The coronavirus pandemic has forced Hilton to suspend operations at many of its hotels around the world, and furlough more than 60% of its 430,000-person workforce.
CEO Chris Nassetta has said it will take years and a new operational approach to return to its pre-coronavirus performance high after its strongest ever year, in 2019.
All of Hilton’s properties in China have reopened and enjoy about 40% occupancy, while in the US occupancy is averaging mid-20%.
Around Hilton 900 hotels worldwide are temporarily shut.
This interview outlines the future hotel experience, from digital check-in and digital room keys to operational changes, as social distancing and avoiding high-touch areas.
Hilton is partnering with the maker of Lysol and consulting with the Mayo Clinic on its new standard of hotel cleanliness, Hilton CleanStay. The company will conduct employee body temperature checks, and require the use of PPE such as face masks and gloves. Room temperature, lighting, and remote control features can all be adjusted through the Hilton Honors app, and room service will follow a “knock and drop” policy.