Hilton Leaders on Hilton’s All-Inclusive Takeover Plan!

0:00:01.048 --> 0:00:01.268 All right, 0:00:01.389 --> 0:00:04.232 so did you plan to be in Hilton 0:00:04.352 --> 0:00:06.435 Head when we're doing a Hilton show? 0:00:06.456 --> 0:00:06.435 100%. 0:00:10.601 --> 0:00:11.362 That's why you're at the 0:00:11.442 --> 0:00:11.983 head of the class. 0:00:12.003 --> 0:00:12.522 I'm Anthony. 0:00:12.704 --> 0:00:13.984 Welcome to No Vacancy Live. 0:00:14.346 --> 0:00:15.207 That's my friend, Glenn. 0:00:15.387 --> 0:00:16.147 You're watching the number 0:00:16.228 --> 0:00:17.550 one show in hospitality. 0:00:31.589 --> 0:00:33.192 Welcome to No Vacancy Live. 0:00:33.231 --> 0:00:33.531 Of course, 0:00:33.572 --> 0:00:35.375 we've got Anthony Melchiorri over there. 0:00:35.594 --> 0:00:36.756 I'm Glenn Hausman. 0:00:37.076 --> 0:00:37.899 Thanks for spending some 0:00:37.959 --> 0:00:38.820 time with us today. 0:00:38.920 --> 0:00:39.941 Anthony, great to see you. 0:00:40.262 --> 0:00:41.723 How fun it is that you're at 0:00:41.844 --> 0:00:43.767 a speaking gig in Hilton Head, 0:00:43.847 --> 0:00:45.069 and I'm dreaming about 0:00:45.109 --> 0:00:46.310 being at an all-inclusive 0:00:46.350 --> 0:00:47.152 Hilton in Mexico. 0:00:47.811 --> 0:00:48.512 Listen, you know, 0:00:48.572 --> 0:00:50.152 I knew Hilton was going to be on today, 0:00:50.173 --> 0:00:50.893 so I said, 0:00:51.353 --> 0:00:54.094 go get myself a keynote in Hilton Head. 0:00:56.854 --> 0:00:57.054 Great. 0:00:57.234 --> 0:00:57.454 You know, 0:00:57.475 --> 0:00:58.956 when you do these and you... I've 0:00:59.375 --> 0:01:00.515 done them. 0:01:00.896 --> 0:01:02.176 You know, I write... 0:01:03.393 --> 0:01:04.694 The new what I'm going to 0:01:04.754 --> 0:01:06.215 say every single time I 0:01:06.234 --> 0:01:07.557 don't have a canned speech 0:01:08.737 --> 0:01:09.879 like 40 hours sometimes 0:01:09.918 --> 0:01:10.638 takes a long time. 0:01:10.819 --> 0:01:12.441 My assistant really helps me. 0:01:13.481 --> 0:01:14.983 But when you click and you 0:01:15.022 --> 0:01:16.424 get a standing ovation and 0:01:16.543 --> 0:01:18.486 you get off stage and you're like, like, 0:01:18.585 --> 0:01:20.046 you just don't want to get off the stage. 0:01:20.307 --> 0:01:20.947 Like, it's worth it. 0:01:21.048 --> 0:01:21.447 It was fun. 0:01:21.688 --> 0:01:23.849 It was for the governance 0:01:23.890 --> 0:01:25.751 conference and all the 0:01:25.792 --> 0:01:27.614 tourism people and hotel people here. 0:01:27.653 --> 0:01:28.915 And it was absolutely fun. 0:01:29.593 --> 0:01:30.775 Yeah, that is awesome. 0:01:31.174 --> 0:01:31.495 I love it. 0:01:31.536 --> 0:01:32.215 Well, good for you. 0:01:32.236 --> 0:01:34.037 I love those kinds of things. 0:01:34.097 --> 0:01:35.019 And honestly, 0:01:35.218 --> 0:01:36.459 there's nothing better than 0:01:36.579 --> 0:01:40.063 feeling when you connect with a group, 0:01:40.382 --> 0:01:40.644 right? 0:01:40.963 --> 0:01:42.584 And you can feel that energy 0:01:42.825 --> 0:01:43.745 going back and forth. 0:01:43.805 --> 0:01:45.388 I came over, you know, staying online, 0:01:45.408 --> 0:01:46.728 taking pictures, and this gentleman said, 0:01:47.228 --> 0:01:48.510 it was very relevant to 0:01:48.531 --> 0:01:49.510 what I'm dealing with every day. 0:01:49.551 --> 0:01:49.811 And he said, 0:01:49.852 --> 0:01:50.572 you just gave me the greatest 0:01:50.591 --> 0:01:51.272 compliment you can give 0:01:51.313 --> 0:01:52.414 anybody that gets on stage. 0:01:52.853 --> 0:01:53.075 Mm-hmm. 0:01:53.734 --> 0:01:55.376 I write it for the audience 0:01:55.516 --> 0:01:57.218 because it's relevant to 0:01:57.278 --> 0:01:58.058 what you're thinking about. 0:01:58.338 --> 0:01:58.819 If I'm talking about 0:01:58.838 --> 0:01:59.939 something that has nothing to do with you, 0:02:00.301 --> 0:02:02.141 just to get through the speech, 0:02:02.162 --> 0:02:03.322 what the hell is the difference? 0:02:03.382 --> 0:02:04.343 So anyway, 0:02:04.864 --> 0:02:07.305 and I show them a preview of our 0:02:07.346 --> 0:02:08.146 new show coming out, 0:02:08.167 --> 0:02:09.889 which will be dropped in June. 0:02:09.929 --> 0:02:10.808 You'll see all over my 0:02:10.889 --> 0:02:11.810 social media very soon. 0:02:11.830 --> 0:02:12.531 Awesome. 0:02:12.830 --> 0:02:13.512 I can't wait. 0:02:13.852 --> 0:02:15.052 One other thing I cannot... 0:02:15.473 --> 0:02:16.093 wait for. 0:02:16.114 --> 0:02:17.254 I've been waiting to do this 0:02:17.314 --> 0:02:18.336 show for a while. 0:02:18.415 --> 0:02:20.116 My goodness, how long has it been? 0:02:20.157 --> 0:02:21.397 Nearly as long as this guy's 0:02:21.418 --> 0:02:22.179 probably been running 0:02:22.658 --> 0:02:23.539 Hilton Hotels and Resorts. 0:02:23.560 --> 0:02:25.002 We got a twofer today. 0:02:25.042 --> 0:02:26.062 We got Leonard Goulds, 0:02:26.603 --> 0:02:28.003 global brand leader with 0:02:28.044 --> 0:02:29.405 Hilton Hotels and Resorts, 0:02:29.485 --> 0:02:31.727 and the incredible Nicole Tilzer, VP, 0:02:31.967 --> 0:02:34.349 all-inclusive and resort strategy. 0:02:35.129 --> 0:02:38.073 Leonard, we'll see how it goes. 0:02:38.193 --> 0:02:40.275 You could be as incredible as her today. 0:02:40.514 --> 0:02:40.914 No way. 0:02:40.975 --> 0:02:42.056 I'm not even going to try. 0:02:42.116 --> 0:02:44.758 And as you can tell, I'm the Grinch today. 0:02:44.979 --> 0:02:47.141 So happy Valentine's to all your viewers. 0:02:47.162 --> 0:02:49.584 But really great to see both of you today. 0:02:49.984 --> 0:02:51.044 Happy Valentine's Day to you. 0:02:51.064 --> 0:02:52.347 And I'll tell you what, Leonard, 0:02:52.366 --> 0:02:53.007 the first time we met, 0:02:53.106 --> 0:02:54.268 I felt a love connection 0:02:54.307 --> 0:02:55.530 with you because you are 0:02:55.889 --> 0:02:57.191 just right on with your 0:02:57.230 --> 0:02:59.272 kind of spirit of hospitality. 0:02:59.332 --> 0:03:00.775 And I absolutely love that. 0:03:01.175 --> 0:03:03.037 And I just want to start right here. 0:03:03.197 --> 0:03:03.497 How – 0:03:04.198 --> 0:03:06.218 Freaking cool must it be to 0:03:06.258 --> 0:03:07.658 be the global brand leader 0:03:07.778 --> 0:03:08.979 of one of the most iconic 0:03:09.158 --> 0:03:10.840 hotel brands there is. 0:03:10.879 --> 0:03:12.819 That's pretty heady stuff right there, 0:03:12.860 --> 0:03:13.219 I'd say. 0:03:13.800 --> 0:03:15.140 It's an incredible privilege. 0:03:15.540 --> 0:03:16.621 I'd like to think it's the 0:03:16.640 --> 0:03:18.581 most iconic brand out there. 0:03:18.581 --> 0:03:19.942 105 years young with another 0:03:20.062 --> 0:03:21.242 hundreds of years of 0:03:21.342 --> 0:03:22.402 amazing years ahead of us. 0:03:23.413 --> 0:03:24.933 Yeah, it's been an incredible ride, 0:03:25.014 --> 0:03:26.034 an incredible brand, 0:03:26.294 --> 0:03:27.675 and our teams are just the 0:03:27.716 --> 0:03:28.735 heroes of the story no 0:03:28.776 --> 0:03:29.937 matter where I go in the world. 0:03:30.056 --> 0:03:31.798 So, yeah, really great to be here, 0:03:31.818 --> 0:03:32.618 Glenn and Anthony, 0:03:32.679 --> 0:03:33.719 and I look forward to 0:03:33.740 --> 0:03:34.780 spending time with you today. 0:03:35.159 --> 0:03:35.841 It's so iconic, 0:03:35.881 --> 0:03:38.282 it's got a town named after Hilton. 0:03:38.763 --> 0:03:40.343 And how does it feel to be 0:03:41.123 --> 0:03:43.025 voted the best place to work? 0:03:44.165 --> 0:03:46.206 It feels, I got to tell you, 0:03:46.247 --> 0:03:47.548 as you go around and spend 0:03:47.587 --> 0:03:48.408 time with our teams, 0:03:50.003 --> 0:03:50.864 It's an incredible feeling 0:03:50.883 --> 0:03:51.985 because everyone is part of it. 0:03:52.705 --> 0:03:54.544 It's something that truly unites us, 0:03:54.765 --> 0:03:56.026 the spirit, the culture, 0:03:56.545 --> 0:03:57.306 the engagement that our 0:03:57.325 --> 0:03:59.046 team members have truly around the world. 0:04:00.426 --> 0:04:01.407 So people are just excited 0:04:01.447 --> 0:04:02.307 to be here and it 0:04:02.328 --> 0:04:03.568 reinforces all the great 0:04:03.587 --> 0:04:05.647 things that we've been building as a team, 0:04:05.868 --> 0:04:07.008 whether it's Nicole with 0:04:07.028 --> 0:04:08.829 the resorts and all 0:04:08.848 --> 0:04:10.789 inclusive teams and all of 0:04:10.949 --> 0:04:12.969 our operations teams that 0:04:13.009 --> 0:04:14.691 are leading tens and 0:04:14.751 --> 0:04:15.591 hundreds of thousands of 0:04:15.651 --> 0:04:16.451 people around the world. 0:04:16.571 --> 0:04:18.151 It's an incredible 0:04:19.848 --> 0:04:21.591 Rewards for all the great 0:04:21.651 --> 0:04:22.754 work our team members and 0:04:22.795 --> 0:04:23.637 leaders have been doing. 0:04:24.932 --> 0:04:27.233 yeah I i I agree anthony you 0:04:27.312 --> 0:04:27.973 uh you look like you're 0:04:27.992 --> 0:04:29.492 gonna say something uh 0:04:29.512 --> 0:04:30.213 glenn because you're really 0:04:30.233 --> 0:04:31.254 good at what's the award 0:04:31.274 --> 0:04:33.153 they won for best uh place 0:04:33.173 --> 0:04:34.855 to work uh forbes best 0:04:34.975 --> 0:04:37.194 place to forbes a great 0:04:37.235 --> 0:04:41.617 place to work number one um 0:04:41.697 --> 0:04:44.557 number one right I'm just 0:04:44.598 --> 0:04:45.298 putting things together 0:04:45.317 --> 0:04:46.218 because anthony is going to 0:04:46.237 --> 0:04:47.538 be at the forbes event uh 0:04:47.677 --> 0:04:48.899 in the week after next as a 0:04:48.918 --> 0:04:49.338 matter of fact 0:04:49.699 --> 0:04:52.841 Interesting is it's not about hotels. 0:04:53.100 --> 0:04:54.201 It's a business. 0:04:54.401 --> 0:04:55.903 It's the best business to work at. 0:04:55.942 --> 0:04:57.983 And that was pretty amazing. 0:04:58.165 --> 0:05:00.005 And what a tribute to you and your team. 0:05:00.045 --> 0:05:01.567 And I know if I was choosing 0:05:01.607 --> 0:05:02.627 to work at a brand, 0:05:03.187 --> 0:05:06.250 that would make a big deal for me to say, 0:05:06.329 --> 0:05:07.170 what's under the hood here? 0:05:07.230 --> 0:05:08.190 Why is everybody like 0:05:08.230 --> 0:05:08.971 working here so much? 0:05:09.432 --> 0:05:11.593 So I'd imagine that's a big thing. 0:05:12.738 --> 0:05:13.540 A big feather in your cap. 0:05:13.560 --> 0:05:13.839 Nicole, 0:05:13.879 --> 0:05:15.721 how has that changed things when 0:05:15.740 --> 0:05:16.661 you guys were voted that? 0:05:16.682 --> 0:05:18.642 I mean, when you're interviewing people, 0:05:18.663 --> 0:05:19.803 do they feel like, hey, 0:05:19.843 --> 0:05:20.985 I want to know why it's an 0:05:21.004 --> 0:05:21.485 important place? 0:05:22.326 --> 0:05:22.805 Honestly, 0:05:22.826 --> 0:05:24.747 I wouldn't say that it changed 0:05:24.807 --> 0:05:25.709 anything because this was 0:05:25.749 --> 0:05:27.589 our day-to-day culture to begin with. 0:05:27.730 --> 0:05:29.011 So it's fantastic to be 0:05:29.091 --> 0:05:30.331 recognized as that. 0:05:30.752 --> 0:05:33.473 But this is how we found a 0:05:33.533 --> 0:05:36.156 pride and excitement naturally. 0:05:36.576 --> 0:05:37.836 So people bring it up. 0:05:37.958 --> 0:05:40.218 Every resort, every hotel that we go to, 0:05:40.319 --> 0:05:41.199 we celebrate it. 0:05:41.615 --> 0:05:42.817 but it really hasn't changed 0:05:42.877 --> 0:05:43.956 anything because to us, 0:05:44.057 --> 0:05:45.677 this is not to sound trite, 0:05:45.697 --> 0:05:46.778 but it's business as usual. 0:05:47.158 --> 0:05:48.259 This is the hospitality that 0:05:48.300 --> 0:05:49.300 we want to bring to people 0:05:49.339 --> 0:05:50.440 spreading the light and warmth. 0:05:50.500 --> 0:05:51.221 It's who we are. 0:05:51.862 --> 0:05:53.122 And the biggest thing that I 0:05:53.182 --> 0:05:54.843 hear when we've brought on 0:05:54.862 --> 0:05:55.764 a new team member, 0:05:55.803 --> 0:05:56.805 they've gone through interviews, 0:05:57.245 --> 0:05:57.944 they've been here a few 0:05:57.964 --> 0:05:58.826 weeks and they all say 0:05:59.305 --> 0:06:01.406 everyone is in reality as 0:06:01.487 --> 0:06:02.588 nice and as welcoming and 0:06:02.627 --> 0:06:03.708 as helpful as they were in 0:06:03.728 --> 0:06:04.309 the interviews. 0:06:04.588 --> 0:06:05.610 And I think that's really 0:06:05.930 --> 0:06:06.790 the sign of success. 0:06:06.850 --> 0:06:07.990 So it hasn't changed. 0:06:08.375 --> 0:06:08.896 how we are, 0:06:08.915 --> 0:06:10.117 it hasn't changed how we operate. 0:06:10.237 --> 0:06:13.059 It's given us a fun reason to celebrate, 0:06:13.439 --> 0:06:14.439 but it's more of, 0:06:14.940 --> 0:06:16.161 it's just nice to see other 0:06:16.201 --> 0:06:17.762 people recognizing the hard 0:06:17.822 --> 0:06:19.803 work that our people put in every day. 0:06:20.384 --> 0:06:21.685 I will say one of the cool 0:06:21.725 --> 0:06:23.185 things about seeing the 0:06:23.245 --> 0:06:24.466 great corporate culture 0:06:24.507 --> 0:06:25.728 that you all have is seeing 0:06:25.788 --> 0:06:28.009 how long people stay with 0:06:28.048 --> 0:06:28.889 the company and the 0:06:29.009 --> 0:06:30.071 opportunities they're 0:06:30.091 --> 0:06:32.552 allowed to grow into, right? 0:06:32.812 --> 0:06:32.992 Leonard, 0:06:33.012 --> 0:06:34.494 what was your first job when you 0:06:34.514 --> 0:06:35.834 were with Hilton? 0:06:37.052 --> 0:06:37.252 Well, 0:06:37.273 --> 0:06:38.533 I thought you were going to ask me 0:06:38.574 --> 0:06:39.595 what my first job was when 0:06:39.615 --> 0:06:41.235 I started in hospitality. 