Editorial Board   Guest Author

Mr. Duncan

Bill Duncan

Global Head All Suites & Focused Service Categories , Hilton

Bill Duncan serves as the global head of the All Suites and Focused Service Categories, meaning he oversees Embassy Suites by Hilton, Homewood Suites by Hilton and Home2 Suites by Hilton (All Suites) along with Hampton by Hilton, Hilton Garden Inn and Tru by Hilton (Focused Service).

In addition, Mr. Duncan oversees the Enterprise Owner Relations team, which provides an aligned global owner relations strategy, and drives owner portfolio and hotel-level performance by coordinating owner support communications, events, and recognition.

In his role, Mr. Duncan leads the integration of core management functions, and development of long-term shared operational, performance and growth strategies for the All Suites and Focused Service Categories. Collectively, the All Suites brands have a global footprint of more than 1,000 properties (one of the largest portfolios of all suites inventory in the world) while the Focused Services brands boast more than 3,200 properties worldwide.

Together, the All Suites and Focused Service categories represent the largest division of Hilton with a combined total of over 4,150 open hotels and a global pipeline of more than 1,800 properties.

In 2016, Mr. Duncan made the decision to institute soap recycling, through Hilton partner Clean the World, as a brand standard for the All Suites category. And in 2018 he did the same for Hilton Garden Inn and Hampton by Hilton. Mr. Duncan's commitment to this cause led him to join the Clean the World board in 2018.

Deeply engaged in both professional and civic organizations, Mr. Duncan has been recognized for several industry and community awards throughout his distinguished 30-year career.

Please visit http://www.hilton.com for more information.

Mr. Duncan can be contacted at +1 703-883-1000 or bill.duncan@hilton.com

Coming up in February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.