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Ways to attract customers via the Internet

The site is an advertising tool designed to promote hotel services. Like any other advertising tool, it can be effective, ineffective, or completely useless. The goal of every hotelier is to maximize resource efficiency. To do this, Internet marketing provides a number of tools, the most popular among which are the following:

1. SEO (from the English search engine optimization) or search engine optimization;
2. contextual advertising;
3. Yandex.Address and Google places - special services of search engines;
4. SMM (from the English Social media marketing) - promotion in social networks;
5. thematic mailings or email marketing;
6. thematic sites - thematic blogs, forums, etc.

The most common, effective and at the same time expensive are search engine optimization and contextual advertising. Their combination ensures coverage of the maximum target audience. The rest of the Internet marketing tools are most often used as additional ones. Analytics allows you to track the effectiveness of each specific promotion method and correctly distribute financial investments in promotion. Let's take a closer look at the role played by each of the listed methods of driving traffic.

1. Search engine promotion

According to statistics, about 450 million people enter approximately 11 billion queries into search engine windows every month. Up to 90% of visitors come to web resources from search engine sites. At the same time, about 70% of users exclusively use links from organic search results for this, ignoring contextual advertising. At least 40% of buyers of modern online stores come from search engines. About 46% of users learn about the emergence of new Internet projects through search results. This confirms the importance of search engine optimization in a hotel's marketing campaign aimed at increasing traffic from the Internet and increasing the number of real customers.

According to a study by NPD Group, Yandex and Google search engines bring about 55% of buyers to a website. At the same time, the conversion rate of Internet project visitors to customers is 15 times higher than the conversion of any other traffic sources, and the conversion across the entire site is 7-8 times. Thus, among modern methods of Internet marketing, search engine promotion gives the highest return on investment (ROI) - in 42% of cases (despite the fact that, for example, banner ads provide the highest return on investment in only 4% of cases).

When engaged in search engine promotion, it is important to correctly compare your own financial capabilities, in accordance with which to set the achieved result. It is necessary to take into account the data of the Compaq study, which showed that 68% of users view only the first page in the search engine results and only 7% of visitors go beyond the third page. However, reserving space on the first page guarantees an increase in conversion rates or an influx of target audience only if the request is targeted. From this it follows that it is better to achieve a site's place on the second or third page for a targeted request than on the first for a key request, which is useless for the site and can become a source of extremely uninterested visitors.

The purpose of search engine optimization when working on a hotel website is to bring it to the TOP or to the highest possible positions in the search results. In order to achieve such a result, an Internet project must meet the requirements that Yandex and Google systems impose on content, design, usability and site structure. A high-quality Internet project of a hotel, according to search engines, should have:

Original (unique), structured, concise, truthful, content (this applies to any content - texts, photos, video files);
- a well-thought-out design that matches the theme of the site;
- convenient navigation for efficient data search and quick transition to the required section;
- a well-thought-out structure, in which the following pages must be present: Contact Information, About the hotel, Special offers / Promotions.

Thus, optimization covers a wide range of work related not only to promotion in search engines as such, but also to improving usability (usability of the site), attracting targeted traffic and increasing the interest of the target audience in the promoted web project and the services provided to it. In the process of competent search engine optimization, gross errors in the work of the site, deficiencies in content, structure, and design are revealed. In addition, SEO provides ample opportunities to find new unoccupied niches in a specific area and use them in order to improve the Internet project and increase its traffic and conversion rate.

A large number of search engine requirements with a lot of competition makes hoteliers spend a lot of time and money in order to provide an Internet project with a place in the TOP-10. However, even when it hits the top positions, the website owner still has a lot to work on. It is important to understand that even when choosing a hotel from the top positions, the user can stay at one of ten possible options... In doing so, he will be guided by subjective reasons, which, as a rule, coincide in the bulk of people. The user switches from search to a specific Internet project if he sees the most complete and valuable information about the hotel. For different people, different information is of value, so it is important to provide a list of all important services and key information about the hotel, including its class, contact information (address and phone number), social bookmarks, special offers and services. It is important to provide the user with quick access to any information that may interest him, quick links will help in this (Fig. 1).

Rice. 1. An example of the correct design of the site in the search results

2. Yandex.Address and Google places

Search engines, first of all, are used not for promotion, but to help users with the necessary information. They are designed for the user and are constantly enriched with new services for his comfort. The task of search engine optimization specialists is to use the capabilities of search engines to the advantage of the promoted Internet project. Thus, the Yandex.Maps service allows a potential client to get all the necessary information about the hotel and its services (contacts, nearest metro stations, reviews, photo gallery, links to social pages, a list of services provided) without going to the restaurant's website. This can be seen in Figures 2 and 3.

Rice. 2. An example of the Yandex.Maps service

Rice. 3. An example of the Yandex.Maps service

Thus, a person can decide on the choice of a suitable hotel without visiting its website, which will save him time. Registration in Yandex.Address and Google places allows you to position your site favorably in front of the target audience and is an integral part of a competent component of integrated Internet marketing.

3. Contextual advertising

Contextual advertising is a type of marketing tool that differs from any other types of online advertising by targeting the target buyer. PPC ads appear in the top or side lines of search results and correspond to the query entered by the user. Thus, a potential buyer sees advertising "on demand", which allows to achieve the maximum coincidence of interests. According to statistics, from 3 to 40% clicks on a contextual ad, while no more than 0.3% of users click on a banner ad. At the same time, contextual advertising provides a high conversion rate of users to customers.

It is used as the main method of popularizing the site and the services it provides, along with search engine optimization. These 2 methods complement each other. So, it takes about 3 months to get SEO results, and contextual advertising begins to give results immediately after placement. Contextual advertising opens up wide opportunities for website promotion, however, it plays a special role, if necessary, to convey to the target audience information about current special offers and promotions of the hotel.

One of the main advantages of contextual advertising is that when using it, the advertiser pays not for the planned, but for the result. This is ensured through the use of a system with click-through payments; payment for impressions does not provide such conditions. The cost of one click (that is, each attracted user) is different depending on the topic of the site and regional placement reaches ten dollars.

Correctness of the selected key queries;
- compliance of the ad text with keywords;
- regular updating of the ad (according to statistics, with each update, the effectiveness of the ad may increase for some time by 30-40%).

Taking these factors into account is a guarantee of the effectiveness of contextual advertising. Plus, it allows you to increase your conversion rate.