0:06:41.475 --> 0:06:43.276 I'd like to get there for sure. 0:06:43.357 --> 0:06:44.478 So either one. 0:06:44.517 --> 0:06:45.819 Which one do you want to start with? 0:06:45.838 --> 0:06:46.119 All right. 0:06:46.158 --> 0:06:46.920 Let's start with the first 0:06:46.959 --> 0:06:47.880 job in hospitality. 0:06:48.021 --> 0:06:49.281 The first job in hospitality 0:06:49.321 --> 0:06:50.362 was sweeping the parking 0:06:50.401 --> 0:06:52.142 lot of a Best Western in Bellingham, 0:06:52.182 --> 0:06:52.663 Washington. 0:06:53.184 --> 0:06:54.004 No way. 0:06:54.564 --> 0:06:56.545 And I believe the former 0:06:56.586 --> 0:06:57.646 president of Best Western's 0:06:57.666 --> 0:07:01.168 first job was at the Hilton in Honolulu, 0:07:01.449 --> 0:07:02.389 as a matter of fact. 0:07:02.629 --> 0:07:04.190 One big family, right? 0:07:04.831 --> 0:07:05.271 Yeah. 0:07:05.291 --> 0:07:06.173 Nicole, how about yourself? 0:07:06.812 --> 0:07:08.194 so actually coming to hilton 0:07:08.334 --> 0:07:09.295 is my first job in 0:07:09.355 --> 0:07:10.956 hospitality I bounced 0:07:11.016 --> 0:07:12.458 around and was at some big 0:07:12.538 --> 0:07:15.201 cpg companies doing more uh 0:07:15.480 --> 0:07:17.242 traditional brand marketing 0:07:17.283 --> 0:07:18.182 and brand management and 0:07:18.204 --> 0:07:19.244 then when I came over to 0:07:19.305 --> 0:07:20.946 hilton it was a fantastic 0:07:21.005 --> 0:07:22.127 opportunity to blend 0:07:22.466 --> 0:07:23.507 everything that I learned 0:07:23.708 --> 0:07:24.629 in classical brand 0:07:24.668 --> 0:07:25.750 management brand marketing 0:07:26.110 --> 0:07:27.151 and bring it to a space 0:07:27.172 --> 0:07:28.192 that I had a personal love 0:07:28.233 --> 0:07:29.954 for and I joined hilton 0:07:30.153 --> 0:07:31.375 leading our destination 0:07:31.415 --> 0:07:32.776 marketing team in new york 0:07:33.357 --> 0:07:35.197 And I am a born and raised New Yorker, 0:07:35.257 --> 0:07:36.139 very proud of that. 0:07:36.278 --> 0:07:37.439 And so for me, 0:07:37.500 --> 0:07:38.819 I was able to say I'm the 0:07:38.860 --> 0:07:40.401 best candidate for this job for X, Y, 0:07:40.420 --> 0:07:40.961 Z reason. 0:07:41.262 --> 0:07:41.922 And you're not going to find 0:07:41.942 --> 0:07:43.223 a more passionate New Yorker. 0:07:43.343 --> 0:07:44.062 And then that's really 0:07:44.103 --> 0:07:45.564 translated into you're not 0:07:45.584 --> 0:07:46.185 going to find a more 0:07:46.225 --> 0:07:50.766 passionate hotelier and resort supporter. 0:07:51.127 --> 0:07:51.327 Anthony? 0:07:51.348 --> 0:07:53.809 I'm a New Yorker growing up in Brooklyn. 0:07:54.288 --> 0:07:55.310 Please don't tell me you're 0:07:55.329 --> 0:07:56.110 a New Yorker and then say 0:07:56.130 --> 0:07:56.831 you grew up in Buffalo. 0:07:57.653 --> 0:07:58.894 I was born in Queens, 0:07:59.115 --> 0:08:01.694 grew up on Staten Island, went to NYU, 0:08:01.714 --> 0:08:02.596 lived in Manhattan. 0:08:02.615 --> 0:08:03.696 My dad's from the Bronx. 0:08:03.735 --> 0:08:04.836 My mom's from Brooklyn. 0:08:04.896 --> 0:08:05.997 We are New Yorkers. 0:08:06.317 --> 0:08:07.617 I forget about it. 0:08:07.637 --> 0:08:08.997 We're all good over here then. 0:08:09.257 --> 0:08:11.038 But do you live in the D.C. 0:08:11.237 --> 0:08:12.678 area by headquarters? 0:08:13.218 --> 0:08:14.139 I do live in the D.C. 0:08:14.218 --> 0:08:14.538 area. 0:08:14.559 --> 0:08:17.620 So good luck with the bagels down there. 0:08:17.759 --> 0:08:20.942 Oh, we don't even bother. 0:08:20.982 --> 0:08:21.982 That's what we go home for. 0:08:22.502 --> 0:08:24.543 So back up to some more of the, Anthony, 0:08:24.663 --> 0:08:25.302 you want to go for it? 0:08:25.702 --> 0:08:26.983 There's a new place in New 0:08:27.043 --> 0:08:29.545 York that all the TikTok 0:08:29.565 --> 0:08:30.747 kids are running to. 0:08:30.927 --> 0:08:31.567 And I went there. 0:08:31.608 --> 0:08:32.668 I just happened to be on the block. 0:08:33.470 --> 0:08:34.410 And they give you the bagel 0:08:34.431 --> 0:08:35.491 in the bag and the cream cheese. 0:08:35.792 --> 0:08:36.592 And they don't cut the bagel. 0:08:36.613 --> 0:08:37.673 They don't put the cream cheese on. 0:08:38.073 --> 0:08:39.936 And there's lines out the door, right? 0:08:40.015 --> 0:08:42.898 And every 18, 25-year-old kid is out there, 0:08:42.918 --> 0:08:43.558 including my kids. 0:08:44.239 --> 0:08:44.979 And I happened to be on the 0:08:44.999 --> 0:08:46.399 block and it was like, I don't know, 0:08:46.419 --> 0:08:47.100 there's no line. 0:08:47.139 --> 0:08:48.660 And I went in and said, let me try it. 0:08:49.061 --> 0:08:51.042 So you have to buy at least three bagels. 0:08:51.361 --> 0:08:53.442 And three bagels were like $16. 0:08:53.743 --> 0:08:55.823 And I had to be in my car 0:08:55.844 --> 0:08:56.585 and I had to slice the 0:08:56.605 --> 0:08:58.085 bagel and put the cream cheese on myself. 0:08:58.565 --> 0:08:59.525 And you know what it was? 0:09:00.186 --> 0:09:02.346 It was a good bagel that you 0:09:02.366 --> 0:09:04.288 would find in a good bagel store. 0:09:04.668 --> 0:09:05.528 It wasn't the best. 0:09:06.008 --> 0:09:07.009 It wasn't unbelievable. 0:09:07.349 --> 0:09:08.568 My local bagel store, 0:09:08.589 --> 0:09:10.129 there's five in my neighborhood, right? 0:09:10.509 --> 0:09:11.389 There's five in my neighborhood, 0:09:11.710 --> 0:09:12.591 and there's one that's the 0:09:12.630 --> 0:09:15.812 best I've ever had, and it's not good. 0:09:15.851 --> 0:09:17.131 I mean, it's amazing, 0:09:17.152 --> 0:09:18.293 but the one that I had, 0:09:18.653 --> 0:09:20.014 if you're from out of New York, 0:09:20.033 --> 0:09:20.313 you're like, oh, 0:09:20.333 --> 0:09:21.274 this is the best bagel I've ever had. 0:09:21.514 --> 0:09:22.433 If you're from New York, it's like, 0:09:22.474 --> 0:09:23.575 all right, it doesn't suck, 0:09:24.154 --> 0:09:25.956 but it's not the best bagel in the world. 0:09:26.956 --> 0:09:28.277 I absolutely believe that. 0:09:28.517 --> 0:09:29.177 While we're at it, 0:09:29.197 --> 0:09:31.839 let me just recommend 24-7 0:09:31.899 --> 0:09:32.839 hot bagels in the Uncle 0:09:32.859 --> 0:09:33.940 Giuseppe Shopping Center 0:09:33.980 --> 0:09:36.360 while we're having great bagel talk. 0:09:37.361 --> 0:09:38.001 We've been about New York 0:09:38.022 --> 0:09:39.003 experiences real quick. 0:09:40.283 --> 0:09:41.583 Somebody asked me a question or something. 0:09:42.323 --> 0:09:42.605 I was like, 0:09:42.664 --> 0:09:44.385 it's like going to Katz's Deli. 0:09:44.446 --> 0:09:45.645 Somebody said, well, 0:09:45.846 --> 0:09:46.486 how about if they do 0:09:46.527 --> 0:09:47.687 everything on the AI website? 0:09:48.067 --> 0:09:49.347 Imagine going to Katz's Deli 0:09:49.427 --> 0:09:51.428 in New York and the guy at 0:09:51.469 --> 0:09:52.590 the door doesn't yell at 0:09:52.629 --> 0:09:53.590 you if you don't have a ticket. 0:09:54.010 --> 0:09:54.490 You lose. 0:09:56.916 --> 0:09:59.857 And Nicole knows exactly what I mean. 0:09:59.937 --> 0:10:00.538 Fortunately, 0:10:00.578 --> 0:10:01.840 the hospitality at Hilton is a 0:10:01.879 --> 0:10:04.142 little bit more personal. 0:10:04.221 --> 0:10:05.043 I hope it's part of the 0:10:05.062 --> 0:10:06.283 brand programming for them. 0:10:06.303 --> 0:10:07.585 You get yelled at when you drive. 0:10:08.205 --> 0:10:10.167 I'm going to take it from New York. 0:10:12.649 --> 0:10:13.889 To all inclusive. 0:10:14.429 --> 0:10:16.071 The other day I was being 0:10:16.091 --> 0:10:17.071 interviewed by our local 0:10:17.110 --> 0:10:19.753 newspaper Newsday over 0:10:19.773 --> 0:10:21.533 there about all inclusive resorts. 0:10:21.553 --> 0:10:23.235 And one of the things that I 0:10:23.254 --> 0:10:24.414 was saying is how much I love it, 0:10:24.475 --> 0:10:25.495 because when I'm in that 0:10:25.596 --> 0:10:26.395 vacation mindset. 0:10:27.616 --> 0:10:29.519 I don't want to be keeping 0:10:29.719 --> 0:10:31.259 snap back to reality by 0:10:31.299 --> 0:10:32.341 having to think about what 0:10:32.360 --> 0:10:34.403 I'm spending here or, you know, 0:10:34.883 --> 0:10:35.823 or whether or not I'm going 0:10:35.844 --> 0:10:37.404 to do this or that or the 0:10:37.485 --> 0:10:38.625 the other activity. 0:10:38.686 --> 0:10:40.106 So I really get why it 0:10:40.168 --> 0:10:41.928 connects with customers in 0:10:42.089 --> 0:10:43.129 a meaningful way. 0:10:43.590 --> 0:10:44.471 And Anthony, 0:10:44.510 --> 0:10:45.351 one of the things I've noticed 0:10:45.412 --> 0:10:46.712 is Hilton's been really 0:10:46.873 --> 0:10:48.674 doubling and tripling down 0:10:49.274 --> 0:10:50.635 on all inclusive in the 0:10:50.696 --> 0:10:51.616 last number of years. 0:10:52.177 --> 0:10:53.739 So that's pretty cool, Nicole. 0:10:54.099 --> 0:10:55.022 You're in this position at 0:10:55.142 --> 0:10:57.147 the right place at the right time, 0:10:57.307 --> 0:10:57.869 it seems. 0:10:58.190 --> 0:10:58.971 Tell us a little bit about 0:10:59.032 --> 0:11:00.274 how you're feeling about 0:11:01.017 --> 0:11:01.919 where Hilton's going with 0:11:01.940 --> 0:11:02.942 this all inclusive stuff. 0:11:03.472 --> 0:11:05.115 It is a fantastic time to be 0:11:05.134 --> 0:11:06.015 in the resort space and 0:11:06.056 --> 0:11:07.496 especially in the all-inclusive space. 0:11:07.537 --> 0:11:08.859 And exactly as you were saying, 0:11:09.178 --> 0:11:11.600 Hilton is truly doubling down on this. 0:11:11.660 --> 0:11:13.903 We are growing not just our resorts, 0:11:13.943 --> 0:11:16.225 but our internal expertise as well. 0:11:16.365 --> 0:11:18.467 So our management capabilities, commercial, 0:11:18.609 --> 0:11:20.971 sales, marketing, brand, programming, 0:11:21.291 --> 0:11:21.792 the whole thing. 0:11:22.131 --> 0:11:23.413 And it's fantastic. 0:11:23.614 --> 0:11:25.755 I love being inside of the 0:11:25.796 --> 0:11:26.677 structure of a Hilton. 0:11:27.371 --> 0:11:28.332 and being able to create 0:11:28.373 --> 0:11:29.232 something new because you 0:11:29.273 --> 0:11:30.734 don't often get to do that 0:11:31.114 --> 0:11:32.075 in larger companies. 0:11:32.154 --> 0:11:34.155 There's not a ton of new 0:11:34.196 --> 0:11:35.897 innovation all the time. 0:11:36.317 --> 0:11:37.457 And this is a really 0:11:37.518 --> 0:11:38.518 exciting moment for us. 0:11:38.618 --> 0:11:41.320 And it's not just us forcing it out. 0:11:41.360 --> 0:11:43.620 We are seeing guests really 0:11:43.660 --> 0:11:45.201 clamoring for all inclusive 0:11:45.241 --> 0:11:46.623 and really wanting to have 0:11:46.682 --> 0:11:47.582 exactly like you said, 0:11:47.942 --> 0:11:50.664 this worry-free frictionless opportunity. 0:11:50.825 --> 0:11:52.846 And I get to bring that to 0:11:52.905 --> 0:11:54.167 people with an amazing 0:11:54.206 --> 0:11:56.187 group of crazy passionate people 0:11:56.870 --> 0:11:58.150 and explore the world, 0:11:58.311 --> 0:12:00.111 bring this to new destinations, 0:12:00.211 --> 0:12:01.192 to new countries. 0:12:01.231 --> 0:12:03.833 It is absolutely right place, right time, 0:12:03.953 --> 0:12:05.095 and we are going to strike 0:12:05.115 --> 0:12:06.634 while the iron's hot. 0:12:07.096 --> 0:12:08.836 So when you're whiteboarding this and say, 0:12:08.876 --> 0:12:10.277 okay, we want to be known for this, 0:12:10.977 --> 0:12:13.099 what's the thing that when 0:12:13.119 --> 0:12:14.440 you walk out of the room or 0:12:14.620 --> 0:12:16.160 however you do the process 0:12:16.681 --> 0:12:18.861 that is not open for negotiations? 0:12:19.403 --> 0:12:22.524 We're going to do this this way, 0:12:22.664 --> 0:12:23.284 and it's going to be a 0:12:23.325 --> 0:12:23.885 little bit different. 0:12:24.265 --> 0:12:25.346 What's the one, two, 0:12:25.365 --> 0:12:27.326 or three takeaways that is 0:12:27.346 --> 0:12:28.607 not open for negotiation? 0:12:28.628 --> 0:12:30.109 This is how we're going to move forward. 0:12:30.788 --> 0:12:33.051 The biggest one is the fact 0:12:33.091 --> 0:12:34.270 that we are able to bring 0:12:34.311 --> 0:12:35.532 Hilton Hospitality. 0:12:36.038 --> 0:12:37.798 to a category that perhaps 0:12:37.839 --> 0:12:39.318 hasn't always been known 0:12:39.339 --> 0:12:41.159 for service and hospitality. 0:12:41.259 --> 0:12:42.559 Not that it hasn't been done well, 0:12:42.659 --> 0:12:44.541 not that there aren't amazing properties, 0:12:44.921 --> 0:12:46.421 but we are able to bring 0:12:46.880 --> 0:12:48.761 everything that Leonard talked about, 0:12:48.761 --> 0:12:50.503 105 years of hospitality 0:12:50.543 --> 0:12:51.663 and service and expertise, 0:12:52.062 --> 0:12:53.703 best company to work for and 0:12:53.724 --> 0:12:55.345 we can bring that to this 0:12:55.664 --> 0:12:57.306 category so that the first 0:12:57.447 --> 0:12:58.407 absolute non-negotiable 0:12:58.486 --> 0:12:59.347 it's our people it's our 0:12:59.408 --> 0:13:00.769 service culture it doesn't 0:13:00.808 --> 0:13:01.688 matter if you're at the 0:13:01.708 --> 0:13:02.750 waldorf if you're at the 0:13:02.789 --> 0:13:04.650 hilton cancun mar caribe if 0:13:04.671 --> 0:13:05.871 you're at a hampton it's 0:13:05.892 --> 0:13:07.013 that service culture that 0:13:07.293 --> 0:13:08.092 light and warmth of 0:13:08.153 --> 0:13:09.293 hospitality so that is 0:13:09.433 --> 0:13:11.034 absolutely non-negotiable 0:13:11.534 --> 0:13:12.495 and then I'd say the other 0:13:12.556 --> 0:13:14.397 two things are the food and 0:13:14.417 --> 0:13:15.337 beverage experience 0:13:15.902 --> 0:13:17.243 because we all know that 0:13:17.263 --> 0:13:17.962 people are going to 0:13:18.003 --> 0:13:19.644 all-inclusives to eat and drink, 0:13:19.844 --> 0:13:21.403 and that's not always the 0:13:21.443 --> 0:13:24.426 most exciting experience for them there. 