In a Facebook Live interview with the Washington Post, Hilton CEO and President Chris Nassetta said guest reservations at his company’s resorts and hotels indicate this Memorial Day weekend will be active. “People want to get out after being couped-up,” said Nassetta during an interview with the Post’s Michael Duffy. Nassetta said people are most interested in going to warm destinations such as the beach. “Florida, I suspect, will be a very busy weekend,” said Nassetta. “Even though no parks (theme parks) are open.”
Nassetta talked about how this is the most challenging period for Hilton, which is celebrating its 100th anniversary. In 2019 Hilton had one of its most successful years ever, averaging one new hotel opening a day, according to Nassetta. Hilton has 6,100 worldwide properties, including China, the epicenter of the novel coronavirus pandemic. “We hit a low point of only 9% of our properties operating,” Nassetta said of Hilton Hotels in China. “Now we’re in the 40% range. It will take three to four years to get back to normal.”
What will that new normal look like? For one, an amped-up approach to cleanliness, as Nassetta described it. He used the term “hospital-grade cleanliness” and says it will be deployed at all Hilton properties around the world. Hilton is consulting with the Mayo Clinic and Reckitt Benckiser, the makers of Lysol Disinfectant. Other things he mentioned: going entirely digital on check-in and check-out to avoid contact with anyone at the front desk, room doors will have breakable seals upon first entry so guests know the room is clean, no room clutter- such as TV remotes- to reduce touching (everything can be accessed by using the Hilton app), and social distancing signage in hotel common areas and restaurants.
Instead of testing Hilton employees for coronavirus, Nassetta says the company will rely instead on self-reporting by employees. The company will execute daily employee temperature checks, issue personal protection equipment, and maintain social distancing. As for the availability of PPE? “We have unlimited access,” said Nassetta. “No problem.” Nassetta doesn’t anticipate PPE and social distancing to last forever, as he foresees a future where society eventually will get back to pre-coronavirus normal.
Nassetta believes leisure travel will lead the way back, followed by business, and then group travel. Hilton furloughed 60% of its workforce during the pandemic and has not asked for any federal cash assistance to sustain its operations during the pandemic.
