an event. First write down the definition of each business, then choose one and give information about the company + print screen of their website and at last make a table of the business to customer and the business to business service. 1.2. Definition of E-business E-business is the administration of conducting business via the Internet. This would include the buying and selling of goods and services, along with providing technical or customer support through the Internet. e-Business is a term often used in conjunction with e-commerce, but includes services in addition...
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...Contenporary Contemporary Hospitality Industry Understand the current structure of hospitality industry. Analyse current scale, scope and diversity of hospitality industry. The hospitality industry employs seven percent of the working population. In terms of gross value added (GVA) the sector contributed £40.6bn to the UK economy in 2011 or 4.2 percent of the country’s total GVA. In 2012 there were 181,500 individual business sites operating across UK. Hospitality and tourism is one of the UK’s most diverse sectors all connected to service sector. Besides different size of operations and customers, there are different sub-sectors of the industry: * Pubs, bars and night clubs * Hotels, Hostels and B&B * Restaurants, Bistros, Cafes and Coffee shops * Casinos and Gambling * Take-Always and Mobile catering * Travel services * Tourist Services * Membership clubs * Contract catering * Hospitality services * Events * Visitor attractions According to State of the Nation Report 2013, in 2012 most of the hospitality businesses were private companies (59 %). Following 20 % were sole traders and remaining were mostly partnerships (15 %). Restaurants, hotels, pubs, bars and nightclubs represent the greatest number of businesses and equal 70% GVA. When measured by the number of employees, industry is predominately made up of small businesses; almost half employ less than five people and only one percent of businesses employ 100...
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...Relation in Tourism and Hospitality * Executive Summary In today’s competitive business world tourism and hospitality business are facing a lot of competition. For making position in the market place, tourism and hospitality business are involving more and more in promotional activities. The tourism and hospitality organization is shifting from traditional marketing procedures. They are using more advanced marketing tools and techniques to capture value from the customer. After completing this report, the writer is knowledgeable of understanding marketing strategies and other marketing communication strategies for building customer relationship in order to capture value from them. Contents Executive Summary 2 Introduction 4 Hotel Cafe Royal 4 2 Task-1 Marketing strategies for hospitality and tourism organisations 4 2.1 Marketing strategies for hospitality or tourism sector 4 2.2 Networking and customer relationship marketing strategies for hospitality or tourism organisations 7 2.3 Developing brand identity strategies 9 2.4 E-marketing, Viral and Guerrilla marketing strategies 10 3 Marketing communication strategies for hospitality and tourism organisations 11 3.1 Marketing and customer loyalty strategies for hospitality or tourism organisation 11 3.2 Marketing communications strategies 13 4 Recommendation and Conclusion 14 5 References 14 * Introduction Marketing is a process by which a tourism and hospitality business generates...
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...039 The era of the 21st century brings many changes in the lifestyle. Immense range of new and innovative ways of living take part in everyday operations, which lead to increased expectations and experiences from the people, especially in hospitality sector. It is important for the companies to adopt the modernizations in order to stay ahead in the business. Today people seek for luxury, high value and comfort. If these needs are not met, the consumers will loose the interest in spending time and money for the organization and opt for an alternative, thus the service of a competitor. As people travel more not only for the business, but also for vacation purposes, for the hospitality industry this means an era of expanding and benefiting from the fact that people are willing to pay for a greater experience. In order to be the preferred destination, place and brand to stay for the travellers, the importance of following the newest trends and implementing them into daily operations is a point that should be considered by every organization. Out of the vast array of contemporary trends that dominate in the world of hospitality and tourism, this article describes and comments on building a brand and the awareness, secondly the use of social media and advancement in technology, and lastly the movement of adapting to customers with demands and the personalization of service towards travellers. Aaker (1991, as cited in Bharwani & Butt, 2012) claims that the use of brand name is...
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...HOSPITALITY INDUSTRY CASE STUDY Leading Hotel & Resort Brand Harnesses the Voice of the Customer to Improve the Guest Experience About the Brand One of the leading hotel and leisure companies in the world has over 1,000 properties spanning eight different brands in 100 countries and approximately 145,000 employees at its owned and managed properties. The company is also one of the premier developers and operators of high quality vacation interval ownership resorts. “ We were specifically looking for a tool that would provide the managers with a quick snapshot of the top ten guest compliments and top ten guest complaints each month... ...We also wanted to allow them to be able to drill down to look at the actual comments. Challenge: With a reputation for driving ever-higher levels of guest loyalty, satisfaction and brand advocacy, the hospitality company strives to continually improve its guest experiences. And what better way to accomplish that goal than by gaining a deep understanding of the wants, needs, and preferences of its guests? Indeed, collecting and analyzing customer feedback on an ongoing basis lies at the heart of the company’s day-to-day operations and overall growth strategy. Each of the hotels across the hospitality company’s entire portfolio of renowned brands automatically invites guests to complete a brief online satisfaction survey following their stay. The survey consists of standard questions with answer choices for rating different aspects...
