It’s all about Instagram

Instagram is an online social network that allows photo and video sharing. It enables its users to take pictures and make videos, to apply digital filters to them, and share them on a variety of social networking services, such as Facebook, Twitter, Tumblr and Flickr.

A distinctive feature is that it confines photos to a square shape, similar to Kodak Instamatic and Polaroid images, in contrast to the 16:9 aspect ratio now typically used by mobile device cameras. Users are also able to record and share short videos with up to 15 seconds.

This is the formal definition, but Instagram is much more than that. Used in the right way it’s a powerful tool that makes the ordinary photographer in a professional and an artist.

Instagram was created by Kevin Systrom and Mike Krieger and launched in October 2010. The service rapidly gained popularity and in January 2014, Instagram had 150 million active users, 16 billion photos shared, 1.2 billion likes daily, 55 million photos posted daily and 7.3 daily visitors.~

One of its characteristics is the filters which allow to give each picture a unique touch. However, the most commonly used was….without filter. Within the filter usage, the one that collects the most amount of comments and likes was the Mayfair.

The #hashtags are also much appreciated and, in 2013, the favorite one was #love.

On June 20^th 2013, Instagram released a 15 second video component to its platform. Within the first 24 hours, 5 million videos were uploaded. However, Fortune 500 companies have been reluctant to adopt the video feature, so far.

The Avenida Palace had its first picture posted in June 2013. More than a year after @hotelavenidapalace has over 300 followers and more than 400 media shared. With a good mix of themes the Avenida Palace tries to show unique moments of its daily history.

Facebook

Nowadays is all about Facebook, who’s on Facebook, when, what did he/she posted, who does he/she likes, who are his/her friends?

For companies it’s the same. Everybody has to be on Facebook communicating the products, advertising, in some cases even selling. But what is the weight of Facebook in Portugal?

Some say that Facebook has reached its peak, that the initial users are leaving because of the “noise” and “garbage” that flooded the network. After the “Big Bang” that was the entrance of Facebook in the Stock Market, in May, the stocks are worth now half of what they did on the first day. One of the problems seems to be the fact that the investors don’t rely on the future of the company.

Facebook recently assumed that 83 million of the users are duplicated and it is yet to prove the efficiency of the advertising on the network.

For Portugal this doesn’t mean all that much, Hi5 was the big player in town and only now the Portuguese are turning to this new world.  According to www.socialbakers.com “Facebook penetration in Portugal is 41.79% compared to the country's population and 86.80% in relation to number of Internet users. The total number of FB users in Portugal is reaching 4.486.660 and it grew by more than 282.940 in the last 6 months.” 

The Top 5 Brands are:

Page name                                             Fans     
       
1. Nike Football Portugal                  1028302

2. tmn                                                 633675

3. Liga Portuguesa Contra o Cancro    517501

4. Vodafone Portugal                          494638

5. Optimus                                          459077

Again I think that Facebook will keep on growing in Portugal, but many of us are already waiting for the next big thing.

Well...2012

I seems that this is the year of all fears, economically, socially and touristically. But I think we should leave fear for the politicians, we should stick with hope and optimism.

Economies across Europe are facing a big trouble, unemployment is just around the corner, but, nevertheless, people are still travelling. A recent survey stated that even with less money to spend, one of the thinghs that families won't stop doing is taking vacations. Everyone needs their time to relax and to take a break, we just have to be prepared to work harder to be worthy of the clients' choice.



Of course it's not going to be easy, it will take a lot of work, and we can't just leave it to luck "she" won't solve it. This is the thrill, new challenges, and new obstacles to overcome. It's a year of opportunities, opportunity to innovate, to change, to improve, to adapt and to renovate...only the best will prevail.

For us 2012 will be a year of challenges also, the challenge of continuing to provide a high and personalized quality service, the challenge of keeping well mainteined and up-to-date facilities, the challenge of keeping the rates according to our principles and the challenge of promoting Lisbon as one of the Top destinations in Europe.

