Any restaurant or hospitality business needs to monitor and actively engage customers – if it’s too time consuming for someone internally, bring on a firm to aggregate your messages and responses.
We are in the hospitality business – these days that extends to how we treat guests when they are outside our operations. You should be responsive and timely.
If there is no engagement there is no outreach, and no complete marketing plan. To use social media just to advertise and promote, without regard to guests comments or questions, is selfish and disrespectful. That’s not what our businesses stand for.
Reach out if this is too big a task with other operational responsibilities. It has to be a daily priority!