The Hilton Effect: As Hilton Approaches 100-Year Milestone, New Research Uncovers World-Changing Impact

2018-11-14 14:58 580

As Hilton Nears its 100-Year Milestone, New Research from Best-Selling Author Chip Heath
Defines its Ongoing Influence

SHANGHAI, Nov. 14, 2018 /PRNewswire/ -- Hilton (NYSE: HLT) As Hilton heads toward a milestone 100th anniversary in 2019, new research unveils the impact the first global hotel company has had around the world, including in Greater China and Mongolia, where it is now one of the fastest-growing global hospitality companies.

In a new book titled The Hilton Effect, Stanford Business professor and best-selling author Chip Heath and business author Karla Starr present a closer examination of the company founded by Conrad Hilton, a dreamer who aspired to accomplish much more than to create a comfortable place to sleep. Amid such rapid growth, the Hilton Effect, as Heath defines it, is the positive, world-altering impact that Hilton has had, and continues to have on billions of lives and thousands of communities around the globe – pioneering new travel markets and bringing people and cultures together to make the world feel smaller, while still expanding horizons and opportunities.

Hilton Launches the Hilton Effect Campaign, kicking off its 100th anniversary of Hospitality
Hilton Launches the Hilton Effect Campaign, kicking off its 100th anniversary of Hospitality

Over the last century, Hilton has grown from a single hotel in Cisco, Texas, to nearly 5,500 hotels and 15 brands in 109 countries and territories. Standing at the helm of innovation and reform in the hospitality industry, Hilton quickly became one of the fastest growing hotel brands in the world. Hilton's hotels have hosted more than 3 billion guests since 1919 and enlisted nearly 10 million Team Members in the company's mission to fill the Earth with the light and warmth of hospitality.

"I think the world is a better place because Hilton was born into it one hundred years ago," said Christopher J. Nassetta, president and CEO, Hilton. "And if we continue to do our job, the world will be a better place because Hilton is in it for the next one hundred years."

China is the largest market outside of the U.S. for Hilton. Since its first hotel opened in 1988, Hilton has accompanied China's booming economy for 30 years with its own monumental market performance. The Hilton Effect has directly contributed to the development of China's own hospitality and tourism industry, strengthening talent cultivation, promoting sustainable development and setting the benchmark for CSR initiatives in the region.

"Hilton has been prospering and growing with the booming economy in Greater China and Mongolia for the past 30 years since we entered this market in 1988," said Qian Jin, president of Greater China and Mongolia, Hilton. "As Hilton's second largest market outside of U.S., we are committed to delivering the best hospitality to our industry in Greater China and Mongolia through our exceptional services, leading innovations and purposeful initiatives."

Please click to view the video - Growing Prosperity, Hilton Effect in China

Through extensive independent research and in-depth interviews, Heath found deeper meaning in the history and influence of the company. Heath focused on three areas that he argues define The Hilton Effect, which deeply resonates with Hilton's existence in Greater China and Mongolia:

The Hilton Effect on Guests

Hilton has influenced guests by easing travel and broadening perspectives - changing travel as we know it through a century of firsts, from air conditioning to a mobile-centric hotel room; creating the modern business travel industry; and innovating the guest experience, from the first concierge service for female travelers over 50 years ago, to unexpected moments at the breakfast bar.

In Greater China and Mongolia, Hilton desires to not only be the first choice for domestic travelers staying in internationally branded hotels, but also become front of mind for customers booking outbound travel in hotels across its global portfolio. Hilton is constantly innovating to win the hearts of Chinese customers, at home and abroad. It has introduced a portfolio of distinctive award-winning brands to meet the varying needs of different customer profiles:

  • Hilton launched the Huanying program, which establishes a set of amenity and service standards uniquely designed to make the growing number of Chinese travelers feel at home abroad.
  • For a consistent service experience with family accommodation package upgrades, Hilton launched the "China Family Fun Package". In addition, the "Mini GM" program delivers a rich parent-child interaction experience. Hilton specially provides these new offerings to meet the needs of multigenerational family travel.
  • In September 2018, Hilton released its first in-language mobile app for the China market, marking the latest in a series of digital and mobile enabled innovations as Hilton continues to attract an increasing number of Chinese travelers.
  • Hilton developed a "Hilton" WeChat Mini Program in collaboration with Tencent WeChat, which officially launched in May 2018 to improve the guest check-in experience and travel efficiency.

