Westin Hotel uses a mobile app and social media platforms like Facebook to engage with customers and help them explore destinations. The app acts as a digital concierge providing recommendations. They also partner with AFAR to crowdsource local insights from readers to share on their "Westin Finds" program. While Westin adopts different digital strategies, the document suggests they could further engage customers by utilizing additional new platforms.

1. ELINA GIANNECINI
ANA MARÍA GARCIA
MBA2 A

2. MOBILE APP
With the mobile app
Westin Hotel is in
touch with their
clients every moment
and everywhere to
help with any
requirement.

3. DISCOVER THE WESTIN ESSENCE
• Our Digital Concierge will show you the best
address to explore.

4. SPG APP
• They encourage the costumers to stay with the
group using the application SPG.
• Log in to your SPG account to check your
Starpoint® balance and view past, present, and
upcoming stays.

5. SOCIAL MEDIA
In order to better its guest engagement strategy, Westin Hotels &
Resorts has implemented a new social media application called
“What’s Popular Right Now”.
The application is on facebook.com/westin.

6. EXPLORE YOUR DESTINATION
At Westin, everything we do is designed
to help you make the most of your stay.
Now we even help you find great, local places near your hotel.

7. WHAT AREAS TO IMPROVE
• Westin Hotels could use another different programs
to share with the costumers, as:

8. HOW THEY SHARE
• Westin Hotels Uses AFAR Readers to Share Local Insights.
• Westin Hotels hooked up with AFAR Media this year to launch Westin
Finds, detailing local travel experiences specific to the destinations
where Westin operates. The interesting hook here is that most of the
info is crowdsourced content produced for free by AFAR readers.

9. CONCLUSION
• Westin Hotel use different ways to improve the stay
of their costumers, making it easy from the first step,
walking with them every travel or vacation.
• They use some digital platforms very easily,
however, but at the same time they could engage
more clients using new and fancy platforms.