Impact of Social Media on Hospitality and Tourism Organizations
Advanced technology, especially the use of social media, affects many businesses and sectors. Social media has become a vital tool in daily activities and business organizations. Hospitality and tourism organizations are among the industry sections social media has had a positive impact on their success. These firms are making good use of social platforms such as Facebook, Instagram, Websites, LinkedIn, Twitter, and others to expand their businesses. Though the social platforms enhance communication in hospitality and tourism organizations, media has multiple impacts on the running of these companies. This review would focus on the effects social media has on tourism and hospitality.
First, social media platforms have transformed travel searches. Unlike before, when tourists had to make calls to inquire about a particular place or hotel, currently tourists look for reviews of the site online before deciding for their accommodation and destination (Francesca and Cassia 289). Therefore, many people now plan their travel activities based on online information from other persons. Secondly, it has reduced the costs of advertisement. They take videos and photos of their services as well as their facilities for hospitality and post online, making it accessible for many customers. Real guest feedbacks also help them to advertise their businesses. Therefore, social media serves to customers as a platform that can either inspire them to book or put them off.
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Also, social media platforms have enhanced the provision of customer services to their potential customers. Tourists no longer have to take face-to-face communication with customer care of industries offering hospitality and tourism services (Kim, Woo Gon, and Brymer 45). Companies use social platforms to interact with their clients and customers. Social platforms have thus, enabled travel and hospitality firms to reach their potential customers and give them all the details they need to know. Additionally, social media platforms have made it easier for these companies to communicate with their customers and alert others on the services they are offering without necessarily interacting with them (Tran, Vi Thi Tuong, et al. 420). Finally, the use of social media in companies has led to an increase in revenue collected.
In conclusion, the use of social media in tourism and hospitality firms has had positive impacts on their progress and success. The companies use the platforms for advertising their services, enables them to offer their customers services without physically interacting with the client, and enhanced communication with their customers. All travel and hospitality firms should consider incorporating social media into their business.
Work Cited
Kim, Woo Gon, Jun Justin Li, and Robert A. Brymer. “The impact of social media reviews on restaurant performance: The moderating role of excellence certificate.” International Journal of Hospitality Management 55 (2016): 41-51. https://doi.org/10.1016/j.ijhm.2016.03.001
Magno, Francesca, and Fabio Cassia. “The impact of social media influencers in tourism.” Anatolia 29.2 (2018): 288-290. https://doi.org/10.1080/13032917.2018.1476981
Tran, Vi Thi Tuong, et al. “An impact of social media and online travel information search in Vietnam.” Global Review of Research in Tourism, Hospitality, and Leisure Management 3.1 (2017): 414-439.