The Hilton Effect on Team Members

Hilton has impacted employees by fostering a powerful entrepreneurial spirit and wide-ranging career opportunities - creating a culture where it's possible for restaurant servers to become C-suite execs and for innovations to be driven from every corner of the company. Cultivating quality Team Members who deliver best-in-class service is core to Hilton's success and critical to achieving its growth ambitions.

In Greater China and Mongolia, Hilton has actively invested in and promoted talent diversification and localization. From 2016 to 2018, the proportion of female general managers in Hilton hotels in Greater China and Mongolia has increased from 10% to 20%, and the proportion of local talent working as general managers risen from 55% to 74%. In the Southwestern China, nearly 40% of Hilton Team Members are ethnic minorities. Today, there are more than 27,000 Team Members working in Hilton's hotels and corporate offices in Greater China and Mongolia, 1.5 times more than it did in 2014, demonstrating its commitment to creating opportunity.

In January this year, Hilton partnered with Sichuan Tourism College to establish the Hilton School of Hospitality Management, the second of its kind in the world and the first in the domestic market, deepening the infrastructure for talent development from the source. Hilton expects to keep pace with the industry's rapid development and attract young talent to provide support for Chengdu and export exceptional talent, boosting the profile of Sichuan Province as a global center of tourism and hospitality. Since the initial cooperation with Sichuan Tourism College in 2005, together they have provided opportunities empowering more than 300 interns to excel at Hilton hotels around the country.

Hilton is devoted to assisting more colleges in fortifying their business and hotel management programs to reach the international hospitality industry benchmark. As a 2008 graduate of a Hilton-guided program, Carol Tang stands as an outstanding representative of the success of these Hilton hospitality management college partnership programs. Currently a Team Member in Chengdu Hilton's Business Development Department, Carol has devoted her career to the hotel industry and grown with Hilton for ten years, becoming an exemplary senior manager.

The Hilton Effect on Communities and Economies

Hilton has become woven into the history, economies and infrastructure of communities all over the world, becoming indispensable focal points in the process - As an industry leader, Hilton adheres to sustainable development practices and will fulfill its corporate social responsibility strategy through a set of goals defined by "Travel with Purpose". Hilton is committed to driving positive social and environmental impact in China's hospitality industry that is revitalizing community efforts:

  • As an industry pioneer in protecting the environment and promoting community development, Hilton insists on sustainable development and strives to reduce the consumption of disposable plastic products. In 2017, Hilton banned plastic bottles from the meetings and events that it hosts, reducing 13 million plastic bottles annually.
  • Last year, Hilton partnered with the China Foundation for Poverty Alleviation to launch new social initiatives that reinvigorate underserved communities. Through this project, Hilton has supported a total of 120 community activities in 68 universities and 18 cities, causing a ripple of benefits for more than 200,000 people.
  • Hilton takes action to support its national strategies in multiple areas by hiring and training minority employees. In the Southwest region, nearly 40 percent of Hilton employees are from up to 38 ethnic minorities. 
  • Hilton has actively responded to the national Thirteenth Five-year Plan by providing extensive support for employing people with disabilities and expanding their employment opportunities. As of now, Hilton employs around 600 disabled Team Members.

The Hilton Effect, co-written by Chip Heath and Karla Starr, is available for download. Please visit official website of Hilton for more details: For Hilton Effect Video, please click here to watch.

About Hilton

Hilton (NYSE: HLT) is a leading global hospitality company with a portfolio of 15 world-class brands comprising more than 5,500 properties with nearly 895,000 rooms, in 109 countries and territories. Dedicated to fulfilling its mission to be the world's most hospitable company, Hilton earned a spot on the 2018 world's best workplaces list, and has welcomed more than 3 billion guests in its nearly 100 - year history. Through the award-winning guest loyalty program, Hilton Honors, nearly 82 million members who book directly with Hilton have access to instant benefits, including digital check-in with room selection, Digital Key, and Connected Room. Visit for more information, and connect with Hilton on Facebook, TwitterLinkedInInstagram and YouTube

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Source: Hilton