Putting a Face on Your Social Media Presence
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Putting a Face on Your Social Media Presence

Posted in Insights — May 20, 2011

We’re always on the lookout for companies and organizations that are using fun and effective social media strategies. For the past few days I’ve noticed an ongoing theme coming from the Facebook page of the JW Marriott Grand Rapids. Several times per day, the JW has been posting photos of its smiling employees accompanied by a short note about the subject(s). Here’s an example:

Has something similar been done before? Sure, it probably has. However, in the hospitality industry customer service is everything. You can have the nicest rooms or the greatest chef in the world, but if the guest has a bad experience they are very unlikely to return. Personal service makes a difference, and introducing your guests via your social media channels to the people who will be hosting them begins the service process even before the guest arrives at your property. Previous or regular guests can interact with a photo of a staff member they know with an anecdote or a simple “like.”

And let’s face it, this has to be great for morale in the workplace as well. It’s a fun idea that also serves as a great way to give a quick pat on the back to your hardworking employees. If you’re familiar with the hotel’s general manager, George Aquino, you’re probably not surprised.

George is a social-savvy veteran of the hospitality industry who has built a nice following for his excellent hospitality blog, My Hotel Life. Kudos to George and his staff for this fun way to extend personal service outside the walls of the JW Marriott Grand Rapids.

Have you seen another fun example of an organization using a personal touch with their social media presence? Let us know in the comments.

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  1. Speaking of which, I stayed at the JW last weekend. It’s one of the nicest hotels I’ve ever stayed in – we are so lucky to have it just a few hours away from us. I even left my MacBook charger in the hotel room and they mailed it to me free of charge (so they are forgiving of spacey guests to boot). Love the Griffon logo too…

    Posted by Sarah, May 20, 2011 | Reply

  2. Sarah, I’m glad you received your charger. The JW loves MAC users! Thanks for the online shout out. Best, George Aquino, GM

    Big daylight, thank you for the compliments. We’ll share the “love” on our page too.

    Posted by George Aquino, May 20, 2011 | Reply

  3. I actually had a great experience at Scott’s Harbor Grill several weeks ago… I “liked” their Facebook page to find out the evening’s specials while I was sipping away at happy hour, and happened to see that they’d wished one of their bartenders (our server for the evening) a happy birthday the day prior. It was fun being able to get in on wishing her the best during her 30th year, and definitely added a personal touch to our evening!

    Posted by Nan P., May 20, 2011 | Reply