0:13:24.505 --> 0:13:27.147 Long buffet lines, soggy chicken fingers, 0:13:27.326 --> 0:13:28.687 watered down cocktails, 0:13:29.067 --> 0:13:30.587 none of these things do we 0:13:30.788 --> 0:13:33.089 ever want to see at our resorts. 0:13:33.188 --> 0:13:34.029 And we've been really, 0:13:34.070 --> 0:13:34.889 really focused there. 0:13:35.464 --> 0:13:37.306 My next guest just came from 0:13:37.326 --> 0:13:39.248 an all-inclusive, not your brand, 0:13:39.868 --> 0:13:41.990 and he comes over, right? 0:13:42.451 --> 0:13:43.152 Usually he comes over to 0:13:43.192 --> 0:13:44.373 borrow my drill and my tools, 0:13:44.393 --> 0:13:45.254 but he actually came over. 0:13:45.274 --> 0:13:46.355 I said, oh, 0:13:46.394 --> 0:13:47.416 you're not here to ask me something? 0:13:47.436 --> 0:13:47.775 He goes, no. 0:13:48.336 --> 0:13:49.577 Where can I stay that's a 0:13:49.597 --> 0:13:50.519 good all-inclusive? 0:13:52.620 --> 0:13:53.320 And I was just like, 0:13:53.340 --> 0:13:54.201 now I can say to Hilton. 0:13:54.500 --> 0:13:57.561 And he said, you just said, he said, like, 0:13:57.880 --> 0:13:59.001 I don't mind paying more, 0:13:59.621 --> 0:14:01.081 but like the food. 0:14:01.341 --> 0:14:02.123 And I was like, 0:14:02.182 --> 0:14:03.043 that's what you get with 0:14:03.062 --> 0:14:03.743 the place you went. 0:14:03.802 --> 0:14:05.043 It kind of knows you just 0:14:05.082 --> 0:14:07.984 look on TripAdvisor news and it's there. 0:14:08.124 --> 0:14:09.443 And so, yeah, that's been, 0:14:09.484 --> 0:14:10.345 and that's why I asked the question, 0:14:10.365 --> 0:14:10.924 because those are the 0:14:10.965 --> 0:14:13.205 things and people try to do it before, 0:14:13.264 --> 0:14:15.025 but those are the two things that to me, 0:14:15.405 --> 0:14:16.206 you get that right. 0:14:16.245 --> 0:14:16.985 The rest is easy. 0:14:17.566 --> 0:14:18.086 Absolutely. 0:14:18.166 --> 0:14:19.447 We know when a guest comes 0:14:19.466 --> 0:14:20.206 to an all-inclusive and 0:14:20.606 --> 0:14:22.008 They stay on property, 0:14:22.028 --> 0:14:23.509 like in the actual resort, 0:14:23.509 --> 0:14:25.110 85% of the time. 0:14:25.510 --> 0:14:26.392 They are not leaving. 0:14:26.672 --> 0:14:28.513 So I need to feed you, water you, 0:14:28.734 --> 0:14:30.715 entertain you nonstop. 0:14:30.855 --> 0:14:33.256 And it can't just be the same old, 0:14:33.317 --> 0:14:33.798 same old. 0:14:33.898 --> 0:14:35.499 We want you to be exploring. 0:14:35.558 --> 0:14:36.720 We want you to feel 0:14:37.159 --> 0:14:39.282 If you're in the east coast of Mexico, 0:14:39.422 --> 0:14:40.381 it's completely different 0:14:40.402 --> 0:14:42.143 cuisine than the west coast of Mexico. 0:14:42.203 --> 0:14:43.264 It's different from the 0:14:43.303 --> 0:14:44.924 Dominican Republic than Turkey. 0:14:45.306 --> 0:14:46.546 We are all about bringing 0:14:46.566 --> 0:14:47.586 the culture to life, 0:14:47.647 --> 0:14:49.368 bringing these experiences to life, 0:14:49.668 --> 0:14:50.568 making sure you have great 0:14:50.629 --> 0:14:51.549 cocktails if that's what 0:14:51.570 --> 0:14:52.450 you're choosing to do. 0:14:52.850 --> 0:14:54.272 Because there's no reason 0:14:54.312 --> 0:14:55.052 you should be getting a 0:14:55.131 --> 0:14:56.432 watered down version of a 0:14:56.493 --> 0:14:57.874 resort stay when you're at 0:14:57.913 --> 0:14:58.533 an all-inclusive. 0:14:58.573 --> 0:14:59.014 It really, 0:14:59.095 --> 0:15:00.796 we say it should be extraordinary. 0:15:01.096 --> 0:15:02.177 And that's that's the filter 0:15:02.197 --> 0:15:03.097 we put everything through. 0:15:03.239 --> 0:15:04.059 Is it extraordinary? 0:15:04.360 --> 0:15:04.620 Yeah. 0:15:04.639 --> 0:15:05.260 So Leonard, 0:15:05.280 --> 0:15:06.182 how are you thinking about 0:15:06.221 --> 0:15:07.783 keeping things extraordinary? 0:15:08.163 --> 0:15:10.586 And, you know, how are you, you know, 0:15:10.807 --> 0:15:11.748 balancing the different 0:15:11.847 --> 0:15:13.990 types of branding within 0:15:14.311 --> 0:15:15.592 the Hilton hotels and 0:15:15.633 --> 0:15:16.553 resorts kind of category? 0:15:16.996 --> 0:15:17.177 Look, 0:15:17.517 --> 0:15:19.057 the good news is we're starting at it 0:15:19.258 --> 0:15:21.619 from a position of being extraordinary. 0:15:21.778 --> 0:15:24.200 Last year was a terrific year for us. 0:15:24.240 --> 0:15:25.019 The Hilton brand, 0:15:25.039 --> 0:15:26.201 the full service Hilton brand, 0:15:26.240 --> 0:15:27.221 Hilton Hotels and Resorts 0:15:27.260 --> 0:15:28.922 was named as the number one 0:15:28.942 --> 0:15:30.001 most valuable brand in the 0:15:30.042 --> 0:15:31.503 industry by Brain Finance, 0:15:31.562 --> 0:15:33.182 which is just like the 0:15:33.243 --> 0:15:35.484 great place to work. 0:15:35.644 --> 0:15:37.105 Being valued number one 0:15:37.264 --> 0:15:38.884 gives our teams great sense 0:15:38.965 --> 0:15:40.145 of recognition and 0:15:40.225 --> 0:15:41.105 confidence for all the 0:15:41.166 --> 0:15:42.106 great work they're doing. 0:15:42.206 --> 0:15:44.427 And it's truly the spirit of hospitality, 0:15:44.486 --> 0:15:45.168 I like to say, 0:15:46.008 --> 0:15:48.230 Our people is our superpower that we have, 0:15:48.289 --> 0:15:49.631 and it's true no matter 0:15:49.812 --> 0:15:50.572 where in the world. 0:15:50.972 --> 0:15:52.835 We are now in close to 100 countries. 0:15:52.914 --> 0:15:53.816 We'll be hitting 100 0:15:53.816 --> 0:15:55.417 countries with this amazing brand. 0:15:56.298 --> 0:15:57.619 And, well, 0:15:57.740 --> 0:15:59.140 if you look at what are we doing 0:15:59.201 --> 0:16:00.662 to really set ourselves for 0:16:00.842 --> 0:16:03.585 another 105 plus years of success, 0:16:03.605 --> 0:16:05.187 it's a lot of the areas 0:16:05.206 --> 0:16:06.248 that Nicole mentioned. 0:16:06.447 --> 0:16:08.548 How are we elevating the 0:16:08.568 --> 0:16:10.390 appeal and the design of the product? 0:16:10.671 --> 0:16:12.371 How are we elevating the 0:16:12.491 --> 0:16:13.472 quality and the 0:16:13.513 --> 0:16:15.293 differentiation of food and 0:16:15.374 --> 0:16:16.193 drink offerings, 0:16:16.254 --> 0:16:18.615 whether it's entertainment, bars, 0:16:18.775 --> 0:16:20.857 restaurants, high-quality grab-and-go? 0:16:21.278 --> 0:16:23.739 Technology plays a very important part. 0:16:23.839 --> 0:16:25.279 And look, for this brand, 0:16:26.201 --> 0:16:27.761 one of the areas that we're looking at is, 0:16:27.981 --> 0:16:29.302 look, 0:16:29.302 --> 0:16:30.663 25% of our business comes from groups, 0:16:30.683 --> 0:16:31.504 meetings, and events. 0:16:32.044 --> 0:16:33.306 If you look at Anthony, 0:16:33.326 --> 0:16:34.826 you just came back from an event, right? 0:16:35.807 --> 0:16:38.288 we're seeing groups, meetings, and events, 0:16:38.467 --> 0:16:39.587 particularly last year and 0:16:39.607 --> 0:16:40.587 going to this year, 0:16:40.707 --> 0:16:42.469 has some real momentum. 0:16:43.269 --> 0:16:44.828 And there's a shortage of 0:16:44.969 --> 0:16:46.870 high-quality groups, meetings, and events, 0:16:46.889 --> 0:16:48.669 venues, not just in this country, 0:16:48.690 --> 0:16:49.370 but around the world. 0:16:49.809 --> 0:16:50.730 So that gives us an 0:16:50.809 --> 0:16:51.410 opportunity to 0:16:51.431 --> 0:16:53.750 differentiate the product offering, 0:16:53.791 --> 0:16:54.870 the service offering, 0:16:54.910 --> 0:16:55.932 the catering offering, 0:16:55.971 --> 0:16:58.072 and all the underpinning technology, 0:16:58.532 --> 0:16:59.631 not just for attendees, 0:16:59.831 --> 0:17:00.852 but the meeting planners, 0:17:00.893 --> 0:17:02.013 the whole booking process, etc., 0:17:03.013 --> 0:17:04.294 and you guys may have seen 0:17:04.354 --> 0:17:05.493 the new platforms we have 0:17:05.534 --> 0:17:06.375 with like meeting 0:17:06.414 --> 0:17:07.556 simplified for example 0:17:07.635 --> 0:17:08.675 we're trying to make the 0:17:08.695 --> 0:17:10.876 experience so much easier 0:17:11.178 --> 0:17:13.278 and intuitive uh both for 0:17:13.338 --> 0:17:14.519 largest very small business 0:17:14.598 --> 0:17:16.701 owners so um it's it's a 0:17:16.721 --> 0:17:18.000 great ride we're we're 0:17:18.040 --> 0:17:19.442 incredibly enthusiastic 0:17:19.461 --> 0:17:20.522 about where we are and 0:17:20.722 --> 0:17:21.982 about where we're going uh 0:17:22.403 --> 0:17:23.743 but some some amazing work 0:17:23.804 --> 0:17:25.345 underway truly by teams all 0:17:25.365 --> 0:17:26.826 across the world yeah 0:17:27.886 --> 0:17:29.428 Anthony, you're on mute, 0:17:29.708 --> 0:17:30.449 and I want to look up a 0:17:30.528 --> 0:17:32.509 quick statistic to buoy 0:17:32.589 --> 0:17:34.009 what Leonard just said. 0:17:34.069 --> 0:17:34.951 So ask your question. 0:17:35.651 --> 0:17:37.192 So it's interesting because 0:17:37.231 --> 0:17:38.311 we kind of put ourselves in 0:17:38.332 --> 0:17:39.932 this position where you 0:17:39.972 --> 0:17:41.034 have these meetings and events. 0:17:41.074 --> 0:17:41.874 We all say, you know, 0:17:42.074 --> 0:17:43.355 who wants to bank with chicken, right? 0:17:43.454 --> 0:17:44.836 So we've kind of put 0:17:44.875 --> 0:17:45.976 ourselves in that position 0:17:46.016 --> 0:17:47.477 because what happens is people prepay, 0:17:47.517 --> 0:17:49.478 people book the event, and it's like, 0:17:49.498 --> 0:17:50.417 okay, this is per price, 0:17:50.438 --> 0:17:51.659 so don't get that chicken 0:17:51.679 --> 0:17:52.398 because you're not paying for it. 0:17:52.419 --> 0:17:53.720 Don't get this food. 0:17:53.759 --> 0:17:54.940 Don't do this because you're 0:17:54.961 --> 0:17:55.540 not paying for it. 0:17:56.121 --> 0:17:57.502 Why even offer something 0:17:57.563 --> 0:17:58.923 that's not going to beat 0:17:58.943 --> 0:17:59.684 your competition? 0:18:00.224 --> 0:18:00.345 Well, 0:18:00.365 --> 0:18:01.185 because I don't want to lose that 0:18:01.205 --> 0:18:01.967 group business with the 0:18:02.007 --> 0:18:02.688 rooms attached to it. 0:18:02.968 --> 0:18:04.410 Then get creative with doing 0:18:04.490 --> 0:18:05.431 something that people 0:18:05.490 --> 0:18:06.791 haven't seen before that 0:18:06.852 --> 0:18:09.555 maybe you wouldn't see at a 0:18:09.615 --> 0:18:10.855 different hotel. 0:18:10.935 --> 0:18:12.979 And it really takes, to your point, Nicole, 0:18:13.318 --> 0:18:14.839 it takes creativity and passion. 0:18:15.520 --> 0:18:16.201 You guys have been doing 0:18:16.261 --> 0:18:17.222 this for a long time, 0:18:17.502 --> 0:18:18.644 and you're still coming 0:18:18.663 --> 0:18:19.724 through the screen saying 0:18:19.805 --> 0:18:20.746 you love what you do, 0:18:21.386 --> 0:18:22.667 and winning that award kind 0:18:22.768 --> 0:18:24.589 of says everything you need to say. 0:18:25.170 --> 0:18:27.211 And after you do your statistics, Glenn, 0:18:27.231 --> 0:18:29.775 if we can come back to what 0:18:29.795 --> 0:18:31.016 his first job in Hilton was, 0:18:31.036 --> 0:18:31.675 can you answer? 0:18:33.038 --> 0:18:35.319 I'll leave just one more comment, if I can, 0:18:35.400 --> 0:18:36.181 Anthony, because... 0:18:36.800 --> 0:18:38.303 You know, we spent a lot of time, 0:18:38.462 --> 0:18:40.545 what can you do globally in 0:18:40.605 --> 0:18:42.266 terms of how you reposition 0:18:42.286 --> 0:18:43.748 the guest experience, 0:18:43.768 --> 0:18:44.929 the food and drink experience, 0:18:44.949 --> 0:18:46.230 the gross meat, eggs and egg experience? 0:18:46.471 --> 0:18:48.172 And there's things you can do globally, 0:18:48.432 --> 0:18:49.212 but it's hard, right, 0:18:49.634 --> 0:18:51.075 when you operate in homeless countries. 0:18:51.655 --> 0:18:52.576 But what I have found, 0:18:52.656 --> 0:18:53.857 and this is one of kind of 0:18:54.238 --> 0:18:56.039 the secret sauces of the 0:18:56.099 --> 0:18:57.520 power that the health and brain has, 0:18:58.501 --> 0:18:59.823 With the distribution we 0:18:59.863 --> 0:19:00.644 have around the world, 0:19:00.903 --> 0:19:02.885 we have some incredible chefs, 0:19:02.945 --> 0:19:04.508 some incredible team members. 0:19:04.548 --> 0:19:07.330 They're so creative in their own ways. 0:19:07.830 --> 0:19:08.991 And it's about bringing the 0:19:09.011 --> 0:19:10.093 world together and then 0:19:10.232 --> 0:19:11.815 bringing various parts of 0:19:11.835 --> 0:19:13.455 the world to our meeting attendees. 0:19:13.516 --> 0:19:15.057 So if you're attending an 0:19:15.077 --> 0:19:16.398 event in New York or London 0:19:16.439 --> 0:19:17.680 or Singapore or Tokyo, 0:19:18.280 --> 0:19:19.142 how do you not only 0:19:19.201 --> 0:19:20.363 experience the local world, 0:19:20.423 --> 0:19:22.144 but how do you bring the world to them? 0:19:23.085 --> 0:19:24.526 Um, and with the, you know, 0:19:24.546 --> 0:19:25.286 I've attended a lot of 0:19:25.346 --> 0:19:26.606 events recently where we 0:19:26.666 --> 0:19:28.708 actually fly in chefs from 0:19:28.827 --> 0:19:29.608 all around the world. 0:19:29.628 --> 0:19:30.868 So you can kind of experience. 