Inside the Strategy Room 280. Hilton President and CEO Chris Nassetta on culture, strategy, and reinvention
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Dec 4, 2025 Join Chris Nassetta, President and CEO of Hilton, as he shares his transformative journey leading Hilton through crises and innovation. He dives into the shift to a capital-light model and how enhancing brand culture spurred unprecedented growth. Chris highlights the future of travel with AI, predicting personalized experiences and optimizing guest relations. He also reflects on essential leadership lessons in communication and agility, and expresses enthusiasm for the ongoing evolution of the travel industry.
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Turning A Storied Hotel Into A Growth Machine
- Chris Nassetta recounts inheriting Hilton after Blackstone's 2007 buyout and revitalizing its culture and brands.
- He navigated the Great Recession and COVID to emerge stronger with higher margins and rapid growth.
Capital-Light Brand-Led Model
- Hilton transformed into a capital-light, brand-led model by spinning off real-estate and timeshare units.
- This left a high-margin, low-capex consumer business that compounds growth via long-term contracts.
Focus Tech Decisions On Customer Value
- Avoid chasing every shiny object and focus technology through customer needs.
- Keep a steady hand on the wheel to prevent organizational whiplash when adopting new trends.