4. SMM

Social networks, developed for communication and exchange of information, are now actively used to promote hospitality services. Their main advantage lies in reaching a wide audience. At the moment, there are three social networks in Russia that occupy leading positions in this segment of the Internet market, they are: VKontakte, Facebook and Odnoklassniki. At the same time, 73% of people use VKontakte, 30% use Facebook, and 29% regularly visit Odnoklassniki. These large-scale Internet projects are sources of information in which a unique atmosphere of trust has developed, which can be profitably used to increase targeted traffic. SMM is an actively developing area of Internet marketing, which, with high conversion rates, has an acceptable cost (2-5 times cheaper than advertising in search engines). Social networks are suitable for popularizing the hotel and its individual services, for collecting subscriptions, as well as conducting surveys aimed at improving the quality of services, etc.

5. Thematic forums and blogs

Promotion on forums is aimed at forming a specific target audience as a result of long-term and regular communication with regular visitors. The main task of a specialist who uses thematic forums and blogs as a means of promotion is to establish contact with forum users and offer them advertising information from the position of not advertising, but relevant advice. In order to achieve efficiency in this marketing direction, it is important:

Publish hotel information that meets the needs of the forum audience;
- use useful and reasonable information for messages, positioning it as advice and assistance;
- do not use direct advertising.

Forums and blogs are an inexpensive way to drive targeted traffic. However, in order to obtain it, it is necessary to establish friendly relations with the regulars of the forum. This will help attract customers to the hotel's website and to the hotel itself at minimal cost.

6. Email Marketing

Email marketing is manifested in the distribution of emails with promotional information through email... It is often confused with SPAM. The essence of these methods is similar. However, the newsletter, unlike SPAM, is sent to the buyer only with his consent and can be canceled at any time. In order for email marketing to increase the target audience of the site, the letters should be informative, encouraging the potential customer to go to the hotel's website, to the section in which the promoted service is described in more detail, to stimulate interest. Letters should not provoke negative reactions from the reader.

This is far from full list ways to attract the target audience that are available to modern restaurant and hotel owners. There are many more methods to increase your traffic. However, when choosing this or that option, it is important to understand that only a professional approach, knowledge of the matter and responsibility will help to achieve the desired result. Absolutely all sources of attracting the target audience can be important and effective. And all of them can be applied. However, in order not to invest money "in the air", it is necessary not only to spend on advertising, but also to analyze its effectiveness. Thanks to traffic analysis, you can see how many visitors each source "brings" and which source is the most converting (which source's visitors become real customers of the company). Only competent analytical activity will help to see how effective this or that advertisement is and to correctly distribute the advertising budget.

All means of promotion can be used together (integrated internet marketing) or separately. As a rule, the choice in favor of a particular toolkit depends on the financial capabilities of the clients and the goals to which the marketing campaign should lead. During the entire duration of the advertising campaign, it is important to evaluate the profitability of each method used. This will allow timely abandoning ineffective ones and optimizing costs.

It is important to consider the fact that an effective marketing policy begins with the reorganization of the promoted Internet project. Since financial investments in a site that does not meet the requirements of potential customers are initially meaningless and not only will not pay off, but will also bring impressive losses. When starting a new marketing campaign, the site owner, first of all, must be sure of his readiness to solve the main tasks:

Make the site customer-oriented;
- to begin conducting continuous analytical activities.

Otherwise, the development of the Internet project and the promotion of hotel services on the Internet will be hindered by the problems that characterize the bulk of hotel sites.

Problems with most hotel sites

In the modern hotel industry, a number of problems can be identified that are the reason for the low popularity of the hotel website among potential buyers. Among them, it is worth highlighting 2 main problems:

1. The bulk of modern site owners do not take into account the fact that any Internet project is created for the end user and should be client-oriented. Vladimir Dolgov, the head of the Russian representative office of Google, says in his interview the following: “The best advice I can give to anyone is to have a good website that provides services to end users. High Quality... If the user is looking for a commercial site, then the products must be available for purchase. If he is looking for information, then it should be easy to find and be available for viewing and navigation. Honestly, good quality sites are what our editors will always find. " This gives us the right to say that with the correct organization and correct design of the Internet project, it will occupy the leading positions in the search engine results. This will ensure that the site is accessible to the target audience and will have a beneficial effect on traffic. And the latter, as you know, is one of the main indicators of the success of a web project.
2. Among the huge number of modern hoteliers, only a few regularly and correctly work with statistical data - they use the analysis of the websites of the enterprises of the hotel industry, the offers and services of competitors, the possibilities of their projects in order to identify the ineffective and most effective means of popularizing the site and promoting. This allows them to initially create a new or remodel the old site to suit the needs of the client in order to get their own benefit.

Thus, the site is the optimal tool for promoting hotel and hotel services. However, it is only able to provide the desired result if it is customer-oriented and satisfies his needs. In order to find out how it performs its functions, it is necessary to use web analytics methods. With the help of special analytical services, you can find out about the degree of effectiveness of the marketing campaign and the performance of each specific section of the web project. In addition, web analytics opens up ample opportunities for improving both the entire site as a whole, and its individual elements.

Impact of web analytics website on hotel website performance

Website owners often face a problem - the Internet project is in working order, specialists are constantly promoting it, traffic increases, and the number of customers remains unchanged - the conversion rate does not change or deteriorates. This indicates that at the beginning of the work of advertising specialists, the goals were set incorrectly. The main goal at any stage of the reconstruction of a hotel website into a source of income is to attract customers. If this goal is not achieved in the course of work, significant changes to the site are required. In order to determine which of the elements of the Internet project are implemented incorrectly, you need to use specialized tools: Google Analytics and Yandex Metrica. Webvisor technology.

Special services of search engines allow you to analyze user behavior on the site, see which sections of Internet projects are most interesting to the visitor, and at which the maximum refusal rate. So the most effective are the Home page (it accounts for 15 to 35% of traffic), Room Pages (from 20 to 50%), Restaurant Pages (from 5 to 20%), Contacts (from 3 to 8%) and Prices (from 9 to 15%). These sections require the most thorough analysis and elaboration in order for a user who comes from search engines to choose the promoted hotel and immediately make an order.

Analytical systems allow you to find out from which devices users enter the site. At the moment, the statistics are as follows:

10-20% from mobile devices, 50-60% from tablets (90 - iPad);
- 50-60% of traffic comes from the Yandex search engine;
- 10-15% - on Google.

