An Interview with Lucy Kemmitz, Social Media Manager, Hilton Hotels and Resorts

Sep 12, 2014


Article Image

Name With the Face: Lucy Kemmitz

Job Title: Social Media Manager

Organization: Hilton Hotels & Resorts

URL: hilton.com


Job Function

When Lucy Kemmitz stepped into the role of social media manager for Hilton Hotels & Resort, the first dedicated social position for the brand, she was able to craft her own job description. She says, "We have over 550 hotels around the world, and I have the task of training and educating each hotel in social media, working with regional teams that assist in rolling out different programs." Kemmitz works closely with a host of departments, not only in the Americas but across the world. "Making sure Hilton is top of mind in social is important not just in driving revenue, but in ensuring that guests and potential guests feel cared for," she says.

In a Day's Work

"I have a daily catchup with our guest assistance team. Then I'm training and educating our hotel and regional teams, including our hotel-level social media champions and working on our brand campaigns," Kemmitz says. She also plans content strategy with her team and agency partners, collaborates with the PR team, and develops partnerships.

Most Memorable Customer Encounter

"I get to work on red carpets and backstage for Hilton, so I was there at this year's Grammy Awards when Macklemore and Queen Latifah conducted all those weddings to show support for the LGBT [lesbian, gay, bisexual, and transgender] community. It's thrilling for me that Hilton trusts me to make decisions about how to use social media in those moments, and the tweet I sent out in support garnered the highest social engagement we'd ever gotten."

View From the Desk

"When I look up in our open office environment, I see two computer monitors, which friends call my social media command center. Beyond the digital view, I mainly see my coworkers and occasionally a team member-orchestrated ‘dance party' for a few minutes on a Friday afternoon!"

Outside Interest

"All my spare dollars go to exploring new places. I was fortunate to have parents who wanted to show me the world; it's no wonder that my wanderlust continues. Now, I get to share that with my husband and my daughter when she arrives in a few months."

If Not Econtent, Then What?

"I absolutely love the espionage world and am a major spy geek. If I find myself with spare time in [Washington,] D.C. you will find me at the [International Spy Museum] being a fangirl, meeting and chatting with ex-spies!"