0:19:30.949 --> 0:19:32.089 So there's ways to kind of. 0:19:32.910 --> 0:19:35.090 One of the pieces that makes us, uh, 0:19:35.230 --> 0:19:36.251 and inspires our team 0:19:36.271 --> 0:19:38.633 members says this brand in particular, 0:19:38.692 --> 0:19:39.814 and this includes, uh, 0:19:39.834 --> 0:19:41.233 Nicole's resorts and all 0:19:41.253 --> 0:19:42.355 inclusive hotels. 0:19:42.914 --> 0:19:44.536 How can we really unite and 0:19:44.615 --> 0:19:45.856 bring the world together? 0:19:46.877 --> 0:19:49.401 And in honor of Conrad's 0:19:49.461 --> 0:19:50.962 vision of peace through 0:19:51.022 --> 0:19:53.747 travel and experiencing various cultures, 0:19:53.926 --> 0:19:55.009 it really creates that 0:19:55.189 --> 0:19:56.351 differentiating experience 0:19:56.391 --> 0:19:57.432 for attendees as well. 0:19:57.571 --> 0:19:59.193 So you're absolutely right, Anthony. 0:19:59.213 --> 0:20:00.675 There's a lot of mileage and 0:20:00.695 --> 0:20:01.857 a lot of potential ahead of us. 0:20:02.739 --> 0:20:04.000 We're seeing some incredible 0:20:04.220 --> 0:20:05.759 work already underway now. 0:20:06.019 --> 0:20:06.740 Yeah, for sure. 0:20:06.980 --> 0:20:08.541 And the information I was 0:20:08.561 --> 0:20:09.862 looking for the fourth 0:20:09.922 --> 0:20:12.663 quarter of 2023 shows that 0:20:12.682 --> 0:20:14.003 top 20 meeting markets have 0:20:14.023 --> 0:20:17.766 reached 100% of 2019 volume. 0:20:18.105 --> 0:20:20.567 And 10 of those are at 110% or more. 0:20:20.926 --> 0:20:21.926 And more recent evidence 0:20:21.987 --> 0:20:24.608 shows that secondary and tertiary cities, 0:20:24.669 --> 0:20:26.288 the meetings are doing extremely well. 0:20:26.670 --> 0:20:28.390 And then you combine that 0:20:28.769 --> 0:20:29.990 with people wanting to do 0:20:30.151 --> 0:20:31.291 things differently. 0:20:31.551 --> 0:20:32.031 It's great. 0:20:32.352 --> 0:20:33.132 And that brings us back to 0:20:33.152 --> 0:20:34.133 that all-inclusive. 0:20:34.153 --> 0:20:35.114 Because when I go to some of 0:20:35.173 --> 0:20:37.295 these meetings and stuff, 0:20:37.734 --> 0:20:39.556 the purpose of the meeting 0:20:39.736 --> 0:20:41.817 is to try to keep everyone 0:20:41.876 --> 0:20:44.479 together as much as possible. 0:20:44.898 --> 0:20:45.900 I've been involved in some 0:20:45.940 --> 0:20:46.559 of those events. 0:20:46.619 --> 0:20:48.500 And the all-inclusive nature, 0:20:48.840 --> 0:20:49.662 I think it makes it a lot 0:20:49.801 --> 0:20:52.303 easier on both the 0:20:52.343 --> 0:20:53.544 customers who are coming to 0:20:53.564 --> 0:20:54.865 the event and for the event 0:20:54.924 --> 0:20:56.424 planners themselves, 0:20:56.484 --> 0:20:57.266 which is interesting. 0:20:57.286 --> 0:20:57.346 And 0:20:57.526 --> 0:20:58.267 We haven't even gotten into 0:20:58.307 --> 0:20:58.987 the leisure part. 0:20:59.086 --> 0:21:02.369 So how are you thinking 0:21:02.609 --> 0:21:04.791 about the way that people 0:21:04.892 --> 0:21:06.394 want to meet differently 0:21:06.634 --> 0:21:08.055 going in the future? 0:21:09.056 --> 0:21:11.778 I'll start, 0:21:11.817 --> 0:21:13.019 but then I believe Leonard has 0:21:13.240 --> 0:21:14.560 a myriad of thoughts on this. 0:21:15.422 --> 0:21:16.742 Love that you bring up the 0:21:16.782 --> 0:21:17.943 value that an all-inclusive 0:21:17.963 --> 0:21:19.565 can bring to meetings and events, 0:21:19.644 --> 0:21:21.707 because absolutely a huge 0:21:22.126 --> 0:21:23.607 piece of business for all 0:21:23.627 --> 0:21:25.269 of our resorts is groups, meetings, 0:21:25.308 --> 0:21:26.789 and events, whether that's MICE, 0:21:26.890 --> 0:21:29.092 so if it's leisure groups, social groups, 0:21:29.211 --> 0:21:31.053 incentive trips are huge, 0:21:31.874 --> 0:21:34.296 but any sort of meeting, conference, 0:21:34.455 --> 0:21:37.478 event is so much easier 0:21:37.958 --> 0:21:39.219 when done at an all-inclusive. 0:21:39.459 --> 0:21:41.961 It's one price for the meeting planner. 0:21:42.020 --> 0:21:43.642 There are things they can plus up and down, 0:21:43.702 --> 0:21:44.063 of course, 0:21:44.502 --> 0:21:45.604 But baseline, 0:21:46.065 --> 0:21:47.645 it's a much easier experience 0:21:47.685 --> 0:21:48.646 for the meeting planner. 0:21:49.186 --> 0:21:50.548 It's also much easier for 0:21:50.588 --> 0:21:51.328 the guests because 0:21:51.970 --> 0:21:54.251 everything is all contained in one spot. 0:21:54.932 --> 0:21:55.772 So they don't have to worry 0:21:55.813 --> 0:21:56.953 about how do I get myself 0:21:56.993 --> 0:21:58.516 from the convention venue 0:21:58.576 --> 0:22:00.257 to dinner tonight or lunch 0:22:00.297 --> 0:22:01.618 here or where am I going to go there? 0:22:01.719 --> 0:22:02.920 Or let's say you have 0:22:03.000 --> 0:22:04.441 someone who's new to this 0:22:04.500 --> 0:22:05.721 conference or new to the company. 0:22:05.781 --> 0:22:06.522 They don't know anyone. 0:22:06.542 --> 0:22:07.443 Who am I going to eat lunch 0:22:07.463 --> 0:22:08.365 with or where am I going to go? 0:22:08.384 --> 0:22:09.746 Or I didn't get invited to this thing. 0:22:10.185 --> 0:22:11.186 Everything is included. 0:22:11.567 --> 0:22:13.068 Or you have a meeting or a 0:22:13.148 --> 0:22:14.229 trip where maybe they don't 0:22:14.249 --> 0:22:15.730 have as much budget this 0:22:15.770 --> 0:22:16.991 year as they did another year. 0:22:17.031 --> 0:22:18.613 And they can't do a big 0:22:19.212 --> 0:22:20.634 entertainment thing each night. 0:22:20.734 --> 0:22:22.476 Well, we have them at the resort. 0:22:22.615 --> 0:22:24.298 They can tap on and just go 0:22:24.377 --> 0:22:25.558 to the entertainment happening. 0:22:25.939 --> 0:22:29.201 So it's so much easier on everyone's side. 0:22:29.281 --> 0:22:30.482 And we are seeing such 0:22:30.542 --> 0:22:32.703 positive results from all of the meetings, 0:22:32.804 --> 0:22:35.145 events, celebrations, weddings, bachelor, 0:22:35.185 --> 0:22:36.007 bachelorette parties. 0:22:36.424 --> 0:22:37.984 multi-generational trip so 0:22:38.025 --> 0:22:38.885 this is where we sort of 0:22:39.365 --> 0:22:41.086 blend leisure and the 0:22:41.125 --> 0:22:42.007 groups piece but 0:22:42.567 --> 0:22:43.547 multi-generational 0:22:43.606 --> 0:22:44.707 grandparents want to do one 0:22:44.747 --> 0:22:45.567 thing the five-year-old 0:22:45.607 --> 0:22:46.548 wants to do another the 0:22:46.627 --> 0:22:47.968 aunt wants to go skydiving 0:22:48.347 --> 0:22:49.388 you can all go do what you 0:22:49.409 --> 0:22:50.608 want to do come back for 0:22:50.648 --> 0:22:52.128 dinner and still have this 0:22:52.169 --> 0:22:53.430 amazing trip together so 0:22:53.690 --> 0:22:54.809 there are just so many ways 0:22:54.849 --> 0:22:57.151 but ultimately we have what 0:22:57.330 --> 0:22:58.510 hilton hotels and resorts 0:22:58.550 --> 0:22:59.750 brings to life the the 0:22:59.990 --> 0:23:00.832 capabilities and the 0:23:00.912 --> 0:23:02.192 expertise in meetings and events 0:23:02.511 --> 0:23:03.773 And we're able to bring that 0:23:04.115 --> 0:23:05.215 to the all-inclusive space 0:23:05.276 --> 0:23:06.518 and to resorts in general. 0:23:06.858 --> 0:23:08.240 We have almost 300 resorts 0:23:08.280 --> 0:23:09.943 globally in addition to 0:23:09.983 --> 0:23:11.065 all-inclusive resorts. 0:23:11.425 --> 0:23:12.988 And so we can really expand 0:23:13.008 --> 0:23:15.291 this opportunity to so many more guests. 0:23:15.847 --> 0:23:16.107 You know, 0:23:16.127 --> 0:23:19.348 I think in the beginning about lines, 0:23:19.388 --> 0:23:19.648 right, 0:23:19.709 --> 0:23:21.630 standing in lines for people to do that. 0:23:21.650 --> 0:23:23.069 I was reading an article 0:23:23.089 --> 0:23:24.810 somewhere about stadiums. 0:23:25.711 --> 0:23:27.852 And one of the biggest 0:23:27.932 --> 0:23:29.673 things about stadiums is 0:23:29.732 --> 0:23:30.972 the bathroom line. 0:23:31.913 --> 0:23:32.133 Right. 0:23:32.933 --> 0:23:34.054 And they're really putting a 0:23:34.114 --> 0:23:35.273 lot of technology and 0:23:35.334 --> 0:23:36.934 investment and millions of 0:23:36.974 --> 0:23:38.275 dollars in a lot of these 0:23:38.295 --> 0:23:39.976 stadiums to fix that problem. 0:23:40.496 --> 0:23:42.378 Because females don't want 0:23:42.398 --> 0:23:45.482 to go to events because of that line. 0:23:45.823 --> 0:23:47.305 Well, everybody I know, including me, 0:23:47.424 --> 0:23:48.946 I don't want to go because 0:23:49.007 --> 0:23:51.309 I'm not staying in line for my food. 0:23:51.851 --> 0:23:54.134 Unless the line is a minute or two. 0:23:55.381 --> 0:23:58.563 And so how do you deal with that? 0:23:58.603 --> 0:24:01.505 What is the science behind fixing that? 0:24:01.924 --> 0:24:03.506 So I'd say two key things. 0:24:03.586 --> 0:24:05.047 So the first is variety. 0:24:05.267 --> 0:24:07.528 It's having enough variety, enough outlets, 0:24:08.409 --> 0:24:09.068 enough options. 0:24:09.108 --> 0:24:10.309 Do you want to do a sit-down? 0:24:10.349 --> 0:24:11.671 Are you looking for a buffet? 0:24:11.691 --> 0:24:12.891 Do you want a food truck? 0:24:12.911 --> 0:24:14.392 Do you want the grab-and-go market? 0:24:14.732 --> 0:24:15.913 So we have enough options, 0:24:15.952 --> 0:24:17.513 so we're able to spread people out. 0:24:17.874 --> 0:24:19.935 The second thing, which leads into this – 0:24:21.161 --> 0:24:22.561 tech enabled human led 0:24:22.622 --> 0:24:25.222 component that's so big is 0:24:25.303 --> 0:24:27.444 how do we use technology to help this? 0:24:27.625 --> 0:24:29.145 So at many of our resorts, 0:24:29.185 --> 0:24:30.826 we have these wearable 0:24:30.866 --> 0:24:32.047 technology wristbands. 0:24:32.426 --> 0:24:33.708 They are your room key. 0:24:34.188 --> 0:24:35.429 They also are how you make 0:24:35.469 --> 0:24:37.851 reservations for different restaurants, 0:24:37.951 --> 0:24:39.832 for events, things of that nature. 0:24:39.872 --> 0:24:41.873 You can get the full resort guide. 0:24:42.272 --> 0:24:44.455 through the app associated with that. 0:24:45.155 --> 0:24:46.698 And so we're able to see 0:24:47.278 --> 0:24:48.559 where are the people going? 0:24:48.819 --> 0:24:50.382 We can gather that data and 0:24:50.422 --> 0:24:52.984 we can see everyone is 0:24:53.424 --> 0:24:53.965 trying to make a 0:24:54.006 --> 0:24:54.906 reservation for seven 0:24:54.946 --> 0:24:56.428 o'clock dinner or everyone 0:24:56.488 --> 0:24:57.288 is checking in at the 0:24:57.328 --> 0:24:58.390 buffet for breakfast at 9 a.m. 0:24:59.260 --> 0:25:00.001 We need to adjust. 0:25:00.041 --> 0:25:00.942 We need to open another 0:25:01.002 --> 0:25:02.003 restaurant for breakfast. 0:25:02.064 --> 0:25:03.945 We can use that data and 0:25:03.986 --> 0:25:05.547 help make decisions so that 0:25:05.586 --> 0:25:07.088 we ease the congestion 0:25:07.148 --> 0:25:09.351 because it's absolutely a problem. 0:25:09.371 --> 0:25:11.534 People aren't leaving to go 0:25:11.713 --> 0:25:12.795 out to breakfast while 0:25:12.835 --> 0:25:14.276 they're off going to see 0:25:14.296 --> 0:25:15.217 the Eiffel Tower and 0:25:15.277 --> 0:25:16.198 walking around all day. 0:25:16.999 --> 0:25:18.240 It's not dead at lunchtime. 0:25:18.661 --> 0:25:20.122 It is constant. 0:25:20.303 --> 0:25:22.424 And so that's why the operations 0:25:22.805 --> 0:25:23.746 for an all-inclusive are so 0:25:23.786 --> 0:25:24.866 completely different from 0:25:24.906 --> 0:25:26.407 the operations of a 0:25:26.748 --> 0:25:28.569 non-all-inclusive property or resort. 0:25:28.869 --> 0:25:29.971 But it's that combo, 0:25:30.010 --> 0:25:31.192 variety and technology. 0:25:31.211 --> 0:25:32.353 All right, then let me ask you this. 0:25:32.532 --> 0:25:34.233 Then utilizing the technology, 0:25:34.755 --> 0:25:36.076 what interesting things 0:25:36.115 --> 0:25:37.116 have you learned about 0:25:37.156 --> 0:25:38.837 specific consumer behavior 0:25:39.298 --> 0:25:40.499 that informs how you're 0:25:40.558 --> 0:25:42.520 maybe taking your overall 0:25:42.661 --> 0:25:43.602 approach to customers? 0:25:44.340 --> 0:25:45.143 One of the biggest things 0:25:45.182 --> 0:25:46.204 we've learned is the 0:25:46.546 --> 0:25:47.627 difference in what 0:25:47.887 --> 0:25:49.751 different countries want. 0:25:50.192 --> 0:25:51.655 So guests coming from the 0:25:51.715 --> 0:25:53.479 United States want to eat 0:25:53.579 --> 0:25:54.922 at a different time than 0:25:54.961 --> 0:25:56.285 guests coming over from Europe. 0:25:56.707 --> 0:25:58.709 So if we know where our 0:25:58.749 --> 0:25:59.788 guests are coming from, 0:26:00.089 --> 0:26:01.490 we can adjust the schedule 0:26:01.611 --> 0:26:03.211 for that week or that month 0:26:03.311 --> 0:26:04.732 or whatever we need to do. 0:26:04.833 --> 0:26:06.755 So we can be more nimble as 0:26:06.815 --> 0:26:08.615 we see where people are coming from. 0:26:08.796 --> 0:26:09.497 Like how it seems like 0:26:09.537 --> 0:26:10.998 everyone from the UK goes 0:26:11.038 --> 0:26:12.538 to the Caribbean or Florida 0:26:12.838 --> 0:26:14.279 in August or something like that. 0:26:14.319 --> 0:26:14.681 They do. 0:26:14.901 --> 0:26:15.540 They do. 0:26:16.902 --> 0:26:17.143 You know, 0:26:17.222 --> 0:26:18.384 I was working at a hotel on the 0:26:18.423 --> 0:26:19.223 airport side of Manhattan 0:26:19.243 --> 0:26:20.105 earlier in my career and 0:26:20.471 --> 0:26:21.853 We had the marathon staying with us, 0:26:21.873 --> 0:26:23.153 so I kept people from the marathon. 