“Social Media in Hospitality
and Event Management”
Presented to Professional Convention Management
Association's Heartland Chapter
Today’s Agenda
• Social Media Basics• LinkedIn • Facebook• Twitter • Instagram • Email • Top 5: Social Media
Tips • Q & A
Carlos Gil
• Retail Marketing Executive • Social Media Strategist• Public Speaker• Writer and Blogger• Follow me! @CarlosGil83
Social Media BasicsSocial media is NOT sales, it’s
relationship building!
• Great for lead generation and prospecting
• Customer service and loyalty building• Brand awareness and guest experience• Responding to guest comments and
feedback
LinkedIn is an online directory, great for prospecting and making relevant
connections. Join groups!
Facebook is the most commonly used social media with 1.3 billion monthly
active users, 72% of adults visit Facebook at least once a month
Brands use Facebook as their “Social media content hub” to post engaging
pictures which create brand awareness, conversation and relevance
Twitter is excellent for 1:1 dialogue with customers/guests via “Tweets” and can
even be used to solve guest related questions or concerns in real-time through
Direct Messaging
“Dialogue builds trust and loyalty, loyalty grows sales”
Instagram is the “Hallmark Card” of social media, it tells your brand’s story in colorful pictures and short-video
Today, brands are using Instagram to engage Millennials and a younger
demographic
While social media is “Fun and engaging” don’t forget about email!
Email’s still a powerful marketing tool, best utilized to keep your
customers/prospects/guests “In the know”. Key is frequency and content that
delivers value
Top 5: Social Media Tips
1. Embrace Good and Bad Comments/Feedback
2. Use Social Media to Improve Guest Experience, Listen!
3. Respond Quickly and Positively, Always!4. Share User-Generated Content and
Posts5. Connect, Engage, Network, Repeat!
Quote for the Day
“Price drives customers in, guest experience and service keeps
customers coming back”- Carlos Gil
