When it comes a hotel’s social media channels, there may be more than one staff member you want to assign to either post or monitor the accounts. Luckily, on channels such as Facebook and Google+ hotels can assign various page roles that will give users different permission levels based on the tasks they need to complete. Here is a closer look at the different page roles each channel offers and how to grant permissions:
Facebook allows users to assign 5 different roles for access:
- Admin- Full control over the page including posting, creating ads, assigning page roles, editing information, access to insights, sending messages, and more. Admins also have the power to delete the page, delete other users (including other Admins) so choose carefully.
- Editor- One step below Admin. Editors have all of the same privileges of Admins, except they cannot assign page roles and cannot delete the page.
- Moderator- This role has the ability to post, delete comments, respond, send messages, create ads, and access insights, however they do not have permission to edit the page information.
- Advertiser- If you wish to grant a user access to create advertisements for your page, without having access to post and send messages, assign them the role of Advertiser. This role will also have access to insights in order to track progress.
- Analyst- This role is reserved for those who will only be analyzing posts. Analysts have the ability to view who created a post (without being able to post themselves) and have access to insights. They do not have permission to post or send messages.
To assign a page role to a new user, click ‘Settings’ at the top right of the screen.
Next, on the left menu click ‘Page Roles.’
On the right column, you will be able to see all the current users who have access to the Facebook page and the page roles they have been assigned. To add a new user, enter an email address that is attached to a personal Facebook page. Click the little drop down button to choose the type of persmissions you would like to assign to the user.
The user will be able to access the hotel’s Facebook by logging onto their personal page. After logging in, they must click the drop down arrow at the top right of the page. In the drop down menu, they will see the hotel’s name. To access the page, simply click on the hotel.
On Google+, businesses can assign 3 different page roles:
- Owner- Unlike Facebook where you can assign multiple Admins, Google+ can only have 1 owner. The owner has full control over the listing and can edit the page information, post updates, respond to reviews, assign new managers, manage YouTube videos, monitor insights, and delete the page. It is best to have the Owner access attached to an email address that stays with the hotel, to prevent forever losing access if an employee leaves.
- Manager- Access to same page features as Owner, but cannot delete the listing or add/remove managers.
- Communications Manager- Can post updates, respond to reviews, and view insights. Unlike a Manager, they cannot manage YouTube and cannot edit any profile information.
Only the page owner can add or remove managers, so first sign into the Gmail account that is attached to the hotel’s Google+ Local page. Once on your hotel’s page, click the drop down menu on the left hand side and click on ‘Settings.’
Next, click ‘Managers’ on the top middle of the screen. This will show you all the current Managers of the page as well as their page role.
Click the button on the right that says ‘Add Managers.’ A pop up will appear asking you to add the email addresses of the people you wish to make a manager of the page. Keep in mind this must be a Gmail account.
After you click ‘Invite’, that person will receive an email asking them to accept. Once they accept, they can access the hotel’s page by clicking on the avatar icon at the top right of the page on their Gmail account and then clicking ‘View Profile.’
If the user has never accessed Google+ from their account before, they may have to go through a few setup questions. Adding friends, a profile photo, or anything else is not necessary. Once on their profile page, they can click the avatar at the top right once more and they will see hotel’s name in the drop down. They can click the hotel in order to access the page.
Twitter & Pinterest
Currently, Twitter and Pinterest do not offer a way to assign different page roles. There is only one way to login to these channels, and everyone must use the same login information. One workaround for Twitter is by using social media tools such as Hootsuite, which allows users to post, reply to tweets and messages, and monitor mentions without having access to other admin functions such as changing the email address or deleting the account.
Oftentimes, hoteliers find that social media takes a lot more work than simply posting a hotel special every now and then. An effective social media campaign requires a well-thought-out strategy, consistency, and the ability to keep up with changes and new features. If you decide to hire a hotel marketing agency to handle social media, be sure to assign the appropriate page roles based on the tasks that the company will be performing.
Don’t forget to keep track of who has access to which channels, and be sure to delete any page permissions once employees no longer work for the hotel.