Fact: Marriott International, Inc. is a social media star.
This multimillion dollar company has been on the social media scene years and are now revolutionizing the way the hospitality industry uses social media. By utilizing a variety of platforms, the hotel chain is constantly building relationships, both inside and outside of the company.
Customer and employee feedback is a top priority for Marriott, and the company encourages customers to share their opinions via Facebook, Twitter, and other social media outlets. Employees are able to send in suggestions and participate in contests through the company’s Facebook page, while customers can leave messages and even book their hotel.
My Marriott Hotel: Launched summer 2011, this social media game for Facebook is based off of other popular games like Farmville and Cityville, but instead of managing a farm, users manage a hotel. Marriott plans to use the game to attract and recruit potential employees. This game is just another example of how Marriott is using social media to connect with people across the globe.
Marriott’s Social Media Responsiveness: While Marriott offers many opportunities for customers and employees to share their thoughts and experiences, the company is also very responsive to those ideas. Marriott is known to host Q&A sessions through Facebook, as well as video contests. The Marriott News Center is the company’s central location for their news and information while also being considered “a place to engage with [their] guests.” The company is also quick to respond to customers through social media. They even take those experiences and use them to make improvements.
Social Media isn’t going away and smart companies are taking notice. Executive Vice President of Global Human Resources for Marriott, David Rodriquez, says that “companies that do not embrace social media will find it very hard to compete.”
Through their complex social media plan, Marriott proves itself to be responsive, informative, and increasingly interactive.