Hilton retains world’s best workplace title for second year; CEO explains its employee-first approach

Chris Nassetta said creating a positive workplace requires companies to invest in their employees, give teams a common goal and ensure that organisational values are upheld across all levels.

Hilton has retained the title of the world's best workplace for the second consecutive year, according to Fortune. The chief executive officer (CEO), Chris Nassetta, speaking about the work culture of the hospitality group, said that the company believes in prioritising employees' interests and treating them well, rather than just offering them perks such as free meals, or other benefits. “There’s nothing proprietary about it,” Nassetta said.

Nassetta said creating a positive workplace requires companies to invest in their employees, give teams a common goal and ensure that organisational values are upheld across all levels. He added that businesses must remain committed to these principles even during challenging times.

Hilton's ranking is determined by employee feedback and engagement levels. According to Fortune, the hotel group employs more than 500,000 people across 9,600 properties worldwide and has an employee engagement score of 93%.

“It’s about grinding it out, investing in people, having the top-down purpose-driven north star, getting everyone unified, and doing the ground-up granular work. It’s about doing it and doing it and doing it and doing it. And then, when you-know-what hits the fan, it’s about continuing to live the values of the company," Nassetta said.

Hilton focuses on promoting employees from within

Hilton follows an approach of promoting employees from within the organisation, allowing those who start in frontline roles to eventually take up leadership positions. According to the company, 93% of its hotel leaders began their careers in frontline positions.

The company's internal research also revealed that 67% of its hotel leaders secured their first management role within three years. Hilton supports this career growth by providing employees with training and opportunities to explore different roles within the organisation.

Nassetta believes developing talent internally is essential to preparing future leaders. He also warned against depending too much on external recruitment, saying, “you take way too much risk trying to bring somebody in from the outside.”

Hilton CEO on AI and the future of work

Hilton also spoke about the role of artificial intelligence (AI) in the workplace and suggested that employees should be taught how to use AI at work rather than made to fear losing their jobs.

“There’s so much money and time being spent trying to scare people as opposed to trying to educate people about where … the different possibilities are,” he told me. “AI, as well as other forms of technology we’ve used, have been tools that we can put in the hands of our frontline team members that help them do their job better, faster, easier," he told Fortune.

“It’s a marathon, not a sprint," he added.

About the Author

Kanishka Singharia is a Senior Content Producer at Mint with a passion for news, trends, and the stories shaping the digital world. She specialises in spotting viral narratives by constantly tracking social media platforms and turning them into engaging, reader-friendly stories. Her work ranges from fast-paced breaking updates to sensitive human-interest features, blending speed with clarity. <br><br> With over four years of experience in news and trend reporting, Kanishka has worked with leading organisations such as Hindustan Times and Times Now. She moves seamlessly between profiling business leaders and telling the stories of everyday people, covering national developments just as effortlessly as the memes and conversations that dominate online culture. <br><br> She also reports on real estate developments and civic challenges in major urban hubs like Bengaluru, Delhi, and Gurugram. Her coverage frequently explores the struggles of startup founders, inspiring journeys of CEOs, and the experiences of candidates dealing with the complexities of visa processes. <br><br> Kanishka holds an undergraduate degree in Journalism from Delhi University and a diploma from the Indian Institute of Mass Communication. Rarely offline, she spends much of her time scrolling through X, LinkedIn, Reddit, Instagram, and Facebook in search of the next big story. When she finally logs off, she enjoys binge-watching shows and exploring cafes in pursuit of good food and better conversations.