0:26:23.692 --> 0:26:26.194 And so I kept food, 0:26:26.234 --> 0:26:27.375 we didn't have a restaurant at the time, 0:26:27.755 --> 0:26:30.016 but I kept food out, fruit out, oatmeal, 0:26:30.056 --> 0:26:32.416 whatever, in the lobby late at night. 0:26:32.718 --> 0:26:34.518 And then I also reopened it 0:26:34.637 --> 0:26:35.558 up at five o'clock in the 0:26:35.598 --> 0:26:36.699 morning and everybody walked out, 0:26:36.739 --> 0:26:38.119 walked out with a banana or something, 0:26:38.160 --> 0:26:38.880 an apple or something. 0:26:39.441 --> 0:26:40.441 And I remember somebody saying, 0:26:40.480 --> 0:26:42.182 I've run a lot of marathons, 0:26:42.201 --> 0:26:43.281 you're the first hotel to 0:26:43.442 --> 0:26:45.383 actually get up early and 0:26:45.423 --> 0:26:46.903 have your staff thinking 0:26:46.963 --> 0:26:47.864 about what we need before 0:26:47.884 --> 0:26:48.565 we go to the marathon. 0:26:49.164 --> 0:26:49.786 It's that simple. 0:26:50.266 --> 0:26:51.906 As a marathoner, I thank you for that. 0:26:53.288 --> 0:26:56.069 I've done one marathon in my life in 2001. 0:26:56.069 --> 0:26:58.171 And I've never run a mile 0:26:58.211 --> 0:26:59.231 since until a couple weeks 0:26:59.291 --> 0:26:59.852 ago at Central Park. 0:26:59.892 --> 0:27:00.932 My daughter said, do you want to run a 5K? 0:27:01.032 --> 0:27:02.354 I said, absolutely. 0:27:02.374 --> 0:27:03.795 I haven't run a mile since then. 0:27:03.815 --> 0:27:04.635 I do other aerobics. 0:27:04.715 --> 0:27:06.336 And so she calls me. 0:27:06.376 --> 0:27:08.458 She finishes it in, like, ridiculous time. 0:27:08.959 --> 0:27:10.640 And I'm still, you know, choking up. 0:27:11.500 --> 0:27:12.121 She calls me. 0:27:12.161 --> 0:27:13.080 So I look at my cell phone. 0:27:13.422 --> 0:27:13.902 And she said, 0:27:13.961 --> 0:27:14.722 they're making fun of me 0:27:14.742 --> 0:27:15.303 every day about it. 0:27:15.323 --> 0:27:16.584 She goes, Dad, where are you? 0:27:16.604 --> 0:27:17.423 I don't know. 0:27:19.905 --> 0:27:23.547 That sounds right. 0:27:23.886 --> 0:27:25.487 There's an element here 0:27:25.527 --> 0:27:27.508 where part of what we're looking at, 0:27:27.567 --> 0:27:30.368 whether it's groups, leisure groups, 0:27:30.429 --> 0:27:31.769 business groups, groups, meetings, 0:27:31.828 --> 0:27:32.390 and events, 0:27:32.890 --> 0:27:34.829 how do you as an attendee feel 0:27:35.111 --> 0:27:36.070 when you attend the event? 0:27:36.411 --> 0:27:37.451 I think we've all been in 0:27:37.911 --> 0:27:39.211 meetings where they lock 0:27:39.231 --> 0:27:41.071 you in a basement room for six hours. 0:27:41.092 --> 0:27:42.633 It's darkness from morning 0:27:42.673 --> 0:27:43.413 till the evening. 0:27:43.432 --> 0:27:45.354 Sometimes you're there for three days. 0:27:45.993 --> 0:27:46.855 but anything to which you 0:27:46.875 --> 0:27:48.155 were speaking like what are 0:27:48.175 --> 0:27:49.376 some of the activities how 0:27:49.396 --> 0:27:51.219 are you feeling like what's 0:27:51.259 --> 0:27:52.900 the setup in the morning um 0:27:53.319 --> 0:27:54.000 one of the ways we're 0:27:54.020 --> 0:27:55.442 looking at it is how do you 0:27:55.461 --> 0:27:56.542 innovate the meeting space 0:27:57.344 --> 0:27:59.384 um having light versus just 0:27:59.404 --> 0:28:01.326 dark walls uh so that the 0:28:01.366 --> 0:28:02.667 location of meeting spaces 0:28:02.788 --> 0:28:03.969 one of the new requirements 0:28:04.028 --> 0:28:04.869 we have for the hilton 0:28:04.910 --> 0:28:05.931 brand which applies to our 0:28:05.951 --> 0:28:07.972 resorts as well unique meeting rooms 0:28:08.712 --> 0:28:09.994 So when you do breakouts 0:28:10.055 --> 0:28:11.998 that enable people to break 0:28:12.117 --> 0:28:13.980 out and collaborate and have seatings, 0:28:14.079 --> 0:28:16.143 not just like classroom seating, 0:28:16.222 --> 0:28:17.904 but truly you can like have 0:28:17.944 --> 0:28:20.509 a true working session that 0:28:20.608 --> 0:28:22.391 inspires innovation and thinking. 0:28:23.251 --> 0:28:26.036 And you look at all these sensory elements, 0:28:26.076 --> 0:28:26.436 you know, 0:28:27.037 --> 0:28:30.078 lightning, sense, music, entertainment, 0:28:30.098 --> 0:28:31.660 like Nicole mentioned, is a big part. 0:28:31.680 --> 0:28:32.461 So one of the things we're 0:28:32.480 --> 0:28:33.320 looking at is how do you 0:28:33.340 --> 0:28:34.622 truly travel with purpose? 0:28:35.182 --> 0:28:37.022 So when you're working on a meeting agenda, 0:28:37.144 --> 0:28:38.284 it's not just being a meeting, 0:28:38.384 --> 0:28:39.664 but what do you do if the 0:28:39.684 --> 0:28:40.826 meeting breaks at 3 o'clock 0:28:41.026 --> 0:28:42.146 or 4 o'clock in terms of 0:28:42.586 --> 0:28:44.407 community engagements and activities? 0:28:44.468 --> 0:28:45.548 So it's really thinking 0:28:45.608 --> 0:28:47.329 about the full totality as 0:28:47.369 --> 0:28:48.611 you think about well-being. 0:28:49.413 --> 0:28:50.955 physical, emotional, 0:28:51.175 --> 0:28:52.377 how do we nourish both the 0:28:52.438 --> 0:28:53.799 body and the soul through 0:28:53.900 --> 0:28:54.881 creative catering, 0:28:54.901 --> 0:28:56.442 not just the good old chicken wings, 0:28:56.502 --> 0:28:56.923 et cetera. 0:28:56.963 --> 0:28:58.286 But you have to kind of 0:28:58.465 --> 0:29:00.689 challenge and elevate the 0:29:00.808 --> 0:29:02.030 overarching experience. 0:29:02.070 --> 0:29:03.712 And that all kind of fits into 0:29:04.513 --> 0:29:05.653 On a net level, 0:29:05.913 --> 0:29:07.035 when you leave after a 0:29:07.075 --> 0:29:08.474 three-day convention, like, you know what, 0:29:08.494 --> 0:29:09.454 I actually feel good. 0:29:09.595 --> 0:29:10.734 I connected, I learned, 0:29:10.755 --> 0:29:11.714 we've come up with something. 0:29:11.776 --> 0:29:13.816 Maybe you did the run in the morning, 0:29:13.895 --> 0:29:14.536 Anthony, right? 0:29:14.576 --> 0:29:16.236 That kind of sets you up for a good day. 0:29:16.696 --> 0:29:19.297 And the team is there to 0:29:20.336 --> 0:29:21.436 support you with all the 0:29:21.497 --> 0:29:22.417 nourishment that you need. 0:29:22.478 --> 0:29:24.178 But those are all components 0:29:24.557 --> 0:29:25.657 of how we're looking to 0:29:25.778 --> 0:29:26.838 elevate the attendee 0:29:26.858 --> 0:29:27.778 experience to ensure that 0:29:27.818 --> 0:29:28.679 they're feeling good about it. 0:29:29.019 --> 0:29:29.940 That's really interesting. 0:29:30.279 --> 0:29:32.300 Anthony, you were muted. 0:29:32.340 --> 0:29:34.521 But I think what's interesting to me, 0:29:34.662 --> 0:29:34.961 Leonard, 0:29:35.082 --> 0:29:36.962 is like seeing how meetings have changed, 0:29:37.023 --> 0:29:37.223 right? 0:29:37.324 --> 0:29:38.564 When I first started my career, 0:29:38.584 --> 0:29:39.765 it used to be be in the 0:29:39.805 --> 0:29:43.446 ballroom at 8 a.m., sit and do nothing. 0:29:43.567 --> 0:29:45.367 Now I can't go to any of these industry, 0:29:45.508 --> 0:29:46.749 major industry conferences 0:29:46.989 --> 0:29:48.289 where there's not great 0:29:48.329 --> 0:29:51.070 stuff like yoga in the morning. 0:29:51.090 --> 0:29:51.451 Right. 0:29:51.791 --> 0:29:51.951 Yeah. 0:29:52.672 --> 0:29:54.432 Alice, I'm not surprised I wasn't invited, 0:29:54.972 --> 0:29:56.012 but they do this insane 0:29:56.053 --> 0:29:58.094 basketball game every year 0:29:58.273 --> 0:29:59.535 during the Alice thing. 0:29:59.555 --> 0:30:00.714 And all these executives get 0:30:00.755 --> 0:30:01.974 together and they play. 0:30:02.316 --> 0:30:04.016 What a real fun bonding 0:30:04.175 --> 0:30:06.997 experience that is over there. 0:30:07.257 --> 0:30:09.137 And I'm committed to winning 0:30:09.198 --> 0:30:11.719 the lazy river race this year. 0:30:11.759 --> 0:30:11.919 Yeah. 0:30:12.298 --> 0:30:13.539 I'll join you on that one. 0:30:13.779 --> 0:30:14.760 That's a good one. 0:30:15.020 --> 0:30:16.122 That will make you feel good 0:30:16.162 --> 0:30:17.082 at the end of the day, right? 0:30:17.162 --> 0:30:17.982 So why not? 0:30:18.282 --> 0:30:18.522 Yeah. 0:30:18.563 --> 0:30:20.305 If I could come in all the way at the back, 0:30:20.365 --> 0:30:21.846 then I think I've won 0:30:21.865 --> 0:30:23.326 because I'm the laziest. 0:30:23.406 --> 0:30:25.147 The goal is to be the laziest. 0:30:25.788 --> 0:30:26.509 So, you know, 0:30:26.548 --> 0:30:28.029 I think what that does is it 0:30:28.069 --> 0:30:29.050 really connects me more 0:30:29.070 --> 0:30:30.250 with people in my industry 0:30:30.290 --> 0:30:31.031 and stuff like that. 0:30:31.152 --> 0:30:33.054 When you go ahead and you do 0:30:33.153 --> 0:30:34.055 something fun. 0:30:34.555 --> 0:30:35.375 And it's interesting how 0:30:35.415 --> 0:30:37.137 you're kind of mixing those activities. 0:30:37.298 --> 0:30:38.519 And when you're in unique 0:30:38.638 --> 0:30:40.681 locations like your hotels are, 0:30:41.020 --> 0:30:42.182 you're really able to 0:30:42.221 --> 0:30:43.303 extend those communities 0:30:43.824 --> 0:30:44.624 either to the culture 0:30:44.683 --> 0:30:47.926 within or stuff outside the buildings. 0:30:47.988 --> 0:30:48.748 Right, Nicole? 0:30:48.827 --> 0:30:49.568 Absolutely. 0:30:49.648 --> 0:30:52.191 It's part of our conditioning of, you know, 0:30:52.491 --> 0:30:53.231 we are there to... 0:30:54.133 --> 0:30:56.355 inspire travel and right and 0:30:56.576 --> 0:30:58.077 um enable the world to meet 0:30:58.117 --> 0:30:59.559 and connect no matter where 0:30:59.599 --> 0:31:00.601 you are in the world and if 0:31:00.641 --> 0:31:01.741 you think about the 0:31:01.781 --> 0:31:02.884 connections that you can 0:31:02.943 --> 0:31:04.846 inspire if you do it right 0:31:05.807 --> 0:31:06.949 um it can truly have an 0:31:07.009 --> 0:31:08.089 immense effect around the 0:31:08.130 --> 0:31:09.711 world yeah and I think one 0:31:09.791 --> 0:31:11.413 thing that all sorry 0:31:11.453 --> 0:31:13.737 Anthony go ahead go ahead 0:31:14.271 --> 0:31:14.952 One thing that all 0:31:14.972 --> 0:31:15.973 inclusives will sometimes 0:31:16.034 --> 0:31:17.415 get a bad rap for is 0:31:17.776 --> 0:31:18.896 because you tend to stay on 0:31:18.936 --> 0:31:19.837 property the whole time, 0:31:19.897 --> 0:31:21.820 you don't experience the community, 0:31:22.141 --> 0:31:22.741 the culture, 0:31:22.801 --> 0:31:24.042 you don't get to see as much. 0:31:24.063 --> 0:31:25.805 And so that's one of the things that we're, 0:31:25.964 --> 0:31:27.165 one of the barriers that 0:31:27.185 --> 0:31:28.647 we're really focused on breaking down, 0:31:28.688 --> 0:31:30.049 whether it's through the cuisine, 0:31:30.490 --> 0:31:31.490 through the cocktails, 0:31:31.872 --> 0:31:33.192 through the entertainment, 0:31:33.373 --> 0:31:34.575 we will have shows. 0:31:35.242 --> 0:31:36.284 bring the local culture to 0:31:36.344 --> 0:31:37.345 life but we'll also 0:31:37.365 --> 0:31:39.125 there'll be handicrafts so 0:31:39.166 --> 0:31:40.227 you can learn what the 0:31:40.287 --> 0:31:41.628 local artisans are making 0:31:41.729 --> 0:31:43.569 or the design the decor in 0:31:43.589 --> 0:31:44.730 the property is all 0:31:44.790 --> 0:31:46.112 inspired by where you are 0:31:46.212 --> 0:31:47.374 because again I think 0:31:47.413 --> 0:31:47.933 that's something that 0:31:47.973 --> 0:31:49.075 people don't necessarily 0:31:49.174 --> 0:31:51.196 expect but that traveling 0:31:51.217 --> 0:31:52.198 with purpose whether it's 0:31:52.278 --> 0:31:53.278 meeting with purpose or 0:31:53.318 --> 0:31:54.740 just me as a single 0:31:54.940 --> 0:31:55.921 individual traveler 0:31:55.961 --> 0:31:57.362 traveling with purpose 0:31:57.721 --> 0:31:59.604 getting to experience the culture getting 0:32:00.380 --> 0:32:01.381 Also getting off property, 0:32:01.401 --> 0:32:03.622 getting them out, having excursions, 0:32:03.741 --> 0:32:05.903 getting them to actually go out and see. 0:32:05.982 --> 0:32:07.284 So it's not just sit, 0:32:07.403 --> 0:32:08.564 plop them in a room or plop 0:32:08.584 --> 0:32:09.964 them by the beach and hope for the best. 0:32:11.174 --> 0:32:12.095 You know, I love what you say, 0:32:12.134 --> 0:32:12.955 travel with purpose. 0:32:12.976 --> 0:32:14.276 And when you go into these events, 0:32:14.655 --> 0:32:15.737 things have changed in the 0:32:15.797 --> 0:32:18.357 sense of pre-COVID, hate to say, 0:32:18.397 --> 0:32:19.218 but pre-COVID, 0:32:20.019 --> 0:32:20.778 people went to work and 0:32:20.798 --> 0:32:21.219 they went to these 0:32:21.259 --> 0:32:22.799 conferences and kind of 0:32:22.819 --> 0:32:23.559 felt the same thing. 0:32:24.039 --> 0:32:26.361 When people work from home, yes, 0:32:26.461 --> 0:32:27.682 maybe they're more productive, 0:32:27.701 --> 0:32:28.741 maybe they're not, I'm not sure, 0:32:29.521 --> 0:32:30.803 depending on who you listen to. 0:32:30.883 --> 0:32:32.242 Level of motivation, right? 0:32:32.263 --> 0:32:33.384 Right. 