2022 Hilton Year In Review
In 2022, our Hilton family of Team Members, owners and partners once again did their part to spread the light and warmth of hospitality around the world. As travel came roaring back, our more than 400,000 Team Members welcomed nearly 200 million guests into our hotels. Chris Nassetta, president & chief executive officer, Hilton
Performance
Global Growth And Development
Hilton's proven growth strategy and network effect continues to deliver results that strengthen the company's position for the future. We build our business and guest loyalty through a virtuous cycle of geographic growth, tailored brand expansion and chain-scale diversification to serve any guest for any stay occasion, anywhere in the world.
Organic Brand Growth
Over the last 15 years, Hilton has more than doubled its brand portfolio and number of rooms around the world organically, increasing our customer base and broadening our chain scale diversity.
In January 2023, Hilton launched its newest brand, Spark by Hilton, which provides a simple, reliable and comfortable stay for every guest, all at an accessible price. For developers, Spark by Hilton leverages an innovative conversion model to offer a compelling investment.
Growing Sustainably
As one of the world's largest hospitality companies, we recognize Hilton has a responsibility to protect the planet and support the communities we serve to ensure our hotel destinations remain vibrant and resilient for generations of travelers to come.
Hilton is committed to driving responsible travel and tourism globally while furthering positive environmental and social impact and sound governance across our operations and communities through our ESG strategy, Travel with Purpose.
Learn more about progress towards reducing our environmental footprint while increasing our social impact.
Innovation
2022 marked the year travel came roaring back, but not without challenges.
Driven by our founding vision to fill the Earth with the light and warmth of hospitality, Hilton continued to propel the industry forward with smart, innovative solutions.
To meet travelers' evolving needs, Hilton forged new strategic partnerships, expanded digital and customer-centric solutions, evolved the decades-old industry definition of wellness and rewarded our most loyal customers.
Delivering Solutions to Achieve Frictionless Travel
In 2022, people were seeking solutions to take the friction out of travel. Guests embraced Hilton's portfolio-wide innovations, like Hilton Honors Digital Key, Digital Check-in, and Confirmed Connecting Rooms by Hilton. Updated booking filters on Hilton.com also made it easier to search for the right hotel to meet specific needs, including locating EV (Electric Vehicle) charging stations and pet-friendly hotels.
Showcasing the Importance of the Stay
To spotlight Hilton's continued innovation and differentiation in the marketplace, the company launched its first global brand platform, “Hilton. For the Stay.” The platform places the hotel front and center, elevating the role of the importance of reliable, friendly stays to our guests.
Innovating Through Strategic Partnerships
As the world began to travel again, Hilton partnered with leading brands to elevate the guest experience and address evolving traveler needs - from Mars Petcare to Voyager Space and Proof & Company. Each of these partnerships brought new value to travelers with new routines, from expanding onsite pet-friendly property offerings to designing the future of hospitality in space and redefining the beverage experience at Waldorf Astoria Peacock Alleys around the world.
Evolving the Definition of Wellness
After two years of focusing on health, people re-emerged and are redefining what wellness means in their lives. This cultural shift has been the catalyst to an increased focus on wellness at Hilton, from the partnerships chosen, like Peloton and vegan-friendly Aesop, to on-property experiences, like sound or sleep therapy, mindful design and health-focused food and beverage menu options. As an industry-first, the partnership between Hilton and Peloton brought Peloton Bikes to nearly all Hilton's U.S. hotels.
Rewarding our Most Loyal Guests
Today, there is a renewed appreciation for the basic tenet of hospitality: to feel cared for.
After Hilton Honors rolled out automatic upgrades to the Luxury, Lifestyle and Full Service brands in late 2021, in 2022 alone, more than 1.3 million Gold or Diamond members were awarded automatic upgrades ahead of check-in. In addition to upgrades, Hilton Honors members were encouraged to redeem their Points through Hilton Honors Experiences, which taps into travelers' thirst for unforgettable moments around the world. In 2022, Hilton Honors surpassed 150 million members and remains the fastest-growing hotel loyalty program.
Addressing the Future of Sustainable Travel
Both travel managers and event planners are seeking out companies, partners and venues that can help them achieve their ESG goals and help preserve the future of travel.
Hilton's Meet with Purpose, a program created to help customers create meaningful change in both the attendee experience and the communities they visit, remained relevant and popular among customers. According to a co-branded Hilton and American Express Business Travel 2022 study, demand for sustainable and carbon neutral events and ESG reporting strengthened, globally. Hilton's proprietary and award-winning reporting tool, LightStay, enables seamless delivery of that need.
Workplace Culture
Our people-first culture, which is rooted in creating a fully human experience at work for our Team Members, has defined Hilton's growth and success in recent years and will define hospitality for decades to come.
We strive to be the most hospitable company in the world, and work to build a strong employee-centered culture that creates connectivity, camaraderie and trust, which then empowers our Team Members to deliver positive experiences to guests at our hotels.
Diversity, Equity, Inclusion and Belonging
Diversity is at the core of who we are. We are committed to an equitable and inclusive workforce that represents the many different cultures, backgrounds and viewpoints.
We believe our workforce should represent the communities where we live and work, which is why we are committed to achieving global gender parity and 25 percent U.S. ethnic representation at our corporate leadership levels by the end of 2027.
Thrive at Hilton
Thrive at Hilton is our Team Member value proposition designed to enable employees to grow and flourish in both their professional and personal lives. In 2022, we launched and enhanced programs to meet the changing need of today's Team Members, including:
- Care for All, a global platform focused on caregiving for employees and their loved ones; and
- Wellthy, a caregiving concierge service that assists U.S., U.K. and Ireland Team Members working through the logistics of care.
Development and Training
Our career development approach emphasizes customized experiences so that our Team Members can follow a training and career path best suited to their goals.
In 2022, we launched a partnership with Guild Education to provide our U.S. employees with a continuing education platform to help them pursue and attain their educational goals debt-free. This program complements our other programs such as Hilton University, General Manager (“GM”) Academy, and signature leadership development programs that focus on building effective leaders across the enterprise to grow our leadership bench strength.
