hotel customer service - linked in account

Cava profile, guest relations manager for Instagram accounts

session 2 - word cloud guest relation job description

job description - guest relations manager

guest relations supervisor in SAU for Ritz-Carlton 

guest relations superviser for Marriott in SAU

The customer experience in the hospitality industry is now challenged by an interconnected generation. The Smartphone is in the center of the economic model, for example, the principle of the "all connected" is central to the new concept Radisson Red. The Red App will not only allow customers to register without going through reception, but also to order drinks at the bar and snacks at the bar, flowers via an online concierge, or a taxi to the 'airport. To deal with the new type of customers, hotels innovate by creating new websites more appealing to this generation. First, they insist on their digital presence on social media such as Facebook, Twitter, Instagram... and put aside the search tool bar, less attractive, and compensate with fluid information: less text and more interactive visuals. They also show the interest in the people, considering staff and guests as part as a community, a family. By doing so, they target a pecific market segment by responding to the needs of a new connected generation who wants to do what they want, wherever they are and whenever they want it. The website is clear, easy to use, for the Radisson Red as for the Virgin Hotels; all the information is on the same device and a lot of things can be booked directly through the website or app. It seems inspiring, active, simple and full of energy which match the needs and wants of this generation while creating a new lifestyle, focused on the local activities and an appropriate budget. These websites are pure example of the impact of the generation C on the marketing of the hospitality industry!

Class exercice - same criteria, 2 different countries

In this first screen shot, we have the detail of the French shopping industry related to medium marketing channels. We see that for France,  medium marketing channels have the following order in terms of interaction on the customers’ purchase. In France the referral comes first, the organic and generic pais dearch, then through email, then social, display click, and brand paid search finally.

In the UK, the situation is a bit different, as the social apsect comes in first position at the social position, comes after the referral and organic search, the generic paid search and email later on and finally the display click and brand paid search.

The main difference remains that in France the social aspect comes last and in the UK it comes in pole position.

As a similitude, we can see in both screen shots that the referral and organic search come in second position so this is important in medium marketing channels for the shopping industry.