They also provide the ability to see the average bounce rate for a site or for each page. This will allow you to understand which pages are the least interesting to the user and require any changes in structure, design, color scheme, content.

The obtained statistics is the fundamental material for experimenting with individual elements of the site (for example, a booking button) or entire sections, the result of which will be an efficiently working Internet project that helps to promote hotel services.

Thus, if a hotelier does not analyze statistics, he misses opportunities for effective promotion. If he does not improve the site, does not adjust it to the visitor, without using Google-experiments, the Internet is unlikely to become an effective way for him to promote hotel services. Conversely, continuous analysis combined with experimental activity ensures that the set goals are achieved: reducing costs and increasing advertising efficiency, increasing traffic, increasing conversion rates, and stable growth of the company's income.

Thus, the article reveals the most effective ways to promote services for the hospitality industry via the Internet: search engine optimization, contextual advertising, promotion in social networks, thematic blogs and forums, email distribution. However, all of them are intended to popularize the resource on the Internet, but they are not able to provide high conversion rates. In order to increase the number of customers from the site, it is necessary to carry out a comprehensive marketing analysis, which will reveal the most effective and not giving the desired result directions of the marketing campaign and sections of the website. The processing of these results and their acceptance for work with the further popularization of the Internet project will ensure its popularity among the target audience and will guarantee an increase in the conversion rate, and, consequently, the company's income.

The return on investment in online advertising is guaranteed only if the hotelier uses the described promotion methods, fully controls the actions of users on the site, can calculate the cost of the attracted client and is constantly working on modernizing the Internet project.

Bibliography

1. Brian Halligan, Dharmesh Shah Internet Marketing: How To Get Customers With Google, Social Media And Blogs = Inbound Marketing: Get Found Using Google, Social Media, and Blogs (The New Rules of Social Media). - M .: "Dialectic", 2010. - P.42-143.
2. Gusev V.S. Website analytics. Using analytical tools to promote the Internet. - M .: "Dialectics", "Williams", 2008. - P.105-117.
3. Research NPD Group. - January, 2001.
4. Yakovlev A.A., Tkachev V.G. Website promotion: basics, secrets, tricks. Third edition. - SPb .: BHV-Petersburg, 2007 .-- S. 285.
5. Jupiter Media Metrix. Online Advertising Effectiveness Study. - August, 2001.
6. Search Engine Optimization and Positioning: boosting your website hits. Bulding Online Business magazine. - June, 2000.

Skorbenko S.V. Internet as a marketing tool for the advancement of hospitality industry services

The ways of effective use of Internet for the purposes of popularization of rest industry businesses are discovered in the article. The author considers means of increasing the users "interest to hotel Internet-site as well as extending the conversion by tracing ineffective sections of a site and modifying them on the basis of tests.

Key words: Internet Marketing in the hotel business, web-analytics, online solutions for hotels.

Internet marketing of hotels, restaurants, cafes, clubs and tourism. Hotel promotion on social networks

Hotel promotion in social networks - Promotion of hotels through social networks

August 27, 2014 10:06 pm

Social networks help to form the image of any hotel nowadays.

First of all, users understand that if the hotel has flaws, then the guests will definitely complain about this in the hotel community in one of the social networks. By the way, unscrupulous vacation spots often do not use social networks, fearing that they will write a lot of negativity there, but in fact, the user can put a post, for example, on his wall and simply accompany it with a hashtag with the name of the hotel, thereby creating a kind of anchor for users looking for a review of this hotel. Therefore, it is still better to have your own representation in all common social networks (VKontakte, Facebook, Odnoklassniki, Instagram).

Now let's figure it out - how to promote hotel services on social networks?

To do this, there are many marketing methods and tools in social networks that allow you to interact exclusively with the target audience.

The creation of an official community is where you need to start your presence in social networks. Competent design and optimization of the community will help attract the first participants without much investment.
Promotional seeding - This method will build awareness of your hotel and help shape it as a brand.
Targeted advertising is an integral part of promoting a hotel or hotel in social networks, because allows you to attract an audience that is most suitable for the guests of your particular hotel. There are many ways here - from "attack" by members of competing communities to people who often travel or are interested in specific brands.

It is worth noting that the illiterate management of communities and the wrong strategy can only aggravate the hotel's image, therefore it is necessary to trust the promotion on social networks only to professionals.

The cost of hotel promotion is from 30,000 rubles.

smm-alliance.ru

Hospitality is embracing social media

Today, almost every hotel and hotel, in order to attract customers and make a profit, has its own website, where it provides an online booking service, and also places its advertisements on booking sites. Recently, however, a new trend has emerged in the hotel business - to promote your "object" using social networks. The head of the well-known advertising agency Marketing Horeca Armen Kaladzhyan will help to understand the advantages and disadvantages of this type of advertising and how to use it effectively.

The use of Internet resources to attract customers mainly occurs in two ways: through commercial booking sites, such as the most popular European service booking.com, and through search or thematic advertising.

Another way to promote your property on the Internet is to use the international site Trip Advisor. On this resource, travelers from different countries share their reviews and impressions about their holidays at various resorts, about visiting attractions, about staying in hotels and hotels, about the quality of service in restaurants and cafes. The site compiles hotel and inn ratings, which is why many hoteliers use Trip Advisor to get objective information about their establishment.

Let's first figure out the difference between advertising an object through a booking site and search advertising from promoting it through social networks. In the first version, simple advertising moves are used. The hotel places a text describing its room stock, amenities and additional services, as well as the possibility of providing discounts. Now it remains to be hoped that colorful photographs and well-written text will attract the attention of guests and they, following the official link, will book a room.

However, there are two problems here. The first is that most hoteliers use a similar method of promoting an object, and therefore it is almost impossible to predict which institution a potential client will choose. The second problem is that it is difficult for a person who wants to book a room to make a choice among a huge number of monotonous offers. As a result, he has to place an order in the first hotel he likes or to be guided by an institution that has a lot of positive feedback... However, do not forget that a review is the subjective opinion of one client.

Placing photos, descriptions and price lists on booking sites depersonalizes hotels. There is no opportunity here to emphasize the individuality of the institution, to tell its story. For a person who goes on a trip, everything is important: the area, attractions, and of course, the hotel in which he is going to stay. Of course, the location of the establishment, the view from the window, and the affordability matter. But vacationers are interested in staying in a place that is covered with legends or located in an unusual building.

