College of Agricultural, Food, and Environmental Sciences
Experience Industry Management Department
BS in Recreation, Parks, and Tourism Administration
Company culture is an essential element to the success of any organization. This is especially true in the hospitality industry where positive employee experiences are vital to customer satisfaction. The purpose of this study was to examine the company culture of Hilton. Data were sourced primarily from Hilton websites, third-party websites, and academic articles. This study found that Hilton’s culture is shaped by compelling mission, vision, and value statements that drive every organizational aspect. Additionally, award-winning reward, recognition, and training programs sustain and reinforce a culture that grants Hilton a unique competitive advantage. To maintain market leadership, Hilton must continually improve internal programs and update metrics that align employee performance with business goals. It is recommended that Hilton’s cultural practices be used as a benchmark for other hospitality companies. Lastly, future research should analyze how consistently Hilton’s culture practices are implemented across its myriad luxury, resort, and select service brands.