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Your Hotel Concierge Wants to Serve You Online Too

Once a guest downloads the SLS app, they can use it to order room service, book a spa appointment, set a wake-up call and more.

"It includes concierge recommendations for restaurants, night life -- it's a great resource for Angelenos," Bernstein says. "But it's also another way to meet our guests' needs for guests that may not want to pick up the phone and call housekeeping every five minutes. They could be driving back from a meeting and use the app to order a burger and have it waiting for them when they get to the hotel."

"People love SLS. It's very quirky and very whimsical," Bernstein adds. "We are really challenging this modern-day travel, applying modern technology in modern ways to accommodate the luxury traveler."

Meanwhile, in New Orleans, at the Royal Sonesta, Social Media Coordinator Colleen McCourtney has been known to act on guest's comments on the hotel's various social media outlets at all hours.

When it comes to Pinterest, the hotel began maintaining individual boards a little more than one year ago for its restaurant, jazz club, coffee shop and oyster bar. McCourtney uses the Pinterest boards primarily to post pictures that are likely to get the attention of browsers.

"We post any kind of interesting picture we have. For the restaurant's board, we have different renderings of the dining room, pictures of the kitchen, links to different articles about food, and I always put a link directing people back to the Royal Sonesta website," McCourtney says. "We use it as a tool to catch people's eye and bring them back to the hotel's website."

There is no real means however, of tracking how much interest a Pinterest board is attracting, or any sort of analytics that give businesses using it, feedback about visitors, but for McCourtney and other luxury hotel social media managers, it's worth the time and energy.

"We do track which kinds of people pin our pictures on their boards," McCourtney says. "And Pinterest is where people are. You just have to be in front of them all the time."
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