Leonard Gooz, Global Brand Leader of Hilton Hotels & Resorts, and Nicole Tilzer, VP, All-Inclusive & Resort Strategy share how they see the state of travel, how it affects their hotels and their go-forward strategy through the prism of their brands.

Video Transcript

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All right,

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so did you plan to be in Hilton

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Head when we’re doing a Hilton show?

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100%.

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That’s why you’re at the

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head of the class.

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I’m Anthony.

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Welcome to No Vacancy Live.

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That’s my friend, Glenn.

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You’re watching the number

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one show in hospitality.

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Welcome to No Vacancy Live.

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Of course,

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we’ve got Anthony Melchiorri over there.

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I’m Glenn Hausman.

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Thanks for spending some

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time with us today.

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Anthony, great to see you.

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How fun it is that you’re at

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a speaking gig in Hilton Head,

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and I’m dreaming about

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being at an all-inclusive

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Hilton in Mexico.

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Listen, you know,

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I knew Hilton was going to be on today,

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so I said,

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go get myself a keynote in Hilton Head.

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Great.

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You know,

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when you do these and you… I’ve

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done them.

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You know, I write…

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The new what I’m going to

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say every single time I

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don’t have a canned speech

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like 40 hours sometimes

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takes a long time.

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My assistant really helps me.

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But when you click and you

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get a standing ovation and

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you get off stage and you’re like, like,

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you just don’t want to get off the stage.

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Like, it’s worth it.

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It was fun.

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It was for the governance

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conference and all the

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tourism people and hotel people here.

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And it was absolutely fun.

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Yeah, that is awesome.

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I love it.

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Well, good for you.

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I love those kinds of things.

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And honestly,

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there’s nothing better than

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feeling when you connect with a group,

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right?

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And you can feel that energy

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going back and forth.

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I came over, you know, staying online,

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taking pictures, and this gentleman said,

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it was very relevant to

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what I’m dealing with every day.

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And he said,

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you just gave me the greatest

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compliment you can give

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anybody that gets on stage.

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Mm-hmm.

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I write it for the audience

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because it’s relevant to

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what you’re thinking about.

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If I’m talking about

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something that has nothing to do with you,

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just to get through the speech,

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what the hell is the difference?

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So anyway,

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and I show them a preview of our

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new show coming out,

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which will be dropped in June.

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You’ll see all over my

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social media very soon.

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Awesome.

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I can’t wait.

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One other thing I cannot…

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wait for.

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I’ve been waiting to do this

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show for a while.

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My goodness, how long has it been?

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Nearly as long as this guy’s

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probably been running

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Hilton Hotels and Resorts.

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We got a twofer today.

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We got Leonard Goulds,

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global brand leader with

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Hilton Hotels and Resorts,

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and the incredible Nicole Tilzer, VP,

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all-inclusive and resort strategy.

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Leonard, we’ll see how it goes.

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You could be as incredible as her today.

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No way.

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I’m not even going to try.

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And as you can tell, I’m the Grinch today.

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So happy Valentine’s to all your viewers.

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But really great to see both of you today.

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Happy Valentine’s Day to you.

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And I’ll tell you what, Leonard,

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the first time we met,

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I felt a love connection

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with you because you are

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just right on with your

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kind of spirit of hospitality.

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And I absolutely love that.

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And I just want to start right here.

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How –

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Freaking cool must it be to

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be the global brand leader

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of one of the most iconic

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hotel brands there is.

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That’s pretty heady stuff right there,

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I’d say.

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It’s an incredible privilege.

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I’d like to think it’s the

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most iconic brand out there.

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105 years young with another

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hundreds of years of

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amazing years ahead of us.

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Yeah, it’s been an incredible ride,

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an incredible brand,

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and our teams are just the

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heroes of the story no

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matter where I go in the world.

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So, yeah, really great to be here,

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Glenn and Anthony,

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and I look forward to

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spending time with you today.

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It’s so iconic,

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it’s got a town named after Hilton.

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And how does it feel to be

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voted the best place to work?

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It feels, I got to tell you,

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as you go around and spend

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time with our teams,

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It’s an incredible feeling

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because everyone is part of it.

