Hilton Hotels: Social Media

Since the travel industry has taken a hit by COVID-19 in 2020, Hilton hasn’t slowed down but rather take a different direction to social media. As a company, Hilton’s goal was to keep the spirit of travel alive. Their narrative was a balance of remembering past vacation memories and the memories we will make again. Using hashtags like #hiltonmemories, we asked many people to share their photos/stories of the past and hopes for the future. Being able to interact closely and creating lasting connections is what makes Hilton different.

Without any budget to proceed with agencies, our in-house social team took over the main channels for Hilton honors and Hilton Hotels. Another adjustment we dealt with was the ever-changing travel restrictions around the world. We kept close track of current news and which countries we could or couldn’t feature. We had to be flexible and focus on the “now,” not just in the assets we’re creating but in our day to day as well.

By Q1 2021, the social team gained the largest budget out of any department. On four platforms and two accounts, we reached over 2 million people and made 20 millions in impressions. This solidifies social media’s influence on the consumer’s view and trust of any company.