Creating Magical Moments Through Social at Hilton

Creating Magical Moments Through Social at Hilton

Author: Convince & Convert January 10, 2025 Duration: 31:00

How do you take a global hospitality brand and make it feel personal, heartfelt, and human? Dannii Ceniceros, Senior Analyst, Global Social Engagement at Hilton, reveals how his team turn trending moments into magical ones. From helping a kitten named Wisp recover safely to gifting a TikTok storyteller their dream trip to London and Paris, Hilton's social media strategy is all about social listening, staying nimble, and creating authentic emotional connections.

Full Episode Details 

Dannii joins this episode of Social Pros to share how Hilton's social media team stays nimble, leaning into trends and turning them into meaningful moments. He talks about the power of listening to what's happening online and spotting opportunities to make genuine connections with their audience. Hilton's approach is all about little actions that create lasting impressions. These efforts don't just delight current guests, they also catch the eye of future customers, putting Hilton top of mind when it matters most.

We all know social is fast and timing can be everything. Dannii explains how Hilton's team combines teamwork, social listening, and a clear game plan to act quickly when the moment is right. This approach is not about chasing every trend; it's about knowing when and how to show up in a way that aligns with your brand's values. Why? Because it creates memorable moments and magical experiences that feel personal and genuine. 

In This Episode:

  • 1:57 - Dannii's role at Hilton and his team's creative approach to online trends
  • 3:58 - How Hilton helped Wisp the kitten and turned travel stress into a heartwarming moment
  • 8:31 - ReesaTeesa's TikTok journey and Hilton's thoughtful response
  • 12:04 - Why speed and nimbleness are key in social media
  • 12:54 - Using social listening tools to identify opportunities
  • 14:15 - The importance of a vetting process for social initiatives
  • 15:52 - Leveraging data to overcome leadership resistance
  • 16:42 - Leadership's focus on aligning initiatives with Hilton's values
  • 17:46 - The story behind Hilton's viral TikTok trend
  • 20:25 - How defined processes drive Hilton's success on social
  • 22:44 - The Wicked-inspired rooms and their overwhelming success
  • 27:18 - Dannii's advice for aspiring social pros

Resources 

Visit SocialPros.com for more insights from your favorite social media marketers.


For years, Social Pros Podcast has served as an essential meeting point for those who do the real work in digital marketing. Created by Convince & Convert, this isn't a theoretical discussion; it's a deep dive into the practical realities of managing social media within larger business ecosystems. The conversations here consistently explore how platforms intersect with brand strategy, content creation, public relations, and paid media, moving beyond hype to examine measurable impact. You'll hear directly from the people behind the profiles at major organizations like Google, Reddit, Uber, and Oracle, gaining insight into their successes and the challenges they navigate daily. The longevity of this podcast is a testament to its value, offering a accumulated wealth of knowledge from hundreds of candid interviews and expert commentaries. Each episode functions like a focused case study, breaking down the "how" and "why" behind decisions that drive genuine business results. If you're looking to understand the evolving role of social media beyond the latest trend, this series provides a grounded, insider perspective that has educated a generation of marketing professionals. Tune in to hear the actual pros discuss the work that rarely makes it into a polished tweet or case study.
Author: Language: English Episodes: 100

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