0:32:33.423 --> 0:32:35.545 But you're able to go to the drugstore, 0:32:35.565 --> 0:32:37.144 you know, when you want to. 0:32:37.486 --> 0:32:38.625 You're able to go get your 0:32:38.645 --> 0:32:40.727 teeth cleaned when you want to and work 0:32:41.047 --> 0:32:43.509 work into your day and work 0:32:43.549 --> 0:32:44.570 those things into your day 0:32:44.631 --> 0:32:45.731 and it's easier and it's 0:32:45.771 --> 0:32:46.992 better and it feels better 0:32:47.373 --> 0:32:48.394 and you maybe you could be 0:32:48.433 --> 0:32:49.255 less stressed maybe more 0:32:49.275 --> 0:32:49.895 stressed depending on who 0:32:49.935 --> 0:32:51.277 you are but same thing when 0:32:51.317 --> 0:32:53.338 I go to a convention I want to be able to 0:32:54.611 --> 0:32:56.112 jet out and playing that basketball game. 0:32:56.511 --> 0:32:57.652 I want to be like, for example, 0:32:57.692 --> 0:32:59.012 I was in a hotel, beautiful hotel, 0:32:59.732 --> 0:33:01.794 and I went to the gym and 0:33:01.814 --> 0:33:02.554 the equipment was a little 0:33:02.574 --> 0:33:04.434 bit old and the ceiling was 0:33:04.474 --> 0:33:06.455 a little low and it did its 0:33:06.496 --> 0:33:07.976 job and I went back to my room. 0:33:08.176 --> 0:33:09.176 But then I had been to this 0:33:09.257 --> 0:33:11.458 other health facility and I 0:33:11.478 --> 0:33:12.919 went like every time I could. 0:33:12.939 --> 0:33:13.959 I just wanted to be in the 0:33:13.979 --> 0:33:15.359 facility because the lighting was right, 0:33:15.400 --> 0:33:16.240 the equipment was right. 0:33:16.779 --> 0:33:17.881 There was a beautiful view 0:33:18.361 --> 0:33:19.101 and it was complete. 0:33:19.621 --> 0:33:20.402 And the hotel with the 0:33:22.243 --> 0:33:24.669 fitness facility that wasn't that great. 0:33:24.689 --> 0:33:25.711 It was a nicer hotel, 0:33:26.192 --> 0:33:27.094 but I had a better 0:33:27.134 --> 0:33:28.657 experience because that 0:33:28.718 --> 0:33:30.401 facility hit all the points 0:33:30.421 --> 0:33:31.002 you just talked about. 0:33:31.601 --> 0:33:31.681 Yeah. 0:33:31.701 --> 0:33:33.422 And you know what's interesting, Anthony, 0:33:33.662 --> 0:33:35.123 is we, as an industry, 0:33:35.163 --> 0:33:36.363 we so often look at the 0:33:36.423 --> 0:33:37.624 fitness experience through 0:33:37.644 --> 0:33:39.105 the lens of square footage 0:33:39.144 --> 0:33:40.045 and what kind of fitness 0:33:40.105 --> 0:33:41.105 equipment you have. 0:33:41.746 --> 0:33:42.566 And it's really, again, 0:33:42.586 --> 0:33:44.446 the totality of the experience, right? 0:33:44.906 --> 0:33:46.107 We all see where the fitness 0:33:46.127 --> 0:33:46.948 trends are going with 0:33:47.028 --> 0:33:49.028 interactive equipment like Peloton. 0:33:49.068 --> 0:33:50.289 I know Nicole and I, 0:33:50.329 --> 0:33:51.711 we're both Peloton riders. 0:33:51.790 --> 0:33:53.371 But like having, you know, 0:33:53.391 --> 0:33:54.471 last year we launched 0:33:54.592 --> 0:33:55.952 Peloton across all Hilton 0:33:55.992 --> 0:33:57.373 hotels here in North America, 0:33:57.393 --> 0:33:58.374 a number of other countries. 0:33:58.534 --> 0:33:59.534 And that has been a game 0:33:59.574 --> 0:34:00.855 changer in terms of 0:34:01.394 --> 0:34:04.036 the level of appeal and 0:34:04.115 --> 0:34:05.997 value you can offer to customers, 0:34:06.057 --> 0:34:07.297 whether it's an in-room or 0:34:07.376 --> 0:34:08.398 fitness experience. 0:34:08.458 --> 0:34:09.358 But you're absolutely right. 0:34:09.438 --> 0:34:11.278 I mean, look, as an industry, 0:34:11.298 --> 0:34:11.978 there's quite a bit of 0:34:11.998 --> 0:34:13.559 variability in the fitness 0:34:13.599 --> 0:34:14.820 and the wellness experience. 0:34:15.059 --> 0:34:16.641 And that to me, 0:34:16.740 --> 0:34:17.762 as we look to the future 0:34:17.782 --> 0:34:18.942 and a post-pandemic world, 0:34:20.443 --> 0:34:21.583 is one of the areas we need 0:34:21.623 --> 0:34:23.284 to also double down on in 0:34:23.324 --> 0:34:24.503 the sense of how do you 0:34:24.543 --> 0:34:25.585 feel at the end of the day 0:34:25.784 --> 0:34:27.605 after you've stayed at a hotel, 0:34:27.684 --> 0:34:28.666 attended a convention, 0:34:29.706 --> 0:34:31.646 and truly experienced that 0:34:31.686 --> 0:34:32.686 are all across the world. 0:34:33.067 --> 0:34:34.088 And what happens in our 0:34:34.168 --> 0:34:35.407 industry for some reason, 0:34:35.807 --> 0:34:36.568 for at least when I was 0:34:36.608 --> 0:34:37.509 growing up in the industry, 0:34:37.688 --> 0:34:39.289 we get lazy and we kind of 0:34:39.329 --> 0:34:41.170 just kind of cruise, right? 0:34:41.231 --> 0:34:42.490 And now everything's changing, 0:34:42.530 --> 0:34:43.630 so we're all changing. 0:34:44.992 --> 0:34:46.492 But this is kind of our job, right? 0:34:46.713 --> 0:34:50.653 Our job is to think for the consumer, 0:34:51.094 --> 0:34:52.735 to think six months ahead, a year ahead, 0:34:53.335 --> 0:34:54.797 and kind of change with them. 0:34:54.838 --> 0:34:56.099 And it's hard to move a boat 0:34:56.159 --> 0:34:58.422 that big and it's really, 0:34:58.443 --> 0:35:00.025 not only you're moving it, 0:35:00.045 --> 0:35:01.206 not only you're in the right direction, 0:35:01.487 --> 0:35:02.248 but you're winning the best 0:35:02.289 --> 0:35:02.789 place to work. 0:35:02.849 --> 0:35:03.891 So it really says a lot 0:35:03.931 --> 0:35:04.692 about your co-worker, 0:35:04.711 --> 0:35:05.693 a lot about your company, 0:35:06.293 --> 0:35:07.476 and really a lot about 0:35:08.233 --> 0:35:10.135 You know, we can't be rooted anymore. 0:35:10.275 --> 0:35:10.534 You know, 0:35:10.695 --> 0:35:11.835 one of the things that frustrated me, 0:35:11.876 --> 0:35:13.356 and I was kind of like this 0:35:13.436 --> 0:35:14.336 person that was kind of 0:35:14.356 --> 0:35:15.637 like what they call a renegade, 0:35:15.697 --> 0:35:17.717 because I was never comfortable. 0:35:18.197 --> 0:35:20.039 I was always pushing, pushing, pushing, 0:35:20.079 --> 0:35:22.500 pushing, because at the end of the day, 0:35:22.519 --> 0:35:23.721 I've been through those 0:35:23.760 --> 0:35:24.641 doors a million times, 0:35:24.661 --> 0:35:25.902 but the customer's their first time. 0:35:25.942 --> 0:35:27.282 So we've got to act like 0:35:27.322 --> 0:35:28.342 it's our first time. 0:35:28.902 --> 0:35:29.762 You know, Anthony, 0:35:29.963 --> 0:35:30.643 you said a couple of 0:35:30.704 --> 0:35:32.385 interesting points that remind me. 0:35:32.804 --> 0:35:34.445 Yesterday, you know, Nicole knows this. 0:35:34.485 --> 0:35:35.827 We had a town hall call with 0:35:36.007 --> 0:35:37.166 all of our general managers 0:35:37.206 --> 0:35:38.128 and commercial leaders for 0:35:38.148 --> 0:35:38.768 the Hilton brand. 0:35:39.659 --> 0:35:40.278 and we had David, 0:35:40.318 --> 0:35:41.780 our general manager of the 0:35:42.239 --> 0:35:43.340 Beverly Hilton speaking. 0:35:43.420 --> 0:35:45.621 And imagine the pressure of Beverly Hilton, 0:35:45.740 --> 0:35:47.722 whether it's the Golden Globe Awards, 0:35:48.641 --> 0:35:50.121 whether it's the various 0:35:50.202 --> 0:35:52.362 events that are tied to the Oscars, 0:35:52.463 --> 0:35:54.724 talk about influencers being on stage. 0:35:56.264 --> 0:35:57.784 One of the things that he said is, 0:35:58.125 --> 0:36:00.045 you gotta treat every team 0:36:00.105 --> 0:36:01.485 member and every customer 0:36:01.606 --> 0:36:02.485 as if they're the greatest 0:36:02.505 --> 0:36:03.385 celebrity out there. 0:36:03.586 --> 0:36:06.286 And imagine that can create interest. 0:36:06.306 --> 0:36:07.608 When you have that mindset, 0:36:08.467 --> 0:36:11.050 of every team member, every customer, 0:36:11.110 --> 0:36:13.371 no matter what their status or how well, 0:36:13.451 --> 0:36:14.791 how famous they are or not, 0:36:15.371 --> 0:36:16.552 the culture that creates. 0:36:16.913 --> 0:36:17.213 And, you know, 0:36:17.233 --> 0:36:18.153 we talk a little bit early 0:36:18.293 --> 0:36:19.914 on about a great place to work. 0:36:19.934 --> 0:36:20.695 But if you look at our key 0:36:20.715 --> 0:36:22.215 strategic priorities as Hilton, 0:36:22.896 --> 0:36:24.036 win with our culture has 0:36:24.077 --> 0:36:24.896 always been number one. 0:36:25.177 --> 0:36:26.057 That's where it stops. 0:36:26.257 --> 0:36:26.978 That's where it starts. 0:36:27.018 --> 0:36:27.838 And that's where it stops. 0:36:27.878 --> 0:36:28.940 That is the foundation. 0:36:29.539 --> 0:36:31.001 And that is truly prevailing 0:36:31.581 --> 0:36:32.922 across all of our leadership ranks. 0:36:35.262 --> 0:36:36.463 I think you're muted again, Anthony. 0:36:37.543 --> 0:36:39.025 I talk about it in my book, 0:36:39.125 --> 0:36:41.467 and there's a word, authenticity. 0:36:41.487 --> 0:36:42.708 It's really important to me, right? 0:36:43.509 --> 0:36:45.010 When I had all the TV shows, 0:36:45.411 --> 0:36:46.552 they said in the focus 0:36:46.612 --> 0:36:47.393 group that I'm the most 0:36:47.492 --> 0:36:50.536 authentic guy in that 0:36:50.695 --> 0:36:52.717 segment of television 0:36:52.797 --> 0:36:53.418 because I don't know how to 0:36:53.438 --> 0:36:54.119 do it any other way. 0:36:54.420 --> 0:36:55.440 So when you're running a hotel, 0:36:55.481 --> 0:36:56.882 I always say get fired doing your job. 0:36:56.922 --> 0:36:58.143 Don't get fired not doing your job. 0:36:59.164 --> 0:37:00.865 Push the envelope. 0:37:01.306 --> 0:37:02.827 Push your boss a little bit. 0:37:02.867 --> 0:37:04.128 Know when to be quiet, 0:37:04.148 --> 0:37:05.789 but know when to stand up. 0:37:06.349 --> 0:37:08.010 And I just got off stage, 0:37:08.050 --> 0:37:09.052 and one of the things I 0:37:09.112 --> 0:37:11.713 said was most of the 0:37:11.753 --> 0:37:12.755 creative ideas I've ever 0:37:12.795 --> 0:37:14.076 had in my life and all the 0:37:14.135 --> 0:37:14.976 turnarounds we've done 0:37:15.436 --> 0:37:16.418 didn't come from me. 0:37:16.958 --> 0:37:17.878 It came from that young 0:37:17.958 --> 0:37:19.139 person that I noticed that 0:37:19.199 --> 0:37:20.320 wasn't speaking up because 0:37:20.380 --> 0:37:22.402 there's too many senior 0:37:22.422 --> 0:37:23.063 people in the room. 0:37:23.443 --> 0:37:24.943 And when the senior people leave, I go, 0:37:24.963 --> 0:37:26.025 can I talk to you for a second? 0:37:26.445 --> 0:37:27.746 And literally, there's a young lady. 0:37:27.786 --> 0:37:30.288 And then after they freak out. 0:37:30.728 --> 0:37:32.088 There's a young lady, Laura Knipe, 0:37:32.530 --> 0:37:35.472 that turned around a hotel 0:37:35.692 --> 0:37:36.793 I was working at as vice 0:37:36.833 --> 0:37:38.474 president with her one idea. 0:37:38.574 --> 0:37:40.876 And it took me a few minutes 0:37:40.896 --> 0:37:41.617 to calm her down. 0:37:41.936 --> 0:37:42.838 And she closed the door. 0:37:42.858 --> 0:37:43.838 I walked out of the room. 0:37:43.858 --> 0:37:44.358 She comes back. 0:37:44.378 --> 0:37:45.039 She goes, I got it. 0:37:45.500 --> 0:37:46.179 She gave it to me. 0:37:46.219 --> 0:37:46.900 And we turned around the 0:37:46.940 --> 0:37:48.442 entire company based on what she said. 0:37:48.902 --> 0:37:51.204 So that's when you feel safe, 0:37:51.224 --> 0:37:53.126 when you feel psychologically safe. 0:37:53.146 --> 0:37:53.246 Yeah. 0:37:53.987 --> 0:37:55.929 that your boss isn't going to fire you, 0:37:55.969 --> 0:37:57.429 write you off, tell their boss, 0:37:57.489 --> 0:37:58.170 make fun of you. 0:37:58.190 --> 0:37:59.070 And I've been there. 0:37:59.331 --> 0:38:00.271 I've been to all those things. 0:38:00.931 --> 0:38:02.132 And when you feel 0:38:02.192 --> 0:38:04.072 psychologically safe and trusted, 0:38:04.112 --> 0:38:06.034 it's like being in your 0:38:06.094 --> 0:38:07.454 home with good parents. 0:38:07.594 --> 0:38:09.036 It's like I make a mistake 0:38:09.076 --> 0:38:10.257 and my parents aren't going 0:38:10.297 --> 0:38:11.777 to yell at me. 0:38:12.057 --> 0:38:13.018 I saw something on TikTok. 0:38:13.038 --> 0:38:14.059 I sent it to my daughter and said, 0:38:14.438 --> 0:38:15.719 when you make a mistake, come home. 0:38:16.280 --> 0:38:18.260 When something fails, come home. 0:38:18.780 --> 0:38:20.161 When you need money, come home. 0:38:20.661 --> 0:38:21.943 And when you're working in a 0:38:22.003 --> 0:38:23.304 place that you really feel that, 0:38:24.360 --> 0:38:25.521 then you can really do things. 0:38:26.481 --> 0:38:27.141 Anthony, 0:38:27.161 --> 0:38:28.784 we just completed some research 0:38:28.824 --> 0:38:29.945 around the world with our 0:38:29.965 --> 0:38:31.405 team members because brand 0:38:31.465 --> 0:38:33.407 culture and our culture is so important. 0:38:33.427 --> 0:38:34.027 We ask people, 0:38:34.528 --> 0:38:35.608 we ask our leaders as well 0:38:35.650 --> 0:38:36.269 as team members, 0:38:36.789 --> 0:38:39.032 what do you most value and appreciate? 0:38:39.333 --> 0:38:40.293 And I'll see if I recall, 0:38:40.313 --> 0:38:42.896 but it's all about feeling appreciated, 0:38:43.987 --> 0:38:45.530 heard and cared for. 0:38:46.110 --> 0:38:47.431 And those are exactly the 0:38:47.472 --> 0:38:48.253 words that she used. 0:38:48.273 --> 0:38:49.454 When I feel appreciated, 0:38:49.494 --> 0:38:50.295 heard and cared for, 0:38:50.315 --> 0:38:54.000 it just unleashes creativity, innovation. 0:38:54.121 --> 0:38:55.882 And that's what we're seeing as well. 0:38:56.123 --> 0:38:57.804 I'm gonna put you on the 0:38:57.824 --> 0:38:58.927 spot because maybe you can 0:38:58.947 --> 0:38:59.927 teach somebody something 0:38:59.947 --> 0:39:00.768 out there since you guys 0:39:00.849 --> 0:39:02.070 won the big award, right? 