Dear guest, let’s be e-friends!

RITIKA SHARMA /
Emirates Business

Social media has penetrated into our daily life in a big way. Especially in the UAE, aided by high rates of smart phone access, social media has become an inseparable part of our personalities. Giving social media the much deserved attention, hospitality industry in UAE is exploring the innovative side of this technology to enhance
customer experience.
From Twitter tags to Facebook posts, UAE’s hospitality industry is trying all that is possible.
Industry experts accept the fact that the social media is one of the most reliable means to predict customer choices, getting honest feedbacks and maintaining a good customer relation before, during and after the service.
In an exclusive conversation with Emirates Business, Christian Gerart, General Manager Anantara Hotels, Resorts & Spas — Sir Bani Yas Island, said, “For years hotel companies were relying on traditional media channels such as press releases or ad campaigns to communicate with guests and business associates. However, in the age of social media, the rules have changed and people today demand a more honest and direct relationship.”
He added, “The context of guest relationships has changed from trying to sell to seeking to engage and connect with the guest. It’s less about the product and selling, it’s more about experiences and engaging. Through such a social engagement online, people feel more comfortable interacting with us and value the business transparency our three Anantara resorts on Sir Bani Yas Island are providing.”
Gerart said that social media platforms such as Twitter, Facebook, YouTube, LinkedIn and many more are incredibly helpful in creating strong brands, especially in hospitality sector.
“Social media tools are an immediate and powerful representation of who we are as a lifestyle and luxury destination on Sir Bani Yas Island, and as a brand Anantara. Thus a professional appearance on all social media platforms is vital as it can support and enforce exposure, create brand awareness and strengthen our activities.” The resort is currently working on a host of social media campaigns for the coming quarters .
Through the years, thousands of guests have stayed at Le Meridien Al Aqah Beach Resort and created their special memories. And this month in a unique initiative, the resort calls all former guests to relive those precious and memorable moments’ through social media.
Patrick W. Antaki, the General Manager of Le Meridien Al Aqah, one of the most visited resorts in UAE, told Emirates Business, “We have launched the #AlAqahMoments campaign to help our customers walk back into the memory lane and relive the special Al Aqah moments they spent here. Starting from May 1 until May 30, guests are invited to post their favourite #AlAqahMoments on Facebook or Instagram using the hashtags #AlAqahMoments @LeMeridien_alaqah.”
The best posts will be awarded, with one winner picked every single day. At the end of the month, a grand prize winner will be picked.
“Social media is by far the most effective way of staying in touch with customers. Globally, in hospitality industry people are trying different ways of engaging their customers through social media apps. I feel it is also one of the quickest ways of getting feedback and it opens up a scope for genuine improvemnets,” Antaki added.