At the Heart of It All: Building a Culture of Hospitality
Laura Fuentes - Senior VP of Talent & Rewards, Hilton
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Thur., May 25, 2017 from 1:45pm – 2:45pm

Laura Fuentes - Senior VP of Talent & Rewards, Hilton

Hilton has been in the business of hospitality for nearly a century – providing exceptional experiences to guests across its portfolio of world-class brands. However, hospitality does not end with guests. Hilton provides that same hospitality for its Team Members – building employee loyalty and engagement by developing benefits that truly resonate. It started with one goal: for every Team Member to understand that they are the “Heart of Hilton.” With this in mind, Hilton developed an HR strategy rooted in Culture, Talent and Innovation. These three pillars have shaped a greater sense of purpose internally, focused on diversity and growth. And, it drove the digitization and expansion of tools and resources to provide support and unparalleled service to Team Members.

The result is a culture of hospitality; an experience that is meaningful for every single Team Member – from hourly to salaried, regardless of level, across five generations in the workplace. Hilton also recognized that the warmth of hospitality means ensuring that every Team Member felt welcome to bring their whole selves to work, so it launched Team Member Resource Groups to drive true inclusion, and continued to build a culture of collaboration by collecting feedback, engaging in dialogue and listening to Team Member stories. Hilton has built out its development programs to better grow current and future leaders, and develop pathways that allow every Team Member to see a future at Hilton and advance in their careers.

This work continues to be a key differentiator: best-in-class Team Member programs that support the health, happiness and success of a diverse team. Industry-leading parental leave, adoption assistance, GED support and travel discount programs have significantly impacted employee satisfaction.

Hilton has won numerous awards for its workplace culture, including Great Place to Work® recognition in 14 countries and recognition as one of the 100 Best Workplaces for Millennials and for Women by Great Place to Work® in 2016. This year, Hilton increased 30 places on Fortune’s 100 Best Companies to Work For list coming in at #26.

Three key learning objectives

  • Learn how to transform your culture into one that promotes inclusivity and employee programs that have the greatest impact.
  • Learn ways to invest in your employees’ growth and development to build your talent pipeline from within.
  • Learn how to sustain HR innovation in a competitive market by leveraging the feedback of your greatest asset – your people.