This year we will reinforce our investiment on cultural events, Recitals, a partnership with Instituto Piaget and Opera Concerts, with Maestro Costa Campos.

A new Website will be launched, presenting a new and fresh image of the Avenida Palace, featuring also the possibility os exclusive promotions for all Twitter and Facebook fans.

As you can see, not all news is bad news for 2012!

For all of you:

TripAdvisor...Good or Evil?

" -I want the truth! - You can't handle the truth!"

A recent article from 4Hoteliers stated that Tripadvisor continues to grow, having now over 45 Million reviews.

In August 2010, when TripAdvisor became the world's larger travel site, with 40 million monthly users, a "guru" anticipated that this should be the peak of TripAdvisor and, almost one year later, it keeps on growing and maintaining an important role on the decisions that travelers and hoteliers make every day.

No one can undermine the importance of TripAdvisor in the tourism business, travelers use it for decision making and hoteliers use it as good publicity.

At this point, there shouldn't be a lot to learn about TripAdvisor. It is known that besides the fake reviews made by the establishments themselves or by the competitors, that the system/algorithm can be manipulated. But, in its essence, TripAdvisor states the true and this is what some hoteliers can't admit, and they hide behind these excuses and don't use the tools made available to them.

They all talk about the injustice of some reviews but don't even bother to reply.

They all talk about the unfairness of a certain hotel that is ranked 1st place all the time, but they don't motivate the clients to write about their experience.


They all talk about the lack of content about the hotel, but they don't register themselves as managers, in order to update their information or even be part of the Business Listings.

Last year, while participating of a workshop promoted by TripAdvisor, I run into this old couple owner of a small property on the country, who had driven 200km, literally to "kill" the man from TripAdvisor. According to them he was the responsible for a bad review made by the customer.

This is the perfect picture of what is going on. Managers, owners... they simply don't care, they think they are above it, but guess what?... they aren't.

So, in the end, it is pointless to try to point the finger at TripAdvisor, for destroying an establishment's popularity, it is profitable to work with TripAdvisor and take advantage of all the available tools.

Concierge/Reception or Front Office?

This is a question that many General Managers have made while facing the current crisis but, unfortunately, the elimination of the Concierge and the Reception desk into one big Front Office has been a tendency for some years now.

The majority of General Managers in the hurry of increasing the profits decided to lower the costs, starting by the staff, and the front of the house was where the change was more visible. By combining both departments they were able to cut 1/3 of the workers. In theory, this is a good idea. They hoped that the new Front Office employee could combine the skills of the Concierge and Receptionist and become a more dynamic and pro-active worker that could provide valid results.

I totally support this idea for 3 and 4 stars hotels, but 5 stars?

Not long ago, I was watching our Head Concierge and noted that there was a Brazilian couple that spends every morning more or less one hour by his desk. I became aware that the conversation was not only about advices and recommendations but also about history, politics and much more. The Concierge, in this case with 40 years of experience, was sharing his knowledge with the guests, and they were receiving it like children in a school bench.

I finally realized that these conversations were part of the client's "Lisbon experience". This is the way that it should be. Of course, not every guest wants it or needs it but, in a hotel like ours, it's imperative to have a Concierge's desk.

Only those who are specialized and experienced in concierge service are able to connect with the customer and design a plan for a "City break" or a long stay. They will be able to help you choose what restaurant to book, because they've been there and they've tasted the food. They will help you decide which are the most important sights to see, if you are short on time.

It's clear now that something that was standard a few years ago (Reception/Concierge) it's now an added value. Some of the new 5 stars hotels have only one desk. I strongly doubt that they will have the time or the knowledge to spend 1 hour, every day, "educating" a guest about Lisbon.

On the economic side this may not be the best solution but on the service side this is the only solution.

Concierge... here to stay!