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...UNIVERSITY COLLEGE OF NORTHERN DENMARK 1st year interdisciplinary exam 2015 TRENDS IN BOOKING THROUGH THE MOBILE DEVICES Klaudia Harvanova 22.5.2015 Number of characters: 19 123 UCN SERVICE AND HOSPITALITY MANAGEMENT KLAUDIAHARVANOVA CONTENTS 1.0 Introduction ....................................................................................................................................... 3 2.0 Delimitations ..................................................................................................................................... 4 3.0 Methodology ..................................................................................................................................... 4 3.1 THEORETICAL FRAMEWORKS ........................................................................................................ 4 4.0 Analysis .............................................................................................................................................. 6 4.1 Task 1: ............................................................................................................................................ 6 4.2 Task 2 ............................................................................................................................................. 8 4.3 Task 3 ............................................................................................................................................. 9 4.4 Task...
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...university | Providing Quality Service | | | | This paper outlines methods, strategies, and tools in the hospitality industry to deliver the “wow” factor and enhance the guest experience. | Providing Quality Service The guest can be involved in several ways to provide quality service which includes being a consultant, marketer, co-producer of the experience or a manager of the service providers and systems (Ford, Heaton, & Sturman, 2012). When the hotel industry takes an assessment of the guests experience using surveys to give feedback on their stay or create small focus groups on how to improve their services, the guests becomes a consultant or expert. When the guests have an experience whether good or bad, they instantly become a marketer by word of mouth, or social site review. This is a very significant marketing tool that is orchestrated by the guest and must be managed and addressed by hotel management. Likewise, the industry can also use guests in co-production which is when guests become participants in the production and service delivery. This might involve having the guests self serve at a buffet, elect not to have their sheets changed or participate in a green program. If the guests are allowed to co-produce the experience, then it can increase the quality of service and at a lower cost. One service standard that the hospitality industry uses to meet customer expectations is when the guests make their initial reservations. A service standard...
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...seasons change, small businesses such as hotels and restaurants must also change. Throughout the winter months, the fate of many businesses remains uncertain, with a lot riding on their winter marketing strategies (Bashford 2007). With growing pressure to deliver more value for less money (Lapointe 2012), businesses must battle to increase their share of consumer spending over the festive period (Baker 2012). The offering of seasonal discounts and sales promotions is one way in which many businesses seek to attract and improve business during this time (Rice University 2012). According to Bashford (2007), the biggest area of influence, in marketing today, is that of online marketing. With businesses now actively engaging with consumers on social media networks, discounts and promotions can be offered in real time, attracting the attention of thousands of consumers at once. For hotels and restaurants, the winter months undoubtedly have an impact on their ability to succeed. Throughout this time, consumers are often less likely to venture out for a meal or overnight stay - especially if it involves dealing with snow and negative temperatures (Higuera 2012). Despite this, Abrams (2011) believes that offering winter sales promotions can encourage consumers to get out of the house and spread goodwill. Those restaurants offering home delivery services can very often experience steady business all year round, meeting consumer demand, by delivering products to their homes. Ravneberg (2011)...
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...what they are looking for as well as what they want to pay. An organisation's pricing policy will vary according to time and circumstances. Crudely speaking, the value of water in the Lake District will be considerably different from the value of water in the desert. The place Although figures vary widely from product to product, roughly a fifth of the cost of a product goes on getting it to the customer. 'Place' is concerned with various methods of transporting and storing goods, and then making them available for the customer. Getting the right product to the right place at the right time involves the distribution system. The choice of distribution method will depend on a variety of circumstances. It will be more convenient for some manufacturers to sell to wholesalers who then sell to retailers, while others will prefer to sell directly to retailers or customers. The promotion Promotion is the business of communicating with customers. It will provide information that will assist them in making a decision to purchase a product or service. The razzmatazz, pace and creativity of some promotional activities are almost alien to normal business activities. The cost associated with promotion or advertising goods and services often represents a sizeable proportion of the overall cost of producing an item. However, successful promotion increases sales so that advertising and other costs are spread over a larger output. Though increased promotional activity is often a sign of a...
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