Hospitality’s aim is to know your consumers and to understand their needs, insights, buying decisions, ways of communication, what influences them, and what makes them loyal. A brand is no longer what we tell consumers; it is what consumers tell each other.
Today, with the revolution of the digital world and the evolution of Social Media, you can be wherever your consumers are and be able to listen to what they have to say about your brand, and most importantly, reach out and interact.
Social Media facilitates direct communication that allows for a two-way communication with loyal customers and potential ones as well. This communication medium promotes honesty and transparency.
Social Media has become very much part of everybody’s everyday life and so it is for Coral Suites Al Hamra Hotel.
Coral Suites Al Hamra is a four-star hotel located in the heart of Hamra, Beirut - Lebanon, offering spacious rooms and suites few minutes away from the city’s business and shopping districts.
According to Safa Rahal, revenue and e-commerce manager, with social media and the digital marketing innovations, Coral Suites Al Hamra will build the foundations of a successful e-commerce for the future.
“We want to know our customers, listen to their needs, and take care of their requests by all means”.
“We have settled online for the past three years through the Brand’s website, GDS, OTA’s, etc. Today, Coral Suites Al Hamra has launched its presence on social media platforms: Facebook, Twitter, Foursquare, Youtube & Google Plus, making every platform efficient for a unique benefit,” he added.
Coral Suites Al Hamra’s official Facebook page is now available in order to supply consumers’ insights with accommodation photos & videos. Furthermore, customers may now proceed with an online booking in the course of Facebook’s booking engine.
Twitter is another rapid evolving platform that is also essential in developing brand awareness in the current competitive and online driven marketplace. Coral Suites Al Hamra twitter page is for both customer support and broadcasting of information such as new promotions or ad hoc activities during special occasions.
On FourSquare, Coral Suites & Snug Restaurant are offering special discounts and much more once you check-in. Guests and customers can gain their foursquare competing points and take benefit in various specials at Coral Suites or Snug.
Furthermore, our customers can now subscribe to our YouTube channel and add Coral Suites Google Plus page to their circles to stay tuned to our updates and remain in touch with us.
Last but not least, customers are always on the go and tend to make their bookings in the last minute, hence we also want to be there for them and with them everywhere they go and anytime they need. Upcoming soon, Coral Suites Al Hamra mobile application will be available in the market.
Rahal concludes: “The hospitality industry tends to be very customer-centric, also one that prides itself for reaching out to its guests and providing a personalised experience. Social media helps in monitoring our brand reputation and enhancing it. We want to be where our customers are, but focused and listening in order to improve our customer service, to build sustainable relationships, and to socialise & interact with our customers. Every entity in the hospitality industry that is still not engaging in any of the social media activities will be just missing out on the massive growing opportunity of digital marketing.”