We are stronger together

As we approach the end of what has been an incredibly challenging 2020, I would like to take a moment to reflect on all that we have been able to achieve despite the difficulties. We have been able to take on the trials of 2020, and not only survive, but in many ways, grow. This is a testament to the continued dedication and perseverance of all our Team Members, and I would like to sincerely thank each and every one of you for your unrelenting efforts.

Responding to the Outbreak and Serving Our Communities

From the start of the COVID-19 outbreak, Hilton Team Members in China banded together and responded with efforts to serve guests, the community at large, and each other.  

This included our hotels in Hubei which provided clean, comfortable rooms for the frontline medical professionals from around China who flew in to support local hospitals in Wuhan – as well as hotels across China which received these medical teams as they returned home following their assignments.  It also includes Hilton Team Members who came together to support unsung heroes – delivery workers, city sanitation staff, police officers, highway traffic controllers, social workers, community volunteers, and many others – with creative acts of care, including free food delivery and community watch volunteering.

Our team members’ efforts demonstrated not only the warmth of hospitality, but also Hilton’s commitment to serving the communities in which we operate.

Reopening and Innovating in the Face of Challenges

In respect to Hilton’s operations, we faced significant challenges of our own – at our lowest point, the pandemic forced us temporarily suspend operation in almost 150 hotels in China. However, by May 8, we became the first international hotel group to re-open all of our hotels in the country – thanks to the strict anti-epidemic measures implemented at each hotel, and the Team Members who worked hard to implement them.

Hilton was the first international hotel group that launched responsive cancellation policies, while also extending Hilton Honors memberships and points, and implementing policies to help reduce the burden on owner’s operations.  As an industry pioneer, we also introduced the Hilton CleanStay program to deliver an industry-defining standard of cleanliness and disinfection in our Hilton properties – providing additional assurance to guests.

Meanwhile, the challenges that we faced this year made us rethink travelers’ demands within this ‘new normal’ – with opportunities for business innovation, service upgrades, added brand value, and digital innovation. Hilton has remained dedicated to creating exceptional online experiences for guests, with take-away service, chef live-streaming, and on-line sales being some of the innovative programs we; implemented during the pandemic to keep business running. Digital innovation was further highlighted in 2020 with our “Xiao Xi” customer service chatbot. Born in February, Xiao Xi provides guests with a quick and convenient one-stop source for travel advisory services – offering an additional level of convenience during a difficult year.

Key Growth Milestones, Despite Headwinds

Beyond meeting challenges and improving our operations, we were also able to achieve a number of meaningful growth milestones.

One such milestone was the opening of our 300th hotel in China – Waldorf Astoria Xiamen. This opening, during such an unprecedented time for the global hospitality industry, is a strong testament to the incomparable resilience and potential of the China market, as well as to our commitment to contributing to the sustainable development of China’s travel and tourism industry. Another milestone was the official debut of our 10th brand into Greater China, Tapestry Collection by Hilton. Marked by the opening of Hotel Resonance Taipei, this brand introduction serves as a further sign of recovery in the region.

To support our advancement in China, we completed the relocation of our Greater China South Headquarters to the up-and-coming Nanshan district in Shenzhen. The new office will look after some 50 operating properties across Southern China as we look to capture the dynamic growth opportunities of the Greater Bay Area.

Critically, we have also continued our significant advances in the mid-scale and focused-service markets with Home2 Suites, Hampton by Hilton and Hilton Garden Inn.

In June, we announced the signing of an exclusive management license agreement with Country Garden subsidiary, Funyard Hotel Investment, to introduce and develop the Home2 Suites by Hilton brand in China with 1,000 hotels to be developed under the plan. For Hampton, we extended our management license agreement with Jin Jiang International to 2034. This exclusive license agreement, originally signed in 2014, has cemented Hampton by Hilton as a leading focused-service brand in China, and this extension marks a strengthened cooperation pursue an ambitious plan to operate over 600 Hampton by Hilton hotels in China. Finally, with the new version of Hilton Garden Inn, we have injected bright energy into the Chinese hospitality industry, earning an exceptional response from owners and guests. At the HGI Roadshow in October, we shared market insights and HGI’s optimistic growth plan in China with owners and investors. We also signed management agreements to confirm the opening of 15 new Hilton Garden Inn hotels.

With this growth, it is clear that our team members’ dedication has secured the trust of our partners and guests – and for that, I thank you. Despite this year’s challenges, we remain on track to reach our growth goals of 1000 hotels in China by 2025.

A Final Testament to Our Team Members’ Efforts

Perhaps the greatest recognition of our team members’ efforts came at the end of this year, when global research and consulting firm, Great Place to Work?, announced that Hilton took the top spot on this year’s list of “Best Workplaces in Greater China? 2020”. This is the sixth consecutive year that Hilton has been named to Greater China’s “Best Workplaces” list, and the second consecutive year that it has been named as one of the country’s best workplaces for women.

Especially during such a challenging year, each and every Team Member has proven themselves to be our greatest assets as we have striven to overcome difficulties, serve our guests, and support each other in the workplace.

I would like to once again thank all of our team members for your contributions, trust, and service. Our Purpose is to be the most hospitable company in the world – for both guests and Team Members – and you have gone above and beyond in living that purpose this year.

Thank you – our team members, and I wish you all the best as we continue to serve guests and each other in 2021.

Qian Jin