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OHR Social Media Kick-off Training
- 1. Social Media Kick-off Training
- 2. The role of a Social Media Ambassador • The “eyes and ears” of the hotel. You are always involved and know what is happening at your hotel • Responsible for monitoring activity on your hotel’s Facebook page and replying to any guest inquiry or comment ASAP (24hrs or less) • You are responsible to share photos of hotel and local events, special moments, information etc. • Your goal is to connect and assist former and future hotel guests through a high level of customer service with the goal converting them into our loyal followers and brand advocate • Use your role to create opportunities to “upsell” services in the hotel while interacting with guests on Facebook • You are the main point of contact and source of information to the Social Media Agency What does a Social Media Ambassadors do?
- 3. How and What to Post? • Post at least once (1x) per day. Experiment with different posting times and see what works best by checking engagement metrics in your Page Insights • Types of posts: - Photos and videos - Questions and Trivia - Local Event or Activity or Holiday in your destination - Share content from your local Tourist Board and local attraction pages - Facebook Exclusive Offers - Awards and Recognition • Remember ALWAYS: - Be honest, respectful of our guests and others and have fun! Creating Your Facebook Posts
- 4. What NOT to Post? • Avoid posting or engaging in conversations that are religious or political in nature • Poor quality / blurry photography and images • Do not delete negative comments. Instead address the concern of the guests and whenever possible move the conversation offline by providing a contact email address • Do not use your Facebook page to advertise or sell other pages or products (especially unrelated to OHR) Creating Your Facebook Posts
- 5. Example of a Successful Page Posts? • “Fill in the blank” posts inspire engagement and encourage people to be creative and interactive. For example, you can post a fill-in-the-blank question such as My New Year’s resolution is _____. People who like your Page can then share their own New Year's resolutions as a comment on the post. • Post a picture and ask people to come up with the best caption. Asking questions encourages people to respond and engage with your Page What do I post?
- 6. Use Hashtags # Trending #Hashtags Use #hashtags when appropriate. Hashtags are keywords followed by the # symbol. By using the right hashtag keywords you can make sure that your content shows up in a search. Hashtag keyword ideas: #Caribbean #Mexico #RivieraMaya #PuraVida #CarnivalAruba What do I post?
- 7. Sample Post Topics Ideally you should post to your Facebook page 5x per week. Here are some ideas of what to post: • MONDAY – Celebrate the beginning of the week with a fun post. Post a tease to entice our guests to think about their next vacation or maybe a possible weekend getaway • TUESDAY – Tuesday traditionally is dedicated to Travel across the Social Media channels. So post anything related to your destination, hotel etc. Use Hashtag: #TravelTuesday #TT • WEDNESDAY – Traditionally OHR has dedicated Wednesday to Weddings. So share photos of wedding on property, engagement photos of your guests or some of our beautiful wedding setups. Use Hashtag: #WeddingWednesdays • THURSDAY – Throwback Thursday, dedicate your posts to something that happened in the past, an event, celebration etc. It’s a chance to repost and remind your past guest of the fun you had. Use Hashtag: #ThrowbackThursday • FRIDAY – Use Friday’s to post a special cocktail or promote any fun events that are happening on property. What do I post?
- 8. Facebook Insights Facebook Insights provide useful data about your page and help you understand who are your fans and what they like about you. Understanding Facebook Insights
- 14. Thank You!