An example is the Tchaikovsky Hotel, located in a quiet area of the city of Kaliningrad. There are no well-known attractions and developed infrastructure nearby. The cost of living in the institution is quite high, but the hotel does not suffer from the lack of guests.

A well-created image of the establishment allows the hotelier to successfully conduct business. The fact is that guests are offered accommodation in a building of the early 20th century, built in a modernist style and decorated with various decorative elements. In addition, the mansion is a local cultural heritage site.

Another hotel from the provincial hinterland, located in a picturesque place in the city of Ples, Ivanovo region, decided to attract attention by playing on the love of a Russian person for everything unusual. The institution has an unpretentious name "Private Visit". Thanks to a couple of laudatory articles on the pages of well-known Internet publications, the hotel has no end to those wishing to relax here or just taste delicious and mouth-watering pies and European cuisine in the restaurant.

"Private Visit" positions itself as a guest house, consisting of several wooden houses. Moreover, these are not new buildings. Guests have a unique opportunity to relax in a real Russian hut of the 19th century, where all modern conveniences are present, including the Internet and television.

Skillful use of Facebook helped the owner of the Cofehostel to make his establishment one of the most popular in Nizhny Novgorod... Moreover, of the advantages of this hotel were only low prices and location in the historical part of the city. Unfortunately, the hostel ceased to exist at the end of last year due to the opening next door entertainment establishment.

The originality and dissimilarity of the hotel is very difficult to reflect on room reservation services and absolutely impossible in search advertising. You can, of course, argue that now every institution has acquired a personal website where you can describe all its advantages and benefits. However, the next problem arises here - site traffic. To increase the number of visitors, you will have to spend a lot of money and time.

It is no coincidence that the hotel business and, first of all, small hotels that do not have funds for advertising in the print press and on television, have begun to actively develop popular social networks, where a multimillion audience can be told in detail about the image of their establishment. Let's take a look at the main advantages of promoting a hotel through social networks:

a huge number of users who daily view the news feed and share interesting posts on their page;
you can constantly update news about the hotel, tell interesting facts about its location, nearby attractions, additional services and discounts for regular customers. Agree that it is unrealistic to implement such a thing on the booking site.
constant increase the number of subscribers to your page, and, accordingly, an increase in the number of potential customers.

Only the competent use of social media will help you achieve the benefits described above. Consider the errors in working with your page using an example hotel chain Heliopark Hotels & Resorts. They post mostly notes covering future promotions and upcoming events. Here are a few of them: an offer to spend the New Years at their hotel; advertising of a new hotel; discounts for a weekend tour and more.

However, such ads are of little interest to users of the social network. It is unlikely that 10 out of 1000 subscribers to the Heliopark Hotels & Resorts page will be interested in such offers. As the analysis of this page shows, its subscribers are practically not interested in the posts published here.

The situation is different with one hotel near Moscow, the name of which, at the request of the owner, we do not indicate. Room rates here are almost the same as in Heliopark Hotels & Resorts. However, the number of subscribers to the page of the Moscow Region hotel is constantly growing, and the entries in the group are of great interest. We will tell you about how this institution uses Facebook in the next article.

06/20/2016 Related news: Finds and successes in the development of opportunities for direct online booking of hotel services for clients. Examples from well-known brands (Marriott, Ritz-Carlton, Hilton, Starwood and others) / Restaurateurs and the crisis: recipes for success

esperanto.pro

Hotel hotel promotion in social networks

If you are already thinking about promoting your services on social networks, then when planning advertising budgets, you will need to separate your account management strategies into two options for interacting with customers, which cannot be mixed together. New customers do not know you yet and will treat you very, very carefully, and regular customers will expect additional, at the same time not intrusive attention and reinforcement of their loyalty to you for the future in order to remain your customers in the future.

Marketing research shows that loyal loyal customers bring in up to 70% more profit than one-time deals. In this regard, it may be more profitable for you to spend more effort, time and advertising budgets on communication channels with regular customers, and not on those channels that are aimed at finding new customers, which, of course, should not be forgotten either.

Perhaps you will not succeed right away, most likely you will not succeed right away, the next day after the start of promoting the hotel's pages on social networks, you will not have a flurry of calls and applications - this is NORMAL! There is no need to dramatize and worry, just know that your competitors are already doing it, and the industry of promoting services in social networks is gaining momentum and for good reason, because maintaining pages on social networks is not the most difficult advertising channel and not the most expensive advertising channel, but if you sustain a set of basic rules for promoting in social networks, then you will still achieve success.

In great detail on my website it is written about doing business on Instagram and what Instagram is for.

Mobile devices

Let's start with your site, ask why? The answer is simple: the client can view information on all your services and the number of rooms on the website in a structured form and book a room; the client cannot do this on social networks. In this regard, social networks are used as advertising channels in order to interest your new customers and attract them to the site, as well as to inform old customers about promotions and discounts and also attract them to your site, to that page, where about the declared event / discount the user can get more detailed information.

So your site! First of all, you need to achieve adaptation of your site for viewing through mobile devices - phones and tablets. Your site should have a convenient and understandable site navigation menu, always have a phone number and any alternative form in sight feedback... The user should immediately get an understandable and convenient way of communication if he has any questions. Today, the share of mobile traffic has already approached the 50% mark! Therefore, any user who comes to your site from social networks should not experience difficulties just because he became interested in your hotel, using a mobile phone, and not a desktop computer.

Communication messengers

Now advanced users are actively using all kinds of instant messengers, sending photos, files, contacts, ranging from standard messaging systems of social networks - Facebook, VKontakte, Odnoklassniki, ending with - WhatsApp, Viber, Skype, Telegram. All these applications can work both on mobile phones and on a regular computer under Windows or Mac OS. At the reception desk, you must have such a computer or phone with all these systems that you have declared on the site or in the social network from which the user went to your site. It is important to speak with the user in the same language and through the channel available to him!

Various companies conduct research and rank messengers in order to determine the leaders. For autumn 2016, according to MoneyMan, the rating looks like the one in the chart above. In your case, the picture may be different, but in order to understand this, you need to try all possible channels or at least the most popular of them, which occupy a share of at least 10-20%.

The next prerequisite should be a convenient and understandable room reservation system that works in all browsers and on any devices, without registration and SMS. We have already discussed the problem of adapting the design to different types of devices, it will be very offensive if the user visits your site and cannot use the service - book a room, most likely, in 4 out of 5 options, the user will not look for how to contact you, he will just leave to competitors!

