Hilton is betting on people in an industry that can’t afford to lose them

Hilton is strategically leveraging AI technology, despite recent industry-wide concerns about job losses due to AI advancements. As AI threatens to make up to half of entry-level white-collar jobs redundant and increase unemployment by 10-20% in the next five years, tech leaders like Anthropic CEO Dario Amodei have expressed worry.

However, Hilton is determined to use AI to enhance, not replace, human interactions. Senior Vice President of HR for Europe, the Middle East, and Africa at Hilton, Steve Ryan, emphasizes the company's commitment to a people-led approach, reassuring employees that the technology is meant to support, not supplant, human hotel staff.

Ryan believes that this people-centric culture, underpinned by a strong purpose-driven strategy and community-focused initiatives, helps to alleviate employee anxieties around AI. The company's focus on creating a positive impact on the community through programs like 'travel with purpose' and a robust employee assistance program has contributed to its top position on Fortune's 100 Best Companies to work for in Europe.

Despite the potential threat to certain roles within the hospitality sector, global demand for workers in the travel and tourism industry is expected to outpace supply by over 43 million by 2035. Hilton is therefore prioritizing staff attraction, enhancing its perks and benefits packages, and ensuring consistent culture across its rapidly expanding portfolio of hotels.