Is Twitter the new concierge?


There was a time when going on holiday meant unwinding and unplugging, literally. People would turn off their work emails and leave their mobile phones in their hotel room while they enjoyed that much needed break. Times have changed though, and travellers now have the desire to stay connected. The millennial generation has had a rippling effect, and we now want to be constantly #hashtagging about our holidays in real time.

We don’t want to wait to get all of our pictures up on Instagram; we want to show off our tans to everyone back home and make sure they’re insanely jealous of us on the beach while they’re stuck in an office. With guests constantly online, hotels have had to follow suit.

Using Twitter as an extension of the concierge allows hotels to be everywhere at once, helping one traveller complete a booking while at the same time scheduling a room cleaning for another. Travellers are using Twitter for everything, from finding deals to sharing experiences with their followers. According to research from the social media network, one in two Twitter users say Twitter content is important when they’re considering a travel brand. Hotels are now learning to capitalise on this. Some even have a dedicated page to contact a concierge, where guests can tweet directly to ask for anything, from a toothbrush to room service.You can now even tweet some hotels to request a taxi or another drink by the pool. This is great for hotels too though. Guests can tweet pictures of their time at the hotel, which is additional marketing that’s completely free. As technology evolves, hotels will see great benefit from staying on top of the latest trends. By connecting with guests using technology, it can make processes much more efficient and provide higher levels of service.

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