BRAND LESSONS: Hilton Worldwide, Authentic Social Engagement Through Empowered Employees by Vanessa Sain-Dieguez, Hilton Worldwide

Learn how Hilton Worldwide is empowering employee advocates to engage in social media and create authentic one to one relationships with potential and existing guests alike through its twitter handle Hilton Suggests. Vanessa will discuss how this program came to be and the success they have seen from authentic engagement.

Vanessa Sain-Dieguez works for Hilton and is their Social Media guru. Hilton trains its employees to use social media to take care of their customers. Recommends a “how-to” guides for organizations to use for their employees for social media. Hilton did a comprehensive study on using social media with their guests and one of the interesting notes is that customers don’t just expect businesses to “listen”, but they expect them to “act”. 

Hilton has empowered their employees to advocate their services to their guests with their extensive market knowledge online. They aren’t afraid to jump into a conversation. Most people are fine with it. They are obviously doing a good job of using advanced search and having keyword trackers set-up. Very impressive!

Definitely an eye opening presentation by Vanessa. Really showed a lot of ways to be part of the conversation in other areas besides hotels. A lot of examples of how Hilton recommends restaurants. No doubt people that were helped through social media will stay at Hilton brand hotels in the future.  

 Considering doing a Social Engagement program?

1. Get your attorney involved! 
2. Recruit the right people.
3. Training is very important. Know the tools and use best practices. Ongoing trainings. New trends. 
4. Motivation – How to keep your employees motivated? Know your employees and what motivates them.
5. Daily Management