Sanjeev Nanda highlights, social media is not just a promotional tool, it is an extension for creating a great guest experience.
In today’s digital-first world, social media has revolutionized the way hospitality brands connect with their guests. No longer just a place for accommodation, hotels have transformed into experience-driven spaces where memories are made and shared online. Real-time social media engagement allows hotels to foster deep emotional connections, enhance brand loyalty, and create a compelling digital presence.
Sanjeev Nanda, a hospitality industry expert, understands the power of social media storytelling and brand-building in hospitality. “Social media is not just a promotional tool; it is an extension of the guest experience. When used correctly, it builds trust, loyalty, and a sense of belonging,” says Nanda. His insights shed light on how modern hotels can leverage these platforms effectively to stand out in a highly competitive market.
Sanjeev Nanda on Why Storytelling Matters in Hospitality
The shift from traditional marketing to experience-driven storytelling has redefined hospitality branding. Platforms like Instagram, TikTok (apart from India), and Facebook provide hotels with an opportunity to showcase their unique identities and create authentic connections.
To humanize their brand, hotels can share real-time, behind-the-scenes content, such as videos of chefs crafting signature dishes, staff preparing for grand events, or guests experiencing personalized concierge services. This transparency fosters trust and emotional engagement, making potential guests more likely to book and share their experiences.
“Hospitality is about emotions,” says Sanjeev Nanda. “When hotels showcase the human side of their business, guests feel a deeper connection and are more likely to return.” This approach shifts marketing from a promotional strategy to a storytelling experience, where guests become invested in the brand’s journey.
Engaging Guests Through User-Generated Content (UGC)
Encouraging guests to create and share content is a cost-effective strategy that boosts credibility and community engagement. Hotels can promote branded hashtags, repost guest photos, and testimonials (with permission), and reward the best UGC with discounts, upgrades, or exclusive perks.
User-generated content acts as organic marketing, as potential guests are more likely to trust real experiences over traditional advertisements. A well-executed UGC strategy can transform guests into brand advocates, spreading word-of-mouth recommendations far beyond traditional marketing reach.
Nanda notes, “People trust people more than they trust brands. When a guest shares their genuine experience online, it becomes a powerful endorsement that no paid ad can replicate. By actively engaging with user-generated content, hotels not only enhance their credibility but also build a sense of community around their brand.”
How Aesthetic Spaces Drive Social Media Engagement
Visual appeal plays a crucial role in social media-driven marketing. Hotels can create shareable moments by designing unique photo spots, incorporating branded, aesthetically pleasing décor, and offering signature drinks, themed rooms, or picturesque poolside setups. These curated spaces naturally encourage guests to share their experiences, turning them into brand ambassadors.
For instance, hotels that invest in stylish rooftop lounges, artistically plated meals, or eye-catching lobby installations often see an increase in organic guest posts. This type of visual branding allows hotels to remain at the forefront of digital conversations, enticing potential guests through a feed-worthy aesthetic.
Sanjeev Nanda on the Rise of Short-Form Content in Hospitality
Short-form video content has become a powerful tool for hotels. By leveraging Instagram Reels, TikTok, and YouTube Shorts, hotels can create quick room tours, live event coverage, and behind-the-scenes interviews with chefs, staff, or special guests.
Real-time updates on local events, promotions, and seasonal offerings add urgency and excitement, driving engagement and bookings. When guests see the vibrancy and exclusivity of a hotel experience unfold in real-time, they feel a sense of FOMO (fear of missing out), prompting them to book their stay.
“Short videos are the heartbeat of modern digital marketing. A well-crafted 15-second clip can tell a story, create an emotional response, and drive bookings all at once. Through such engaging video content, hotels can remain relevant in an era where visual storytelling dominates online interactions,” explains Sanjeev Nanda, a major name in the hospitality industry.
Social Media as a Relationship-Building Tool in Hospitality
Long-term brand loyalty requires active social engagement. Hotels can build lasting relationships by responding promptly to guest comments and messages, featuring loyal customers in highlight stories or special recognition posts, and running exclusive offers for returning guests who actively engage on social media.
When hotels prioritize relationship-building over mere promotion, they foster a sense of belonging among guests. Engaged guests are more likely to return and recommend the hotel to others, creating a cycle of loyalty and advocacy. A guest who feels valued on social media is more likely to become a lifelong patron. Through continuous engagement, hotels can nurture a dedicated online community that directly translates into increased bookings and brand loyalty.
How Perks Drive Guest Interaction
Incentivizing social media engagement can significantly boost participation. Hotels can offer free welcome drinks for guests who check in and tag the hotel online, provide dining or spa discounts for those who share posts using hotel hashtags, and run Instagram contests and giveaways to maximize guest participation.
These small incentives create a ripple effect, enhancing brand visibility and engagement across digital platforms. When guests feel rewarded for sharing their experiences, they become more inclined to promote the brand organically, creating a self-sustaining marketing cycle.
Sanjeev Nanda’s Perspective on Data-Driven Social Media Strategies
To refine social media strategies, hotels must track key engagement metrics, including likes, shares, comments, branded hashtag usage, conversion rates from social media campaigns, and the impact of social media presence on guest bookings. By analyzing this data, hotels can optimize their content strategies to ensure maximum reach and engagement. A data-driven approach helps brands understand what resonates with their audience, allowing them to fine-tune their messaging and content accordingly.
Sanjeev Nanda says, “Numbers tell a story too. Tracking social media impact isn’t just about likes and comments—it is about understanding guest behaviour and using that data to create even better experiences.” When hotels adopt an analytical approach to social media, they can refine their strategies to enhance engagement and drive revenue effectively.
Real-time social media content is no longer optional for hospitality brands; it is essential for building brand loyalty and creating immersive guest experiences. Hotels that embrace digital transformation, prioritize storytelling, and engage guests meaningfully will stay ahead in the ever-evolving hospitality landscape.
As Sanjeev Nanda highlights, “social media is an ongoing conversation between brands and guests. The more value you bring to that conversation, the stronger your relationships will be. The power of real-time engagement can be leveraged for hotels to cultivate deeper connections, enhance brand reputation, and drive long-term success.”