Having hesiated for so long, 2012 will be the year when hotels finally adopt social media as a mainstream customer communications tool.  In this article for the Hotel Yearbook 2012, I discuss how I see the sector evolving.  You can download it here.

(Parts of this article were also syndicated by Hospitality Finance & Technology Professionals on HFTP Connect http://blog.hftp.org/social-media-in-2012-the-dawn-of-a-new-age/)