0:39:02.811 --> 0:39:04.271 is that's fine it's fine to 0:39:04.311 --> 0:39:05.353 say that but it's here it 0:39:05.373 --> 0:39:07.273 starts here in your office 0:39:07.574 --> 0:39:08.153 and it has to go all the 0:39:08.173 --> 0:39:09.195 way down to the housekeeper 0:39:09.695 --> 0:39:10.755 and then my housekeeper 0:39:10.775 --> 0:39:12.496 supervisor isn't very nice 0:39:12.876 --> 0:39:13.858 and then my housekeeping 0:39:13.898 --> 0:39:15.458 supervisor boss is nice but 0:39:15.498 --> 0:39:16.639 their boss is really really 0:39:16.699 --> 0:39:18.280 nice and their boss is nice 0:39:18.481 --> 0:39:19.420 but then their boss isn't 0:39:19.440 --> 0:39:21.061 so nice and then how does 0:39:21.101 --> 0:39:23.264 it go all the way down the 0:39:23.304 --> 0:39:24.744 laundry chute to housekeeping 0:39:25.478 --> 0:39:26.179 here's what I'll tell you 0:39:26.219 --> 0:39:28.764 anthony um if if and I'll 0:39:28.804 --> 0:39:30.086 speak more as a former 0:39:30.126 --> 0:39:31.489 consultant versus a health 0:39:31.548 --> 0:39:32.731 and leader because back 0:39:32.811 --> 0:39:33.913 prior to my health and role 0:39:33.932 --> 0:39:34.793 I said I had a few years in 0:39:34.833 --> 0:39:35.896 consulting and what I can 0:39:35.916 --> 0:39:37.518 tell you from all the 0:39:37.878 --> 0:39:39.001 research and companies I've 0:39:39.041 --> 0:39:40.242 worked for if you look at 0:39:40.992 --> 0:39:41.833 If green is you have a 0:39:41.893 --> 0:39:45.217 highly engaged leader who leads a team, 0:39:45.478 --> 0:39:47.661 listens, supports, coaches, encourages, 0:39:47.840 --> 0:39:49.222 and red is you don't do any 0:39:49.242 --> 0:39:49.822 of those things. 0:39:50.463 --> 0:39:51.905 Green tends to follow green 0:39:52.085 --> 0:39:53.547 and red tends to follow red. 0:39:53.686 --> 0:39:55.228 So it starts at the top and 0:39:55.550 --> 0:39:56.871 it's all about how we 0:39:57.030 --> 0:39:58.213 emulate those behaviors 0:39:58.233 --> 0:39:59.434 through all the leadership rings. 0:40:00.119 --> 0:40:04.083 And one of the things that we do, 0:40:04.244 --> 0:40:05.764 although we're a hospitality business, 0:40:06.266 --> 0:40:07.726 we do give each other feedback. 0:40:08.407 --> 0:40:10.550 And when we're on property, 0:40:10.650 --> 0:40:11.751 we know people are watching. 0:40:11.811 --> 0:40:12.510 How do you show up? 0:40:12.590 --> 0:40:13.472 How do you ask questions? 0:40:13.532 --> 0:40:14.233 How do you listen? 0:40:14.893 --> 0:40:16.434 And so that is truly across 0:40:16.514 --> 0:40:18.436 all of our operations leaders, 0:40:18.516 --> 0:40:19.398 general managers. 0:40:20.898 --> 0:40:23.159 It's just, I hate to put it that simply, 0:40:23.219 --> 0:40:25.219 but it's about emulating. 0:40:25.280 --> 0:40:27.139 It's not about only what you say, 0:40:27.179 --> 0:40:28.420 but what you actually do 0:40:29.061 --> 0:40:30.581 and doing that repeatedly 0:40:30.780 --> 0:40:31.840 over and over again. 0:40:31.942 --> 0:40:33.521 It's kind of like the good old saying, 0:40:33.541 --> 0:40:35.762 you know, when, 0:40:36.023 --> 0:40:37.222 what is the Aristotle saying? 0:40:37.922 --> 0:40:40.403 When excellence is not an act, but a habit, 0:40:40.483 --> 0:40:40.764 right? 0:40:40.884 --> 0:40:42.224 It's what you repeatedly do. 0:40:42.344 --> 0:40:43.585 So that's part of, 0:40:44.434 --> 0:40:46.317 you know, what it takes on a living. 0:40:46.336 --> 0:40:47.137 With that environment and 0:40:47.157 --> 0:40:48.378 you really build the culture you build, 0:40:48.860 --> 0:40:49.481 it gets easier. 0:40:49.501 --> 0:40:50.141 And I'll tell you what, 0:40:50.222 --> 0:40:51.103 it gets easier at heart. 0:40:51.222 --> 0:40:52.465 It gets easier in the sense of, 0:40:53.393 --> 0:40:54.853 your team starts to pop 0:40:54.893 --> 0:40:55.673 people out that don't 0:40:55.833 --> 0:40:58.094 understand before it even comes to you. 0:40:58.135 --> 0:40:59.556 Because they're like, what are you doing? 0:40:59.896 --> 0:41:00.715 This is weird. 0:41:00.916 --> 0:41:01.637 This is weird. 0:41:01.856 --> 0:41:02.597 It's not what we do. 0:41:03.418 --> 0:41:05.059 But finding those people is 0:41:05.079 --> 0:41:06.079 becoming more and more difficult. 0:41:06.099 --> 0:41:08.199 But when you find them, you got awarded. 0:41:08.500 --> 0:41:10.121 You got awarded that flat version. 0:41:10.721 --> 0:41:12.702 And it's easy to give up. 0:41:12.942 --> 0:41:15.083 It's easy to say, oh, kids today, 0:41:15.143 --> 0:41:16.364 people today, nobody cares. 0:41:16.804 --> 0:41:17.583 People care, 0:41:17.983 --> 0:41:20.184 whether it be a thousand years 0:41:20.264 --> 0:41:21.606 ago or whether it be today. 0:41:22.206 --> 0:41:23.646 People want to feel part of 0:41:23.666 --> 0:41:24.806 the community and they want 0:41:24.827 --> 0:41:26.106 to feel loved and cared for. 0:41:26.126 --> 0:41:28.748 I was that kid that never 0:41:28.788 --> 0:41:29.568 raised his hand because I 0:41:29.588 --> 0:41:30.608 was afraid people would make fun of me. 0:41:31.746 --> 0:41:33.168 when you raise your hand 0:41:33.509 --> 0:41:34.510 even if somebody says 0:41:34.570 --> 0:41:35.911 something that maybe not 0:41:35.931 --> 0:41:37.172 like you don't know what 0:41:37.192 --> 0:41:37.793 the hell they're talking 0:41:37.813 --> 0:41:39.514 about making them feel like 0:41:39.534 --> 0:41:40.855 hey thanks for making you 0:41:40.916 --> 0:41:41.835 know thanks for asking the 0:41:41.856 --> 0:41:43.498 question it comes down to 0:41:43.538 --> 0:41:45.099 that thank people for 0:41:45.159 --> 0:41:46.159 asking the question even if 0:41:46.219 --> 0:41:46.940 it's not a relevant 0:41:46.981 --> 0:41:47.942 question or a question you 0:41:47.961 --> 0:41:49.483 want to answer thanking 0:41:49.523 --> 0:41:50.985 people asking the question 0:41:51.085 --> 0:41:52.246 is what gets people 0:41:52.865 --> 0:41:53.947 comfortable and feeling 0:41:54.027 --> 0:41:55.429 safe that's a great point 0:41:56.836 --> 0:41:58.838 Wow, I really like that. 0:41:59.157 --> 0:42:01.820 Nicole, you want to add anything to that? 0:42:02.179 --> 0:42:03.119 Yeah, I mean, 0:42:03.159 --> 0:42:04.561 the one thing that I'd add is 0:42:05.240 --> 0:42:06.481 what's also important is 0:42:06.561 --> 0:42:08.003 making sure that you are 0:42:08.103 --> 0:42:09.382 evolving with the times. 0:42:09.563 --> 0:42:11.483 So our culture is amazing. 0:42:11.523 --> 0:42:12.244 Our culture, 0:42:12.385 --> 0:42:14.326 we've won Best Place to Work for, 0:42:14.965 --> 0:42:16.467 the Light and Warmth of Hospitality. 0:42:16.922 --> 0:42:17.664 But Anthony, 0:42:17.704 --> 0:42:18.704 to the point you were making 0:42:18.764 --> 0:42:19.545 about it's not, oh, 0:42:19.585 --> 0:42:20.425 kids these days don't like 0:42:20.465 --> 0:42:21.206 to work or whatnot. 0:42:21.507 --> 0:42:23.409 You also have to evolve how 0:42:23.449 --> 0:42:24.389 the culture comes to life. 0:42:24.409 --> 0:42:25.391 So how do we make people 0:42:25.431 --> 0:42:27.313 feel safe and heard today 0:42:27.333 --> 0:42:28.813 is possibly different. 0:42:28.833 --> 0:42:30.054 And I would say it is 0:42:30.114 --> 0:42:31.836 different from how we did 0:42:31.896 --> 0:42:33.978 that 15 years ago, 30 years ago, 0:42:33.978 --> 0:42:35.900 50 years ago, what people needed today. 0:42:36.615 --> 0:42:38.356 so what we needed to do to 0:42:38.737 --> 0:42:40.278 keep our culture relevant 0:42:40.978 --> 0:42:42.780 and best in class is 0:42:42.820 --> 0:42:43.961 different and I think when 0:42:44.021 --> 0:42:45.121 you sit back and you say 0:42:45.443 --> 0:42:46.282 excellent we've won this 0:42:46.342 --> 0:42:47.824 award we are fantastic 0:42:47.884 --> 0:42:49.244 thank you for noticing have 0:42:49.304 --> 0:42:50.425 a nice day that's when 0:42:50.445 --> 0:42:51.666 everything starts to go 0:42:51.706 --> 0:42:53.088 downhill but it's that 0:42:53.248 --> 0:42:54.469 keeping that drum beat up 0:42:54.809 --> 0:42:56.570 staying curious listening 0:42:56.610 --> 0:42:57.831 we have a team member 0:42:57.871 --> 0:42:59.132 resource group that is all 0:42:59.152 --> 0:43:00.554 about intergenerational 0:43:00.954 --> 0:43:02.614 learning and interaction so 0:43:02.635 --> 0:43:03.396 that all the different 0:43:03.416 --> 0:43:04.195 generations that are 0:43:04.215 --> 0:43:05.077 working here in this 0:43:05.097 --> 0:43:06.358 building and in our hotels 0:43:06.838 --> 0:43:08.199 have a chance to speak to 0:43:08.239 --> 0:43:09.519 each other and learn from each other. 0:43:09.800 --> 0:43:10.300 But it's also, 0:43:10.340 --> 0:43:11.782 it is absolutely self-selection. 0:43:12.161 --> 0:43:13.302 And I see it every day when 0:43:13.342 --> 0:43:14.864 we are converting a hotel. 0:43:14.923 --> 0:43:16.425 So if it's not a new build 0:43:16.465 --> 0:43:17.726 that we created as Hilton, 0:43:18.005 --> 0:43:19.047 we're taking it over from 0:43:19.086 --> 0:43:20.847 another brand or some other 0:43:20.987 --> 0:43:23.329 function and we get to go in 0:43:23.771 --> 0:43:24.632 and work with the team 0:43:24.652 --> 0:43:25.612 members and help them 0:43:25.672 --> 0:43:26.652 understand the Hilton 0:43:26.693 --> 0:43:28.134 culture and the excitement 0:43:28.153 --> 0:43:29.434 that I see in their eyes, 0:43:29.494 --> 0:43:30.875 the opportunities that I see, 0:43:31.175 --> 0:43:35.175 but also how we have to evolve with them. 0:43:35.476 --> 0:43:37.376 And it's not just a quick break, 0:43:37.416 --> 0:43:39.018 but understand them, listen to them. 0:43:39.358 --> 0:43:40.358 Those are all the components 0:43:40.438 --> 0:43:41.938 I'd say that really help 0:43:41.998 --> 0:43:44.000 keep us moving forward. 0:43:46.817 --> 0:43:48.177 Yeah, no, just one more piece. 0:43:48.237 --> 0:43:49.199 I was just thinking about like, 0:43:49.858 --> 0:43:51.300 we talked earlier about how 0:43:51.340 --> 0:43:52.681 we focus on creating 0:43:52.721 --> 0:43:53.862 experience for a customer 0:43:53.882 --> 0:43:55.382 that's more engaging and 0:43:55.483 --> 0:43:56.903 entertainment and celebrations. 0:43:57.664 --> 0:43:59.786 When you lead cross-generational teams, 0:44:00.606 --> 0:44:02.407 recognition, celebration, 0:44:02.547 --> 0:44:03.367 it's a big part of it. 0:44:03.708 --> 0:44:06.389 And it feels like every hotel that I visit, 0:44:06.730 --> 0:44:08.010 there's a reason to celebrate. 0:44:08.070 --> 0:44:09.512 There's a reason to recognize. 0:44:09.552 --> 0:44:11.072 And our teams are doing an 0:44:11.132 --> 0:44:12.873 incredible job being creative. 0:44:12.954 --> 0:44:14.054 And that's my inspiration to 0:44:14.074 --> 0:44:15.096 all of our leaders out there. 0:44:15.893 --> 0:44:16.855 Be creative, 0:44:17.434 --> 0:44:18.414 lean into recognition 0:44:18.454 --> 0:44:19.775 celebration because people 0:44:19.976 --> 0:44:23.697 need that positivity to keep going. 0:44:23.717 --> 0:44:24.719 That's what keeps you going. 0:44:24.759 --> 0:44:24.978 That's, 0:44:25.059 --> 0:44:25.878 that's what kind of makes the 0:44:25.918 --> 0:44:26.780 culture sticky. 0:44:27.400 --> 0:44:28.701 And it's so easy to say it 0:44:28.740 --> 0:44:31.061 takes a little bit of time and prep, uh, 0:44:31.161 --> 0:44:32.541 but it becomes cultural and 0:44:32.561 --> 0:44:33.202 then it just keeps 0:44:33.242 --> 0:44:34.163 happening over and over 0:44:34.202 --> 0:44:34.943 again as part of what 0:44:34.963 --> 0:44:35.623 contributes to this. 0:44:35.724 --> 0:44:37.045 I'll tell you what, uh, you know, 0:44:37.085 --> 0:44:38.344 I don't know the exact quote, 0:44:38.364 --> 0:44:39.565 but it's something like, uh, you know, 0:44:39.746 --> 0:44:41.407 a compliment can feed you for a week. 0:44:41.686 --> 0:44:43.186 or something like that, right? 0:44:43.327 --> 0:44:45.568 I mean, that's so, it's so right. 0:44:45.608 --> 0:44:46.807 It really changes everything. 0:44:46.847 --> 0:44:47.688 It makes you feel really 0:44:47.748 --> 0:44:51.048 good about being in a workplace. 0:44:51.128 --> 0:44:52.708 I don't understand what Dr. 0:44:52.748 --> 0:44:53.710 Suzanne is doing over there. 0:44:53.809 --> 0:44:54.730 I'm not touching it. 0:44:56.590 --> 0:44:57.971 Usually I'm the one at fault 0:44:58.210 --> 0:44:58.911 for everything. 0:44:59.030 --> 0:45:01.050 So, you know, I'm just talking about. 0:45:01.231 --> 0:45:02.490 I want to say this too, 0:45:02.510 --> 0:45:03.132 because it's really 0:45:03.152 --> 0:45:04.592 important for young managers. 0:45:06.271 --> 0:45:08.393 A bad manager can kill 10 0:45:08.393 --> 0:45:09.333 years of movement. 0:45:09.969 --> 0:45:12.409 yeah we've all seen it and 0:45:12.750 --> 0:45:13.530 that's why it's so 0:45:13.590 --> 0:45:14.331 important when young 0:45:14.371 --> 0:45:16.331 managers are coming in and 0:45:16.751 --> 0:45:18.012 they're you know they're 0:45:18.032 --> 0:45:18.952 seeing things that aren't 0:45:19.112 --> 0:45:20.333 making sense they got to 0:45:20.393 --> 0:45:21.914 change it because somebody 0:45:21.954 --> 0:45:23.853 before you laid really good 0:45:23.873 --> 0:45:25.094 groundwork and if you allow 0:45:25.114 --> 0:45:27.356 that standard like you said 0:45:27.376 --> 0:45:28.795 it has to be sticky if that 0:45:28.815 --> 0:45:29.797 standard is not sticky that 0:45:29.817 --> 0:45:31.617 culture is not sticky what 0:45:31.637 --> 0:45:33.398 you took you 100 and x 0:45:33.418 --> 0:45:34.559 amount of years to build 0:45:35.079 --> 0:45:36.579 will take you that quick to 0:45:36.619 --> 0:45:37.860 lose yeah absolutely 0:45:38.780 --> 0:45:39.400 And, you know, 0:45:39.681 --> 0:45:41.041 the brand Hilton has been 0:45:41.081 --> 0:45:43.224 around for 105 years and 0:45:43.284 --> 0:45:44.945 consumers keep changing and 0:45:44.965 --> 0:45:46.306 you want to keep customers engaged. 