You make some great points about the value of paying very close attention to social media when it comes to managing your hotel’s reputation.

(Full disclosure: I work with Radian6, and we provide a social media monitoring platform for our clients to do just that.)

Engaging your customers and clients in the social web can do a couple of important things, including helping remedy a misstep (nothing builds trust faster than righting a wrong well), and then establishing a pattern of listening and participation that can help your company keep an ear to the web at all times. The social web moves so fast that it can be hard to keep up, but personal and authentic engagement from a brand online can undoubtedly establish credibility and loyalty from the customers who appreciate their voice being heard.

Great discussion in an industry that has a great deal of potential in this space.

Cheers,
Amber Naslund
Director of Community | Radian6
@AmberCadabra on Twitter