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
