Abstract
Conrad Hilton bought his first property, the Mobley Hotel, in sleepy Cisco, Texas in 1919 for $5,000. Since those humble beginnings, the Hilton Hotel empire has grown to be one of the largest and most respected global hospitality brands. Hilton’s vision is simple and remains true to its founder, Conrad Hilton's aspirations; “to fill the earth with the light and warmth of hospitality.” As of 2021, the hotel brand has more than cashed in on Conrad’s vision. Hilton operates more than 6,500 properties, across 18 hotel brands that span 119 countries.
Since 2007, Hilton has been led by Christopher Nassetta, a seasoned hospitality industry executive (see Exhibit 1 for top management bios). Nassetta previously held a variety of senior leadership positions at Host Hotels and Resorts, Inc., a real estate investment firm focused on the hotel industry. Under his leadership, Hilton has continued to make great strides. Fortune Magazine has ranked Hilton #2 on its list of the “World’s Best Places to Work”, and Hilton remains the only hospitality brand on the list. According to Nassetta, “our team members have always been at the heart of our success, and at a time when the light and warmth we share with the world has never been more important, we remain deeply committed to showing them the same hospitality they share with our guests.”
Hilton’s mission and values not only support this dedication to its team members, but also a dedication to provide a warm experience for the more than 3 billion guests it has welcomed at its properties. According to Hilton, its mission is “to be the most hospitable company in the world – by creating heartfelt experiences for guests, meaningful opportunities for team members, and high value for owners and a positive experience in our communities.” Hilton supports its mission through six core values, using an easy to remember acrostic format from their company name, Hilton.
● Hospitality: We’re passionate about delivering exceptional guest experiences
● Integrity: We do the right thing, all the time
● Leadership: We’re leaders in our industry and in our communities
● Teamwork: We’re team players in everything we do
● Owners: We’re the owners of our actions and decisions
● Now: We operate with a sense of urgency and discipline
Document Type
Case Study
Publication Date
2022
Publisher Statement
Written by Jeffrey S. Harrison, Austen Kelso, Paul Reilly, and Will Sadler at the Robins School of Business, University of Richmond. Copyright © Jeffrey S. Harrison. This case was written for the purpose of classroom discussion. It may be duplicated or cited for educational purposes without obtaining permission from the authors.
Recommended Citation
Harrison, Jeffrey S., Austen Kelso, Paul Reilly, and Will Sadler. Hilton Worldwide Holdings Inc. Case Study. University of Richmond: Robins School of Business, 2022.
