Role of Social Media in Transforming Guest Experience

The fundamental objective of this paper is to see how businesses utilize social media as a marketing tool to transform guest experience in hotel industry. Because now a day’s social media has transfused way into marketing of every business by enhancing positive guest experience. Although it helps to connect with loved ones and it also helps for business by feedback of the customers. The paper also tries to generalize as to which platform of social media, enhance customer experience to create brand in existing or potential customers in hotel industry. The methodology of this investigation has followed qualitative research technique to explore this topic. It has also noted that before the existence of social media platform such as Twitter, Face book, Instagram, YouTube, Pinterest, WhatsApp, Skype, Viber, Snapchat, Tiktok, Google+ and LinkedIn, customer used to share their experience only with nearest and dearest. But as social media comes in existence customer broadcast their experience to large audience.

There are also reasons behind complain of customers which could not be eliminate while keeping in mind customer service in hotel industry. These platforms of social media give power to customers which influence them to take action on any minor mistake of any business. Therefore this kind of opportunity has not existed before the invention of these social media’s platforms. However, each business needs to treat social media for feedback channel along with promotional platform. In order to enhance guest experience it play vital role by providing secondary research to every business. It also helps to create brand image by giving direct connection with prospect customers and larger audience. The connection between social media advertising and brand fabricating particularly in guest experience has a noteworthy effect but number of factors, such as type of business, type of audience you are trying to reach, your specific goals etc. need to kept in mind.