USE OF SOCIAL MEDIA FOR MARKETING(A CASE STUDY OF JW MARRIOTT, CHANDIGARH)

Social media present a golden opportunity for the hospitality industry to make greater contact with its
customers, with an ultimate goal of developing a partnership for brand growth and development. Underlying that
opportunity is the twin dangers that hospitality operators will mishandle their social media connections or that
customer (and the media themselves) will move on, leaving the industry behind. So, just as hotels and some restaurants
have built their websites, they now have to make sure that their site is optimized for search engines, have mobile apps,
and, more to the point, keep customers involved in a conversation about the operation. Although many hotel chains
have embraced mobile apps, Facebook, and other channels, others are hardly represented at all in the social media
firmament. In this paper an attempt is made to study the most effective social media for Marketing of goods and
service, the impact of social media on the customer and to know the satisfaction level of the customer regarding the
services of the JW Marriott hotel, Chandigarh.