how to position Colombo 5 star hotel in social media?

Hi every one
       Today i am going to evaluate srilanka Five Star hotels Brand Heath in social media.
       Hotel is service sector .it's a people processing also high contact service.srilanka is tourism country .if hotels want to keep their reputation in customer mind who want to manage social media effectively.because more than 90% customers coming from other countries.social media give help to attract new customers to business and it's very easy and cost effective method.
      i have choiced 3 of srilanka five star hotels to evaluate.

       1-Cinnamon Lakeside Hotel (My brand)
       2-Hotel Galadari (competitor)
       3-Cinnamon Grand   Hotel (competitor)

i have select 5 criteria to evaluate ..

1-Reach- Reach the number of people you reach through Social media profiles. 

2-Quality of Audience- How relevant is your reach to your target group

3-Engagement- How deeply people engage with the brand

4-Share of voice- How often people talk about your brand

5-Sentiment- How positive or negative the conversations about the brand going

   Reach

1.Facebook fan count
Cinnamon Lakeside Hotel has powerful fan base on Facebook compared to Hotel Galadari  and Cinnamon Grand . 

2.Twitter follower count
  All three Hotels have twitter accounts.but no good followers audience. Cinnamon Lakeside Hotel have 457 followers. Cinnamon Grand hotel is big one 708 follower in there.

3.Youtube channel views
  still srilnka marketers not touch youtube channel . but those hotel maintain youtube channel properly.My brand not well.but  Cinnamon Grand had big channel views ..

4.Number of other social networks the brand is active on.
   only one brand is active in these hotels.

Quality of audience

1.% of Local Fans in Facebook
5star hotel customer form everywhere .3 of hotel have big fans in sri lanka. Cinnamon Lakeside lead fan base.

2.% of good followers in Twitter
Cinnamon Lakeside 75% ,Cinnamon Grand 74%,Hotel Galadari 64% good followers base is good all hotels

Engagement goals
1.Facebook PTA as a % of Total Fans
Cinnamon Grand  is over take the Cinnamon Lakeside when it comes to PTA.Therefore Cinnamon Lakeside needs to give their attention to improve it by sharing interesting things in their social media networks specialy in Fb.

2.KLOUT Score for the Brand
Cinnamon Grand  is the only brand which is engaged in KLOUT.So  Cinnamon Lakeside needs to be a influencer in KLOUT.

Share voice

1.No of relevant results for a brand search on Google Blog Search (within top 20 links)
   hotels make occasion for enjoy peoples.within top 20 links for these brand in Google blog.

2.No of @Mentions during last 48 Hours
Cinnamon Grand hotel have 22 mentions during last 48 hours.but  Cinnamon Lakeside and Hotel Galadari are not well.it's mean Cinnamon Grand maintain twitter properly . 



Srilanka hotel industry has big competition with other Hotels. In 5stars Hotels be differentiation other hotels. Because they have competition with others.5stars customers high class customers in srilanka or others .lot of customers are using social media. Hotels must manage their social media to identify customer’s needs and wants and promote service. Cinnamon Lakeside Hotel  is very famous hotel in Colombo. But hotel have faced big competition .in social media their result is very good. Social media health score is 81.18 it is good score in social media. But they must enhance twitter and facebook audience to reach to customers. So i highlight, if we have big fan base but not talking about our brand, it’s not well. We want to something different say. So other media YouTube, blogs is helped to enhance our social media cover. Also Hotel Galadari, Cinnamon Grand Hotels are handling social media very effectively. Cinnamon Lakeside Hotel wants to differentiate to get effective result in social media.