Responsible for social networks

From the site, now let's go directly to social networks. So, everyone can lead your page! This is both true and false at the same time. Indeed, even your hotel employee can successfully run a page, but only if he is an active user of this network and is familiar with it, as well as with the psychology of user behavior in this network. The false statement that only cats, dogs and funny monkeys are published on social networks can play a cruel joke on you. On the official account of a hotel or hotel, any inappropriate publication can only harm your business, unfair competition very actively and skillfully uses such reasons in order to undermine your reputation. Mistakes are not forgiven and it may even end with your oversight, skillfully picked up by competitors, can lead to a whole series of malicious jokes addressed to you, ridicule with caricatures and outright mockery. Therefore, it is necessary to follow the general rules for publishing on a social network and track all the negative that appears about you on the Internet.

The most winning hotel and hotel content is publications beautiful photos your sights around the hotel, interiors and other photos with winning angles and in colorful colors. It is possible that someone just dreamed of visiting such places that will be published on your page or they will really like the design of your rooms and then this client will be yours! Believe me, even if everything is not so gorgeous as in this photo, working with hotels for more than one year, I can say with confidence that there is always something that can be removed and served in this way - everyone will just be envious!

How to deal with negativity

The most frequent and widespread negative about a hotel is dissatisfied customers! Dissatisfied customers, even if they are of a bad temper or outright inadequate, is a problem for any business. It is clear that these are spoiled nerves, wasted time and lost profits, but this is also in the future - indefatigable generators of negativity everywhere and everywhere. Yes, they are full of enthusiasm and enthusiasm to teach you how to live and do business correctly, if you did not manage to extinguish the negativity in the bud and mitigate the situation, then it would be better for you to have your official pages on social networks. Do you know why? First of all, the negative will be thrown out on your official pages and this is the best thing that can be in such a situation, you can work with this negative, unlike those cases when the negative will be published on sites that are not under your control.

So, you are faced with negativity, what to do? First of all, it is necessary, on behalf of the hotel manager, to calmly and politely answer that you will definitely deal with the problem if the client describes the situation in more detail to you personally by e-mail, and in the meantime, conduct an internal investigation and find out all the details of the situation, perhaps your staff was the cause of this problem. If the client is adequate, then he will happily express himself in the mail about the culprit, let off steam and it will be enough for him to apologize to settle the conflict.

If you have a squabbler or a squabbler blowing an elephant out of a fly, everything is just beginning and you understand that a person does not want to make contact in order to solve the problem peacefully through negotiations, then go to plan "B". In this case, you should have prepared "hotel lawyers" - accounts of living people who will enter into correspondence and begin to defend the hotel, describing counter situations when they stayed with you and everything was at the highest level. These can be your friends, relatives or accounts of non-existent persons that you registered in advance and manage them yourself. The task is to bring all the cheese boron with light irony to a logical ending and promise on behalf of the "hotel lawyers" in a month - another will definitely stay with you, being passing through. Even people with the most nasty character get tired of such battles and the conflict eventually comes to naught.

Immediately upon the end of the conflict, as soon as the client runs out of steam, defuse the situation on your page with fresh photographs, for example, food from the menu of your bar, restaurant with an invitation from the chef to visit your establishment for any far-fetched reason on this evening on the occasion of the birthday of his distant relatives in Italy and sip a glass of red wine with a delicious marbled beef steak with creamy mushroom sauce.

Order promotion

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Hotel promotion on social networks: secrets from the guru

Conducting SMM campaigns for hotels has certain specifics. Techniques that work in other areas of the business may not affect the success of the campaign, or even be counterproductive. At the same time, technologies such as engaging subscribers in dialogue and encouraging them to share their hotel experiences are extremely effective and helpful in promoting a hotel.

This article focuses on using Facebook as an SMM platform.

What is SMM?

Calling SMM or social media promotion a marketing tool is not entirely correct. SMM is not marketing in its purest form; rather, it is an effective channel of communication with society. Social networks are not used to sell products, the purpose of SMM is to establish contact with customers and potential customers and further communication with them. Social networks are a means of communication with people and interaction with them, while marketing is aimed only at conveying an advertising message to customers. SMM is a way of promotion that involves two-way communication: the promoted hotel not only provides information about itself, but also receives a response from customers.

How to measure the ROI (return on investment) of an SMM campaign?

You don't need to have superpowers to measure the ROI of an SMM campaign. If you would like to know how many bookings you have received from Facebook, insert a tracker on your website that will show all clicks.

You need to understand how many times a customer has accessed social media on their way to booking and how the data gleaned from social media has contributed to the booking process.

It is important to consider that the ROI of SMM campaigns will differ from the ROI of traditional marketing campaigns. The ROI of SMM campaigns is more stretched over time and is measured not only by the number of bookings.

The ROI metric of an SMM campaign is an increase in people's awareness of your hotel, an increase in the number of searches with a mention of your hotel, reposts and likes in social networks.

Measuring the direct ROI of word of mouth is problematic and therefore difficult to calculate the exact ROI of an SMM campaign, which can be called word of mouth on steroids. The real metric for a hotel's ROI is the number of guests who have shared hotel information with their friends. Why? Because word of mouth is the largest source of direct hotel bookings, and social media is the way to influence that.

Foreigners who will never visit the hotel subscribe to my hotel page. What to do?

Don't restrict your guests, open the doors and let them come in! It is not as easy to control audience demographics on social media as it is when running an ad campaign. Let the people of other countries like your hotel page: before you have time to look back, among your subscribers there will be another 100 people from this region. This does not mean that the campaign is not working, this is what is called word of mouth.

A mistake when promoting is trying to limit SMM campaigns and target them only to potential guests. Don't do this, let the campaign flow naturally.

If your page absolutely does not attract the attention of potential guests from the desired region, then you need to revise the posted messages and posts.

Can any hotel conduct an SMM campaign?

There is the following principle: people want only the best or the cheapest, and they are not at all interested in what is in between. Therefore, if your hotel is not the best or the cheapest, you should abandon the idea of an SMM campaign.

However, do not give in to discouragement prematurely. You can be the best or the cheapest in many subcategories. For example, your hotel may be the best in the area or the cheapest on the street.

It is important that your unique offer must be real, because it will determine the way you conduct an SMM campaign.

Should I outsource my SMM campaign to third parties?

