Social Media Impact on Hotels

This assignment explores both positive and negative effects of social media use in the hospitality industry. It analyzes how social media can influence customer satisfaction, employee performance (including potential demotivation), and a hotel's public image. The document also discusses relevant legislation like Australia's Competition and Consumer Act 2010 that impacts businesses using social media for marketing.

Hospitality

Table of Contents
INTRODUCTION...........................................................................................................................3
MIAN BODY...................................................................................................................................3
Social Media Solutions and List of Products and Services Offered...........................................3
Pros and Cons of Social Media Technology and Determining Better Use of those Tools in
Hotel............................................................................................................................................4
Benefits of Online Reservation System and Operations from Customer Service, Identifying
two Services and Used by Customers.........................................................................................4
Importance of Social Media Policy in Workplace......................................................................5
Negative Effect of Use of Social Media on Workplace..............................................................5
Appropriate Legislation Affecting Business Operations and Use of Social Media....................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Hospitality Industry can be defined as group of businesses that provides various services
to their customers such as accommodation, food and meals facilities, etc. and is focused on the
satisfaction of customers (Hospitality Definition. What does Hospitality mean?, 2017). Park
Hyatt Sydney Hotel is chosen for completing this assignment which was founded in the year
1957, and is headquartered in Chicago. The assignment will focus on various service provided by
the Hotel by using social media technology, making the manager aware about the pros and cons
of those social media solutions, effect of legislations related to use of social media technology,
and importance of social media policies (Miller and et. al., 2016).
MIAN BODY
Social Media Solutions and List of Products and Services Offered
Social Media Solutions:
Park Hyatt Hotel can make use of various social media technology which can help it in
serve better to their customers. It can create its online and social media presence such as creating
its own website and making their social media pages on Facebook, Twitter, Instagram where it

can post about their existing products and services or about the new products or services which
they are going to provide. In addition to this, customer's reviews about the services provided by
them can also be known with it so that in case of negative comments, it can make needed
improvements in the quality of products and services provided.
Products and Service Provided by Park Hyatt:
 Spa Facility: Facilities such as massage, facial and body treatments are also provided by
Park Hyatt.
 Food and Wine Facilities: Hotel provides food and drink facilities such as breakfast,
dinner, etc. to their customers.
 Accommodation Facilities: It provides rooms for taking rest to customers.
 Restaurant On Site: Inbuilt restaurant provides customers with various fast food services.
 Concierge: Care takers are also present in case customers need them.
 Rooftop Swimming Pool: This facility is also provided to customers for their enjoyment.
 Laundry: For washing clothes of customers they are provided with laundry service also.
 Fitness Centre: Fitness centre has variety of cardiovascular and weight training
equipments.
Pros and Cons of Social Media Technology and Determining Better Use of those Tools in Hotel
Pros:
 Social Media Technology has to ability to connect with people all over the world.
 It is also makes communication process easier.
 The selling of products and services also becomes easier and faster.
Cons:
 It impacts negatively health of employees of Hotel as they need to develop their websites
and official pages and has to work in nights and overtimes also which makes negative
effect on their health.
 Sometimes due to more visiting of a particular site, it becomes impossible for the Hotel to
answer all the queries of customers (Moreno-Munoz and et. al., 2016).
 While making irregular use of social media, it leads to failure of the company as late or
not answering the queries of customers leads to decrease in their faith towards the
company.
Better Use of Social Media Tools:

 he Hotel can make use of Social Media for making people aware about the social welfare
activities which the company has done or will do in future which will also increase the
customer base.
 It can also make use of for motivating people and spreading awareness about the
importance of life. They can also support people by social platforms.
Benefits of Online Reservation System and Operations from Customer Service, Identifying two
Services and Used by Customers
Benefits of Online Reservation System:
 Customer Satisfaction level can be maintained as their queries and problems can be
instantly solved.
 Efficiency will be increased as this process will lead to time and cost saving.
Identification of Services:
The two services which can be provided by Park Hyatt are:
 Customised Table Booking
 Providing Customised Food Services
Use Made by Customers:
 While doing reservation, customers are also provided with the facility to choose their
seating as per their preference.
 Customers can choose their dishes according to their taste such as Australian, Indian ,
Italian, etc.
Benefits of Customer Service to Business Activities:
 Customer Services provides with good and bad experiences of customers in the Hotel so
it provides chances of improvement for making the changes according to the feedback
given.
 It also makes business unique as the Hotel by focusing on feedback of customers can
provide those facilities which others are not providing (Tatar and Eren-Erdoğmuş, 2016).
Importance of Social Media Policy in Workplace
The Hotel is making use of Social Media Policy. The Positive and Negative effects are
discussed below:
Positive:
 Use of social media boosts employees again to work.

 It also helps in building good relationships with employees.
Negative:
 Distraction of employees from work due to social media creates negative effect on their
performance.
 Possibility of misuse is also possible which can spoil the image of Hotel.
Negative Effect of Use of Social Media on Workplace
More sticking to social media apps such as Facebook will demotivate employees as they
will not get proper guidance to do work. This will also impact negatively on their efficiency and
will also led to negative results in their work (Zhang, Abound Omran and Cobanoglu 2017). For
example, if the manager is busy whole day in using Facebook, than their will be no one to guide
employees and their work.
Appropriate Legislation Affecting Business Operations and Use of Social Media
The Competition and Consumer Act 2010 in Australia says that the use of social media
by companies should not provide and false and misleading information to customers. It impacts
the workplace as employees now needs to make advertisements properly considering the
products and services which are available as shown in the advertisement (tom Dieck and et. al.,
2017).
CONCLUSION
From the above assignment it is clear that use of social media technology is both good
and bad to the company and the use of various social media ways can be done to satisfy and
improve customer satisfaction level. Further it is also concluded that Hotels must provide their
employees with customised services to improve their satisfaction level and customer base.
Moreover, following rules and regulations provided by government will help in good working of
Hotel.

REFERENCES
Books and Journals
Miller, D. and et. al., 2016. How the world changed social media (Vol. 1). UCL press.
Moreno-Munoz, A. and et. al., 2016. Mobile social media for smart grids customer engagement:
Emerging trends and challenges. Renewable and Sustainable Energy Reviews. 53.
pp.1611-1616.
Tatar, Ş. B. and Eren-Erdoğmuş, İ., 2016. The effect of social media marketing on brand trust
and brand loyalty for hotels. Information Technology & Tourism. 16(3). pp.249-263.
tom Dieck, M. C. and et. al., 2017. Hotel guests’ social media acceptance in luxury hotels.
International Journal of Contemporary Hospitality Management. 29(1). pp.530-550.
Zhang, T., Abound Omran, B. and Cobanoglu, C., 2017. Generation Y’s positive and negative
eWOM: use of social media and mobile technology. International Journal of
Contemporary Hospitality Management. 29(2). pp.732-761.
Online
Hospitality Definition. What does Hospitality mean?. 2017. [Online]. Available Through:
<https://www.myenglishteacher.eu/blog/hospitality-definition/>