0:45:46.347 --> 0:45:48.809 So the last thing that I 0:45:48.849 --> 0:45:50.650 want to ask you folks about 0:45:50.751 --> 0:45:52.992 here today is how are you 0:45:53.092 --> 0:45:55.333 staying relevant to your 0:45:55.393 --> 0:45:56.815 individual customers when 0:45:56.916 --> 0:45:58.036 all of our tastes are 0:45:58.117 --> 0:45:59.998 changing and the world has 0:46:00.137 --> 0:46:01.820 opened up and it's really 0:46:01.900 --> 0:46:03.621 hard to stay in somebody's 0:46:03.862 --> 0:46:06.204 brain if you're just fine. 0:46:06.224 --> 0:46:06.304 Yeah. 0:46:06.844 --> 0:46:07.443 experience. 0:46:07.463 --> 0:46:08.344 You've really got to, I think, 0:46:08.364 --> 0:46:09.664 connect viscerally with 0:46:09.724 --> 0:46:10.806 people in order to get 0:46:10.846 --> 0:46:11.465 something to stick. 0:46:11.525 --> 0:46:13.186 So what's your philosophy behind that? 0:46:13.847 --> 0:46:16.168 Look, on a fundamental level, Glenn, 0:46:16.188 --> 0:46:17.929 a lot of listening and 0:46:18.009 --> 0:46:20.409 connecting with our customers go through. 0:46:20.570 --> 0:46:22.411 We do an incredible amount 0:46:22.471 --> 0:46:23.871 of research and data with 0:46:23.931 --> 0:46:24.731 all the customers. 0:46:25.628 --> 0:46:26.489 what they appreciate, 0:46:26.530 --> 0:46:28.231 how the behaviors are changing, 0:46:28.831 --> 0:46:30.432 what are the elements of 0:46:30.452 --> 0:46:31.414 the experience that are 0:46:31.454 --> 0:46:33.094 resonating and not resonating. 0:46:33.175 --> 0:46:34.817 So, and we do a lot of focus groups. 0:46:35.177 --> 0:46:37.018 I know when I travel around our hotels, 0:46:37.099 --> 0:46:38.760 I actually do ask our customers, 0:46:39.179 --> 0:46:40.240 how's your stay? 0:46:40.742 --> 0:46:41.663 What can we do better? 0:46:42.103 --> 0:46:43.923 You learn an incredible amount, 0:46:43.963 --> 0:46:45.905 but it really boils down to 0:46:46.626 --> 0:46:48.588 people are looking for 0:46:48.929 --> 0:46:50.329 highly reliable and 0:46:50.469 --> 0:46:52.791 friendly experiences as a baseline. 0:46:53.442 --> 0:46:54.501 they're looking for ways 0:46:54.541 --> 0:46:55.902 like nicole mentioned like 0:46:56.163 --> 0:46:57.083 give me something that 0:46:57.163 --> 0:46:58.663 makes the experience unique 0:46:58.702 --> 0:47:00.182 and differentiating you can 0:47:00.222 --> 0:47:01.463 accomplish that through um 0:47:02.844 --> 0:47:04.284 an elevated food and 0:47:04.304 --> 0:47:06.045 beverage offering uh you 0:47:06.065 --> 0:47:07.224 can accomplish that through 0:47:07.244 --> 0:47:08.425 entertainment programs you 0:47:08.445 --> 0:47:09.585 can accomplish that through 0:47:09.644 --> 0:47:10.465 how you organize the 0:47:10.485 --> 0:47:11.405 meeting and event you can 0:47:11.445 --> 0:47:12.606 accomplish a lot of that 0:47:12.666 --> 0:47:14.905 through product and design 0:47:14.965 --> 0:47:17.327 but bottom line people are 0:47:17.367 --> 0:47:18.226 just particularly in a 0:47:18.286 --> 0:47:19.266 post-pandemic environment 0:47:19.286 --> 0:47:20.027 they want to go and 0:47:20.067 --> 0:47:21.628 experience the world they 0:47:21.668 --> 0:47:22.967 want to go experience 0:47:23.657 --> 0:47:27.239 other cultures and how you 0:47:27.260 --> 0:47:28.199 bring that to life. 0:47:28.360 --> 0:47:29.760 So they're looking for 0:47:29.920 --> 0:47:31.141 experiences that are a 0:47:31.342 --> 0:47:32.443 little bit more exclusive, 0:47:32.463 --> 0:47:33.983 a little bit more differentiating. 0:47:34.824 --> 0:47:37.324 Doesn't mean it has to be expensive. 0:47:37.405 --> 0:47:39.005 And our job is to deliver 0:47:39.025 --> 0:47:40.186 that to the world in a way 0:47:40.246 --> 0:47:42.146 that's affordable, appealing, 0:47:42.186 --> 0:47:43.168 and differentiating. 0:47:43.795 --> 0:47:44.855 And I wish there was like 0:47:45.195 --> 0:47:46.135 one common answer. 0:47:46.275 --> 0:47:47.076 And as you can imagine, 0:47:47.096 --> 0:47:48.456 we do have our priorities 0:47:48.476 --> 0:47:49.416 that we're doubling down on. 0:47:49.936 --> 0:47:50.856 But it's really you got to 0:47:50.936 --> 0:47:52.277 localize in terms of how 0:47:52.297 --> 0:47:53.378 does that come to life in 0:47:53.777 --> 0:47:55.599 Tulum or London or Berlin? 0:47:55.759 --> 0:47:57.380 It's just a little bit different. 0:47:57.400 --> 0:47:58.400 But at the end of the day, 0:47:58.420 --> 0:47:59.800 it has to be elevated. 0:47:59.980 --> 0:48:02.641 And so, again, technology, service culture, 0:48:02.721 --> 0:48:04.402 all the various elements tie into it. 0:48:04.782 --> 0:48:06.463 But you package it up, 0:48:06.643 --> 0:48:07.284 it's got to give you 0:48:07.324 --> 0:48:08.666 something that's positive. 0:48:09.947 --> 0:48:11.748 Before Glenn wraps it up, 0:48:12.248 --> 0:48:13.590 I'm not letting you get away with it. 0:48:13.650 --> 0:48:14.791 What was your first Hilton drop? 0:48:15.853 --> 0:48:17.376 Thanks for bringing it back to that. 0:48:17.596 --> 0:48:21.880 My first Hilton job was, well, 0:48:21.940 --> 0:48:22.920 I've been a consultant to 0:48:22.960 --> 0:48:24.081 Hilton for seven years, 0:48:24.101 --> 0:48:24.862 a little bit after 0:48:24.943 --> 0:48:26.304 Blackstone took over Hilton. 0:48:26.483 --> 0:48:30.467 So my first job was to study 0:48:30.568 --> 0:48:32.570 and understand what our owners, 0:48:32.849 --> 0:48:33.831 our owners are such an 0:48:33.891 --> 0:48:35.592 important stakeholder to the business, 0:48:35.652 --> 0:48:36.512 as you can imagine. 0:48:36.632 --> 0:48:38.315 And we have owners truly around the world. 0:48:38.335 --> 0:48:40.876 So for my first assignment was to 0:48:41.697 --> 0:48:42.838 figure out what our owners 0:48:42.898 --> 0:48:44.079 think of our hilton brands 0:48:44.858 --> 0:48:46.260 um you know return on 0:48:46.280 --> 0:48:47.460 franchise fees easy to do 0:48:47.500 --> 0:48:48.621 business with our brains 0:48:48.661 --> 0:48:49.601 are appealing are they 0:48:49.641 --> 0:48:51.541 first choice and we learn 0:48:51.621 --> 0:48:53.242 an incredible amount you 0:48:53.262 --> 0:48:54.282 know just like we listen to 0:48:54.322 --> 0:48:55.722 customers how we listen to 0:48:55.822 --> 0:48:57.324 owners and how that informs 0:48:57.923 --> 0:48:59.184 how we ensure that we 0:48:59.224 --> 0:49:00.565 deliver maximum value to 0:49:00.585 --> 0:49:03.306 them and when I joined hilton full-time 0:49:04.266 --> 0:49:06.106 My job was pretty much similar. 0:49:06.126 --> 0:49:07.648 It was to reconcile how do 0:49:07.668 --> 0:49:09.608 we take all the brain 0:49:09.688 --> 0:49:10.869 priorities and initiatives 0:49:10.929 --> 0:49:11.929 and reconcile with the 0:49:11.989 --> 0:49:13.909 needs that our owners have with what to, 0:49:14.471 --> 0:49:14.751 you know, 0:49:14.831 --> 0:49:15.891 number of the efforts we have 0:49:15.971 --> 0:49:17.652 underway right now of 0:49:18.132 --> 0:49:19.693 fundamentally from owner perspective, 0:49:19.713 --> 0:49:20.313 we want to make sure we're 0:49:20.393 --> 0:49:21.333 easy to do business with 0:49:21.494 --> 0:49:23.114 and we're first choice when 0:49:23.134 --> 0:49:24.574 we're making our brain decisions. 0:49:24.655 --> 0:49:25.876 So it's been a great ride. 0:49:26.155 --> 0:49:27.735 The question you want to ask 0:49:27.795 --> 0:49:29.916 though is what is the job 0:49:29.956 --> 0:49:31.318 that Leonard's children 0:49:31.898 --> 0:49:33.400 think he has or what what 0:49:33.420 --> 0:49:34.601 did they used to think he 0:49:34.661 --> 0:49:36.061 did for a living at Hilton? 0:49:36.081 --> 0:49:38.824 So that is the more amusing answer. 0:49:38.864 --> 0:49:39.804 So you have to remember, 0:49:39.925 --> 0:49:40.706 we did an interview 0:49:40.746 --> 0:49:41.947 together when I was leading 0:49:41.987 --> 0:49:43.367 home to suites a couple of years ago. 0:49:43.387 --> 0:49:43.969 Remember that? 0:49:44.983 --> 0:49:46.043 And at that time, 0:49:47.103 --> 0:49:49.286 we're launching home to suites in China, 0:49:49.306 --> 0:49:50.907 and we're about to launch it in Europe. 0:49:50.967 --> 0:49:52.347 And a lot of calls, 0:49:52.387 --> 0:49:53.528 this was actually during COVID. 0:49:54.088 --> 0:49:55.170 And a lot of times, you know, 0:49:55.210 --> 0:49:56.650 the configuration of the room, 0:49:56.710 --> 0:49:58.152 where the sofa goes, for example. 0:49:58.791 --> 0:50:00.934 And so my son, Alex, who's 12, 0:50:00.934 --> 0:50:02.275 he thinks that my full job 0:50:02.335 --> 0:50:03.454 is moving furniture around. 0:50:03.554 --> 0:50:04.795 All you keep talking about 0:50:04.835 --> 0:50:05.976 is where a sofa is going. 0:50:05.996 --> 0:50:07.077 So when people ask him, 0:50:07.097 --> 0:50:08.179 what is your dad for a living? 0:50:08.338 --> 0:50:08.838 There you go. 0:50:08.878 --> 0:50:09.780 He moves furniture around. 0:50:11.019 --> 0:50:12.141 That's a step. 0:50:12.561 --> 0:50:13.442 You do pretty well for 0:50:13.461 --> 0:50:14.523 moving furniture around. 0:50:16.206 --> 0:50:16.646 Well, funny, 0:50:17.007 --> 0:50:18.307 it's really a testament to 0:50:18.487 --> 0:50:19.248 kind of when you're, 0:50:19.969 --> 0:50:20.748 whether you're in school or 0:50:20.789 --> 0:50:21.650 whether you're a consultant, 0:50:21.829 --> 0:50:22.990 like you were basically on 0:50:23.050 --> 0:50:24.652 a seven-year job interview, right? 0:50:24.913 --> 0:50:26.193 Because as you're consulting 0:50:26.614 --> 0:50:27.574 and people are seeing your 0:50:27.614 --> 0:50:29.556 value within the company, they're like, 0:50:29.615 --> 0:50:31.878 we got to bring this guy inside. 0:50:32.057 --> 0:50:33.699 I'm like a renovation cycle, right? 0:50:33.818 --> 0:50:36.141 So you took seven years and 0:50:36.161 --> 0:50:37.481 you're renovating it again, you know? 0:50:38.983 --> 0:50:39.605 That's hysterical. 0:50:39.925 --> 0:50:40.865 I do want to apologize for 0:50:40.885 --> 0:50:41.746 everyone who's making comments. 0:50:41.766 --> 0:50:43.067 We couldn't get to any of 0:50:43.106 --> 0:50:43.847 those today because this 0:50:43.887 --> 0:50:47.329 conversation was so much fun. 0:50:47.769 --> 0:50:49.851 Nicole, before we wrap up, 0:50:49.972 --> 0:50:52.653 any final thoughts with you? 0:50:53.494 --> 0:50:54.635 What is it like working in 0:50:54.855 --> 0:50:55.916 the hotel business compared 0:50:55.936 --> 0:50:56.856 to all the other industries? 0:50:56.916 --> 0:50:58.438 And I'm super biased. 0:50:58.498 --> 0:50:59.219 I think this is the best 0:50:59.639 --> 0:51:01.099 freaking business you could be in. 0:51:01.516 --> 0:51:02.918 I mean, I completely agree. 0:51:03.418 --> 0:51:04.199 In a nutshell, 0:51:04.278 --> 0:51:06.101 when I joined Hilton three weeks in, 0:51:06.322 --> 0:51:08.384 friends and family were telling me, 0:51:08.643 --> 0:51:10.746 unasked for, just sharing their opinion, 0:51:11.608 --> 0:51:13.228 you are happier. 0:51:13.610 --> 0:51:15.050 We can see there is a change in you. 0:51:15.192 --> 0:51:16.672 And immediately when I got here, 0:51:16.853 --> 0:51:17.554 everything changed. 0:51:17.673 --> 0:51:19.356 I say this in every meeting that I'm in, 0:51:19.456 --> 0:51:20.677 every time I get to present 0:51:20.777 --> 0:51:22.360 any conference, I have 0:51:23.094 --> 0:51:24.878 What I say is the best job in the company. 0:51:25.418 --> 0:51:27.322 Our VP of luxury or SVP of luxury, 0:51:27.461 --> 0:51:29.286 maybe he can fight me on that, 0:51:29.346 --> 0:51:30.847 but it's absolutely the 0:51:30.887 --> 0:51:31.769 best job in the company. 0:51:31.789 --> 0:51:33.693 And I keep a magnet on my 0:51:33.733 --> 0:51:35.456 refrigerator that quote is 0:51:35.496 --> 0:51:36.577 attributed to Mark Twain. 0:51:37.130 --> 0:51:39.110 but travel is fatal to prejudice. 0:51:39.251 --> 0:51:40.411 And I believe in the power 0:51:40.471 --> 0:51:41.931 of what our industry can do. 0:51:41.952 --> 0:51:43.652 I love, like I said, 0:51:43.711 --> 0:51:44.713 creating something new with 0:51:44.733 --> 0:51:46.733 the resorts and the all inclusives, 0:51:46.793 --> 0:51:49.074 but the power of the hospitality industry, 0:51:49.094 --> 0:51:49.954 I have fun. 0:51:50.074 --> 0:51:50.974 I have purpose. 0:51:51.434 --> 0:51:52.536 I'm exploring the world. 0:51:52.615 --> 0:51:53.795 I'm meeting amazing people. 0:51:53.815 --> 0:51:54.376 I agree. 0:51:54.396 --> 0:51:55.217 I happen to think it's, 0:51:55.416 --> 0:51:56.496 it's the absolute best 0:51:56.556 --> 0:51:58.358 industry and I'm very lucky 0:51:58.398 --> 0:51:59.257 to have found my way here. 0:51:59.657 --> 0:52:00.237 For sure. 0:52:00.438 --> 0:52:01.559 And Anthony has been very 0:52:01.599 --> 0:52:02.478 lucky to have a speaking gig, 0:52:02.498 --> 0:52:03.860 but he's got to run to the airport. 0:52:03.880 --> 0:52:04.440 So we're going to, 0:52:04.619 --> 0:52:05.900 wrap this up right now 0:52:05.920 --> 0:52:06.920 nicole leonard you're 0:52:06.940 --> 0:52:09.222 amazing thank you so much 0:52:09.262 --> 0:52:10.603 for being here and anthony 0:52:10.862 --> 0:52:12.264 I i this is the point where 0:52:12.284 --> 0:52:13.043 I should torture you and 0:52:13.083 --> 0:52:14.324 keep going on but no I'm 0:52:14.344 --> 0:52:15.324 just gonna say follow us on 0:52:15.344 --> 0:52:16.925 the podcast if you if you 0:52:17.025 --> 0:52:17.987 uh if you aren't doing that 0:52:18.027 --> 0:52:19.146 subscribe now and of course 0:52:19.206 --> 0:52:20.288 all shows are no vacancy 0:52:20.327 --> 0:52:22.369 news.com remember I've got 0:52:22.429 --> 0:52:24.329 one life so blaze on and be 0:52:24.349 --> 0:52:26.010 kind to yourself see y'all tomorrow