Of course, it is ideal to conduct SMM campaigns "from the inside", having a full-time employee for these purposes. Unfortunately, for most independent hotels, this is unrealistic due to the financial issue. Hiring a young specialist who positions himself as a guru in SMM will also not be a way out.

If you can afford to work with someone who has good experience in PR, SMM and customer relationship management, you must definitely bring this person inside the corporation, take him on the staff. If this option is not available to you, trust third-party professionals. Remember - real pros visit the hotels they work with and are in constant dialogue with the customer.

Do luxury hotels need SMM campaigns?

Yes! - answers the eminent blogger Guillaume Thévenot, who writes a blog about hotels, marketing and social networks. More than any other type of hotel, luxury hotels need to be promoted on social media. Why? Yes, simply because SMM brings a dream to the world.

Perhaps 50% of your subscribers do not earn enough to rent a room in your hotel for at least a day. Give them the opportunity to touch their dreams, tell them about your hotel and how they will be happy in it. Your campaign will make their dream come true a little more. And who knows, maybe your hotel will be chosen for an unforgettable weekend. Many of the most successful social media campaigns are top-tier hotel promotions.

Examples of successful hotel SMM campaigns

For sweet tooth, here are some examples of the most successful SMM campaigns in the hotel industry.

MGM Grand, Las Vegas: http://www.facebook.com/MGMGrand

Well-organized page, lots of different content about a large hotel.

Seven Hotel, Paris: http: //www.facebook.com/sevenhotelparis

A lot of interaction with users, intensive exchange of impressions of the stay at the hotel.

The Hoxton Hotel, London: http://www.facebook.com/TheHoxtonHotel

One of the few individual hotels that draws attention with special offers.

Hotel de l'Abbaye, Paris: http://www.facebook.com/hotelabbaye

A classic luxury hotel with a page that keeps its subscribers up to date on what's happening inside and outside the hotel.

Hotel W, Barcelona: http://www.facebook.com/wbarcelonahotel

A great example of how activity on a hotel page is generated by exchange of views.

Hotel Ares Eiffel, Paris: http://www.facebook.com/hotelareseiffel

An exquisite hotel of the highest category, great involvement of guests in discussions.

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Hotel promotion on Vkontakte, Facebook and Instagram

call Mon-Fri 10:00 - 19:00

What are the benefits of social media for hotels and holiday homes? Unlike OTA, for example, Booking.com, using the social network, the hotel can collect and increase its own large base of potential guests. And not only to collect a base of future customers, but also to constantly contact them for free or very cheaply. For example, the cost of one contact is usually in the range of 0.5-0.30 kopecks for a "cold" audience, and even less for a "warm" and loyal audience.

It is very easy to find young mothers looking for vacation options with a 5-year-old on social media. Realistically find owners and business executives who love fishing or ATV adventures. It's easy to get in touch with event organizers and event managers, lovers of skiing or horseback riding, residents of Barvikha or Butovo. You just need to be able to find them, interest them and turn them into guests. This is the secret of SMM.

This is the difference between our approach. For us, SMM of hotels and resorts is not just posting (posting) on Vkontakte or Facebook of photos and announcements, as most hotels do. Each hotel should have its own dedicated social media program tailored to its specific target audience profile.

Social media marketing of a hotel and resort is about solving specific practical problems. And each task should have its own approach and its own set of tools. Especially for you, we have developed the "Personal Concierge" SMM program, which adapts to a) your tasks, b) your target audience and c) your budget.

What tasks can we solve for you using social networks?

You can select one, several or all promotion tasks at once. We will draw up a work plan depending on your choice. Working "from a task" is the most effective way to promote a resort or hotel on social networks. What is most important to you?

Promotion of a new hotel "from scratch". Growth of fame and attraction of the first guests.

The growing popularity of the operating hotel, attracting new guests.

Creation and promotion of a new image, rebranding in social networks.

Promotion of individual services. For example, weddings, children's parties, B2B.

Expanding the target audience. For example, you want to attract young people.

Increase in the percentage of returns. You want guests to come more often.

Need advice or help in choosing a goal?

Call +7 499 394-27-13 Mon-Fri 10:00 - 19:00. Free help from a marketer with 15 years of experience.

Or fill out this form.

Example 1. Formally boring or entertaining rubbish.

How not to promote hotels and how some hotels are abusing in social networks.

Endless photos of poor quality from events, minimum information about events. The other extreme is the banal posts "Good morning" and "As you want on vacation", photos with cats and expensive cars that are not related to the hotel.

There are only 4 reasons (there are more) why hotels and resorts are not benefiting from social media:

Very small coverage of the target audience. Simply put, insignificant page traffic in social networks. You can post at least 3 posts a day, but if they are read by several people, there is no benefit from this. In social networks, we monitor the pages of hotels in Russia. Now we have examined the pages of about 150 establishments. Almost 80% of them are idle because their posts are simply not seen.
Low audience loyalty. In short, visitors to the hotel page do not react in any way: they do not like, comment, go to the site and do not leave requests. Cause? The pages are uninteresting and do not provoke a reaction from the audience. Again, work wasted, for no one. We often see that the establishment page has more than 10 thousand subscribers and 1-5 likes per post. It's wasted time on social media.
Insignificant traffic to the website or hotel page on OTA from social networks. When the audience does not go to the site to find out more about the place, see the interiors, make a reservation, it is safe to say that the work is being done without benefit. Social media can and should become a source of loyal audience.
Few real subscribers. We monitor dozens of pages, but we notice that among 5,000 - 10,000 - 20,000 subscribers there are many "bots" and non-target audience. In pursuit of numbers, the establishment loses its real guests.

Yalta Intourist

Hotel and Club Water

What is included in the work of the SMM program "Personal Concierge"?

You get a comprehensive promotion of a hotel or resort in social networks: 10 points All Inclusive

Who is the Personal Concierge program NOT intended for?

We will develop a promotion strategy:
We create and design pages in social networks.
We create and edit content. We design posts correctly.
We set up and analyze the statistics of pages and site traffic.
We study competitors and compare the results achieved.
We attract only target subscribers without bots and exchanges.
We communicate with the audience and conduct contests, polls and other interactive activities.
We carry out advertising campaigns in social networks.
We advise you on SMM and internet marketing.
We regularly report on our work and results.

