In a world where standards are set by giants such as Amazon and Starbucks, the hospitality space equally has to meet millennials’ high expectations of customer service.

In this article, Mark Weinstein, Hilton’s senior vice president of customer experience, engagement, loyalty and partnerships, discusses: how the company tackles change by thinking like a millennial; encompassing digital transformation; offering room-selections via apps and Google Maps; the millennial mindset and the must-haves; high-tech vs high-touch; communal setting vs. needing time alone; the pressure on a brand that is a century old to be modern; and the future of loyalty programmes.

The conclusion: “It’s no longer good enough just to be the best in your industry — consumers are comparing us to all experiences.”

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