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It’s something that truly unites us,

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the spirit, the culture,

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the engagement that our

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team members have truly around the world.

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So people are just excited

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to be here and it

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reinforces all the great

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things that we’ve been building as a team,

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whether it’s Nicole with

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the resorts and all

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inclusive teams and all of

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our operations teams that

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are leading tens and

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hundreds of thousands of

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people around the world.

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It’s an incredible

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Rewards for all the great

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work our team members and

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leaders have been doing.

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yeah I i I agree anthony you

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uh you look like you’re

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gonna say something uh

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glenn because you’re really

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good at what’s the award

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they won for best uh place

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to work uh forbes best

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place to forbes a great

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place to work number one um

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number one right I’m just

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putting things together

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because anthony is going to

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be at the forbes event uh

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in the week after next as a

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matter of fact

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Interesting is it’s not about hotels.

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It’s a business.

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It’s the best business to work at.

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And that was pretty amazing.

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And what a tribute to you and your team.

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And I know if I was choosing

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to work at a brand,

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that would make a big deal for me to say,

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what’s under the hood here?

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Why is everybody like

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working here so much?

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So I’d imagine that’s a big thing.

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A big feather in your cap.

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Nicole,

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how has that changed things when

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you guys were voted that?

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I mean, when you’re interviewing people,

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do they feel like, hey,

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I want to know why it’s an

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important place?

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Honestly,

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I wouldn’t say that it changed

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anything because this was

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our day-to-day culture to begin with.

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So it’s fantastic to be

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recognized as that.

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But this is how we found a

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pride and excitement naturally.

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So people bring it up.

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Every resort, every hotel that we go to,

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we celebrate it.

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but it really hasn’t changed

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anything because to us,

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this is not to sound trite,

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but it’s business as usual.

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This is the hospitality that

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we want to bring to people

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spreading the light and warmth.

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It’s who we are.

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And the biggest thing that I

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hear when we’ve brought on

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a new team member,

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they’ve gone through interviews,

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they’ve been here a few

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weeks and they all say

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everyone is in reality as

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nice and as welcoming and

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as helpful as they were in

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the interviews.

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And I think that’s really

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the sign of success.

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So it hasn’t changed.

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how we are,

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it hasn’t changed how we operate.

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It’s given us a fun reason to celebrate,

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but it’s more of,

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it’s just nice to see other

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people recognizing the hard

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work that our people put in every day.

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I will say one of the cool

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things about seeing the

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great corporate culture

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that you all have is seeing

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how long people stay with

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the company and the

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opportunities they’re

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allowed to grow into, right?

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Leonard,

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what was your first job when you

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were with Hilton?

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Well,

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I thought you were going to ask me

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what my first job was when

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I started in hospitality.

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I’d like to get there for sure.

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So either one.

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Which one do you want to start with?

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All right.

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Let’s start with the first

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job in hospitality.

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The first job in hospitality

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was sweeping the parking

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lot of a Best Western in Bellingham,

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Washington.

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No way.

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And I believe the former

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president of Best Western’s

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first job was at the Hilton in Honolulu,

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as a matter of fact.

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One big family, right?

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Yeah.

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Nicole, how about yourself?

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so actually coming to hilton

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is my first job in

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hospitality I bounced

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around and was at some big

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cpg companies doing more uh

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traditional brand marketing

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and brand management and

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then when I came over to

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hilton it was a fantastic

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opportunity to blend

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everything that I learned

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in classical brand

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management brand marketing

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and bring it to a space

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that I had a personal love

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for and I joined hilton

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leading our destination

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marketing team in new york

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And I am a born and raised New Yorker,

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very proud of that.

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And so for me,

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I was able to say I’m the

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best candidate for this job for X, Y,

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Z reason.

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And you’re not going to find

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a more passionate New Yorker.

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And then that’s really

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translated into you’re not

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going to find a more

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passionate hotelier and resort supporter.

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Anthony?

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I’m a New Yorker growing up in Brooklyn.

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Please don’t tell me you’re

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a New Yorker and then say

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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