For small standard hotels only for short stays. For example, motels.
For establishments that have serious problems with the quality of rooms or service. If guests are chronically unhappy and constantly write bad reviews, social media won't help.
For hotels that seriously believe that any student can do social media marketing for 3 rubles. After all, it is "so simple": sculpting pictures 20 times a day - and all the work;)

Would you like to ask what is the order of actions for promotion?
How will social media help your hotel or vacation spot?
How much does the job cost?

Call +7 499 394-27-13 Mon-Fri 10:00 - 19:00

Or you can fill out this form. We respond within a day.

Hello! I am Armen Kalajyan, head of the specialized marketing agency Marketing HoReCa. I have been working in Marketing and PR since 2002. My first client was a large holding Metalloinvest, where I was responsible for working with the media, promoting mining and processing plants, a well-known pharmacy chain and a historic hotel in the center of Moscow. Since then, I have led projects for over a hundred clients, including 18 hotels.

I love to travel and have visited 49 countries. Stayed in hotels of almost all levels, from boutique to youth hostels.

Therefore, I am familiar with hotels not only as a marketer, but also as an "experienced user". Unlike ordinary smm-managers and freelancers, I know the world of hotels and travel well not from magazines, but personally. You can say I know the market on both sides of the "barricades". I believe that it will be easier for us to find mutual language.

Services and examples

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Hotel positioning in social networks

call Mon-Fri 10:00 - 19:00

Everyone knows the axiom of marketing: every company must have a unique selling proposition (USP). “We're just like everyone else” is a bad go-to-market strategy. As the saying goes, nosebleed, but a grain of uniqueness needs to be found or invented. What is our specialty? How do you stand out from your competitors? This is called market positioning.

Good to keep in mind.

8 sec. - the average duration of concentration of attention of a modern person. Goldfish - the stupidest fish in your tank - has a 9 second focus.

In 2000, an average person was able to concentrate on one subject for 12 seconds. This is evidenced by a study conducted by Microsoft in 2000 and 2016.

What has changed since then? There was a "mobile revolution" and social networks appeared.

On the Internet, and in social networks in particular, a person devotes very little time to assimilating information. Therefore, the company has only a few seconds to grab attention and convince a person to visit the hotel or its page on Facebook \ Vkontakte.

When a hotel has a clear and unambiguous positioning ("trick", uniqueness, specialization), it is easier to keep people's attention.

An example of positioning a real hotel. How not to do it.

In the Moscow region, there is a small (less than 40 rooms), but very beautiful hotel... We cannot reveal its name. It is located next to a famous historical and architectural monument. Ancient churches and monasteries are located nearby.

The hotel has many advantages:

Impressive building, great subject for photographs,

Proximity to historical sites,

A beautiful restaurant with several rooms,

Children's room and even a zoo,

Pool,

Rent of everything: from equipment to horses for walking,

Paintball,

Big tent for weddings,

Periodically, concerts,

Everything you need for a good weekend getaway. The audience is the widest: from young people to grandmothers with grandchildren. What mistake will this hotel make when launching SMM? The error is very simple and very common:

2. Then he starts to mix up posts about a little bit of everything:

1. here are our interiors and rooms,

2. here passed children's party,

3. here is a photo of the dish from the restaurant,

4. and this is a wedding that took place on Saturday,

5.then special offers and announcements for the holidays,

6. and these are our guests walking around the territory and so on.

Almost all hotels do this. Remember the 8 seconds rule? When a potential guest visits the hotel's page or sees the posts of the establishment in his news feed, he does not have a complete picture. What is the "trick"? Where is the uniqueness?

No one ever reads the pages of hotels (and other companies, if it's not Apple) from cover to cover in order to understand and understand better. Everyone watches 2-3 posts at the best.

An example of positioning a real hotel. How we do it.

Instead of posting chaotic posts about everything a little at a time, we build a solid marketing foundation from the outset. A hotel, a suburban leisure complex or a small hotel - we start with positioning. Of all the great qualities of a place, we choose 1-2 that will be central to our campaign.

Let's go back to the hotel in the Moscow region. What is interesting and unique here?

We met with the hotel director, studied the site, thought about it and finally came to the conclusion: the main "chips" are the rich history of the country that surrounds the hotel at arm's length. This is a manor, park, monasteries and temples. This is real, almost untouched Russian nature. This is the spirit of Russia, the center of Russian history and culture.

1. The hotel opens a page called "Hotel-Club LLC" (the name is conditional, in fact, it is slightly different).

2. We start posting by topic:

1.the history of the place,

2. famous people who have been here,

3.what to see and where to go,

4. exhibitions and church holidays,

5. archival photographs and paintings,

6.recreation and conditions for people aged 30-45 years,

7.a quiet rest surrounded by the original Russian nature,

8. Opportunities for outdoor recreation: skiing, walking, horseback riding.

When a hotel has positioning, that is, an understanding with which audience you need to communicate. In our example, these are women of 30-50 years old who love nature and the forest, are interested in the history and culture of Russia, most likely, believers, like to visit churches, prefer a quiet rest in the fresh air. This is a completely different audience than young people with their ATVs or caring mothers with small noisy children.

Positioning is a marketing tool that will allow your hotel to stand out from the competition and catch the attention of the target audience for more than 8 seconds. This is a way to find and gather around the hotel the core of the target audience, a real club of interests. It is also a money and time saving tool. Instead of throwing the network wide, maybe someone will get caught, you concentrate on the most important and most promising audience.

"But what about mothers with children, middle-aged men, young couples?" - you ask. They won't go anywhere! Having gathered the core of the target audience around the hotel, you will then attract the rest. Women who fell in love with the local nature and history will tell their friends about the hotel, they will come with their husbands and children, smart young people who are not indifferent to nature and history will also catch up.

Please, fill in all the fields so that we can study your site and ask clarifying questions.

Or call to ask your questions +7 499 394-27-13 Mon-Fri 10:00 - 19:00 Free consultation with a marketer with 15 years of experience.

HOW TO GET USE FROM SOCIAL MEDIA? WHAT TO START? Fill out the form and get an offer + a description of the scheme of work

Services and examples

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Social networks as a promotion tool. Opinion of Maxim Gerasimov, Borodino Hotel

Maxim Gerasimov, Director of Sales and Marketing at Borodino Hotel, answers key questions: what to do? what to choose? how to decide?

The effectiveness of promotion on social networks causes a lot of controversy. You can find completely opposite opinions, starting with "It doesn't work at all!", And ending with "There is nothing better and more effective." At the moment, it seems to me that the truth is somewhere in the middle, at least that's what my experience tells me.

