GOOD DAY, READERS.
Hilton CEO Chris Nassetta said he's not a fan of how the industry handles complaints. Typically, a guest who grumbles at a Hilton front desk on checkout walks away with "a bazillion Honors points," he said. His fix: AI that catches problems "in the moment," before checkout.
Nassetta also argues that Hilton's 28-brand portfolio isn't sprawl but a data-backed answer to what owners and guests keep asking for. Hilton runs 28 brands compared to rivals with "38, 42, 45," he said. Every Hilton brand with at least 100 open hotels beats its local competitors on RevPAR, and new brands aren't cannibalizing older ones. So expect more brands.
Skift Global Forum
Nassetta will make Hilton's growth-and-AI case in person at Skift Global Forum, the room where travel's biggest bets get pressure-tested, not pitched.
He joins the CEOs of Booking Holdings, Expedia, Accor, and Wyndham across three days at the North Javits Center, September 22-24. Standard pricing holds through July 30.
DON’T MISS THESE STORIES
Hilton’s Chris Nassetta: Why 28 Brands Aren’t Too Many and the ‘Bazillion Points’ Problem
by Sean O'Neill
Hilton CEO Chris Nassetta defended the company's need for 28 brands as a data-driven strategy rather than sprawl, while also pointing to AI as the next lever for fixing guest problems in the moment.
Say Goodbye to $9 Tickets. Higher Fares Are Here to Stay, United CEO Says
by Meghna Maharishi
United CEO Scott Kirby argues that surging fuel costs aren’t entirely responsible for higher airfares. Instead airlines are capitalizing on more pricing power driven by ballooning operating costs and a readjustment in domestic capacity.
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From emperor penguins to the Northern Lights, Lindblad shows why rare, unscripted moments may be becoming more valuable than traditional markers of luxury.
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MORNING HEADLINES
SKIFT PODCAST NETWORK
Booking Holdings is making a major bet on B2B.
In this clip from Good Morning Hospitality, A Skift Podcast, Brandreth Canaley and Michael Goldin discuss why Booking is consolidating its B2B business, how Expedia has turned partnerships into a growth engine, and why expanding distribution could become even more important as AI reshapes how travelers discover and book trips.
PEOPLE MOVES
This week's people moves shaping the industry. Let us know about a move.
Anthony Woodman is departing Virgin Atlantic after a decade as Vice President, Flying Club & CRM. His responsibilities will be shared among colleagues rather than replaced like-for-like.
Carly Biggart is leaving Hurtigruten after nearly seven years, most recently as Vice President of Sales & Marketing for the Americas.
Visit Phoenix has promoted Eric Kerr to Chief Strategy & Insights Officer and Dana Swan to Chief People & Culture Officer, expanding its C-suite after a year of strong growth for the destination marketing organization.
Hakan Keskin has been named Head of Hospitality at Emaar Hospitality Group, bringing senior leadership experience across large-scale investments, business transformation, and corporate finance.
Mattheos Georgiou has been promoted to Head of Global Operations at Kerzner International, expanding his remit to oversee One&Only, SIRO, and Rare Finds.
Paul Beukers, co-founder and Chief Commercial Officer of Katanox, has been appointed CEO, succeeding fellow co-founder Mendel Senf, who is stepping down.
Jingyuan Sun has been appointed Chief Technical Officer at Wizz Air, joining from SR Technics Switzerland, where she served as Senior Vice President, bringing 18+ years of aviation maintenance and engineering leadership.
Fatih Durmaz has been named SVP and Global Head of Digital Channels & Holidays at Turkish Airlines, leading commercial operations across Europe, Central, and South Asia after most recently serving as VP of the Americas.
Steve Reynolds is departing Qatar Airways after six and a half years, most recently as Senior Vice President of Discover Qatar, the airline's destination management arm.
Luke Bugeja is stepping down as CEO of Ferrovial Airports after five years, retiring in November.
John L. Morton, formerly Managing Director at Global Infrastructure Partners, will succeed him from September.
David Peller has joined Yeogi Eottae (Good Choice) as Non-Executive Director, bringing his board-level experience across travel, hospitality, and technology to South Korea's leading OTA.
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SKIFT TRAVEL 200
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