I am a supporter of the fact that if you do something, then you need to do it well and understand all the intricacies of the process. Perhaps that is why, when social networks began to gain popularity in Russia, the first attempts at advertising and promotion began to appear, I became interested in this issue and began to experiment on various platforms.

Each of us has our own preferences. This applies equally to your favorite clothing brands and social media. There are people who prefer to be on vkontakte, there are fans of odnoklassniks, facebook, linkedin, twitter, instagram. The number of social networks is growing before our eyes. One project becomes successful, the other fades into oblivion. Questions arise: what to do? what to choose? how to decide?

Based on my experience, I can say: if you want to promote a hotel or any other product on a social network, you need to become an active user of the network that you have chosen, plunge into it, put yourself in the user's shoes and see what tools are on these platforms to promote the product. As practice shows, effective promotion is possible when you know the audience and know how to influence it. If one of the social networks does not have your target audience, then does it make sense to spend energy and time to promote on this platform? I think no.

I am a supporter of the widest possible promotion on the Internet, including on social networks, therefore I believe that the hotel should be presented on all major social platforms. Who determines which site to make the main and which not? You determine. You see the audience, you know the product, and you represent your customer. It is by this principle that you choose sites.

For the Borodino hotel I chose: facebook, vkontakte, twitter, linkedin, foursquare, instagram. But the promotion strategy and goals are different for everyone.

Consider facebook. In my opinion, the facebook audience is exactly the people who make up our target audience (an active business community between the ages of 25 and 40).

The vkontakte audience is clearly a younger community, but it also includes potential consumers of our hotel's services.

Linkedin is a social network of a completely different level, a network of business contacts. Here business is in the first place, so for the hotel it is the most relevant platform for promotion. The question is that in Russia it is only gaining momentum, but the growth rates are very impressive, I think that soon it will be difficult to imagine a modern person without a Linkedin profile. business person.

Twitter, Foursquare and Instagram - why together? For me at the moment this is a somewhat unexplored space, a territory for experiments, there is definitely an audience necessary for our hotel, but it is necessary to understand - what and how affects the users of these platforms? One thing is clear - the presence of a profile, page and information about the hotel in these social networks is a must.

You will say that I have not mentioned other social networks. And you will be right, there are a lot of them on the market today. Ideally, you need to be present everywhere (Google+, Odnoklassniki, LiveJournal, LiveInternet, Moi Mir, Professionals.ru, Moi Krug, Small World, Ya.ru, YouTube, etc.), it certainly won't get any worse. The only question is about resources and methods of promotion: if you have created a profile / page / account on a social network, it should be alive, regularly updated and not give the impression of an abandoned house. A page on a social network is your face, and it's better not to have any face than scary and inanimate.

Social media work should harmoniously reflect the hotel's work. Ideas, promotions, Special offers, polls, articles, photos and videos - all this should convey the spirit of the hotel. Any user of the social network is your potential client, and it is very important that the hotel meets his expectations formed after visiting the page.

Key points to consider:

1) Interaction of the hotel website and social media accounts. You have to decide: are they living on their own or are the social media page created to drive traffic to the site?

2) Interaction of hotel staff with users of social networks. Your employees in contact with hotel guests should be aware of all promotions and offers taking place on the Internet. Otherwise, the guest will have a feeling of deception if suddenly at the reception or in the restaurant the guest is denied the promised discount or free coffee for a like or comment.

Tools for promoting hotel services using social networks

Social networks are currently one of the most powerful means of communication for millions of people.
One of the main trends in the development of the Internet in recent years is a significant increase in the popularity of social networks.
For Russia, the peak year was 2007, when the newly emerging Russian networks increased their audience to several million people.
At the current stage, social networks act as a telecommunications tool in public relations, open as a wide platform for the implementation of effective PR activities in various areas, including in the hotel business.

List of used literature

I. Special literature:
1. Khalilov D., Marketing in social networks. Mann, Ivanov and Ferber, 2016
2. Rosen E., Anatomy of word of mouth. Mann, Ivanov and Ferber, 2015
3. Kotler F., Fundamentals of Marketing. Short course. Williams, 2016
4. Internet Marketing in 55 Minutes. Ingate, 2015
5. SMM without problems. Ingate, 2017
6. Promotion in social networks. Figures, trends, recommendations. Ingate, 2017
7. Brymer R. Basics of management in the hospitality industry / R. Brymer. - M .: Agent press, 2016 .-- 331 p.
8. Brashnov, D.G. Economics of the hotel business / D.G. Brashnov. - M .: Flinta, 2016 .-- 350 p.
9. Vesnin, V.R. Practical personnel management: a manual for personnel work. / V.R. Vesnin - M .: Yurist, 2015. - 64p.
10. Ekhina, M.A. Organization and service in th stinitsy. / M.A. Ekhina. - Academy, 2015 .-- 208p.
11. Korneev, N.V. Technology of hotel service / N. V. Korneev, Yu. V. Korneeva, I. A. Emelina. -Academy, 2016 .-- 272s.
12. Lapina, A.Yu. Organization and technology of hotel service. / A.Yu Lapina, I.Yu Lyapina. - Academy, 2015 - 208 p.
13. Forester, A.L. Organization of hotel business management: textbook / A.L. Lesnik, A.V. Chernyshov. - M .: Publishing house "Alpina", 2015. - 315 p.
14. Kvartalnov V.A. Tourism: Textbook. - M .: Finance and statistics, 2015 .-- 160p.
15. Lapina V.G. Usenko N.V. Actual problems of tourism development: MU for implementation test work for students of the specialty 230500 "Social and cultural service and tourism". - SPb .: Publishing house of SPbGUSE, 2016 .-- 24 p.
16. Lyapina I.Yu. Organization and technology of hotel services: Textbook. - M .: ProfObrIzdat, 2016 .-- 310s.

II. Remote Access Sources
17.http: //mykonspekts.ru - Information site.
18. www.newhouse.ru - Reference and information portal.
19.http: //www.bib.convdocs.org - Online library.
20.http: //1aya.ru - Online library.
21. www.prohotel.ru - Site about the hotel business.
22.http: //www.siliconrus.com/
23.http: //vk.com/smmpub
24.http: //compress.ru/ - Prospects for social networks
25. https://www.kempinski.com/ - Official site of the hotel "" Kempinski Balchug

Social media and hospitality. Promotion of a hotel on the Internet using the example of the "Meridian" hotel. Hospitality is embracing social media