Hilton unveils new workplace survey | News
As work becomes more digital, faster and increasingly disconnected, a critical driver of workplace performance is being overlooked in every sector: people-led hospitality. Today, Hilton unveiled “The Hospitality Mindset: A New Blueprint for Culture and Performance for Any Industry,” a new report in which employees overwhelmingly cite people-centric factors as the strongest drivers of productivity and satisfaction at work.
The report combines new workforce research from Ipsos and Morning Consult among U.S. employees with insights from leaders at Hilton’s top-performing hotels to identify the emerging behaviors shaping the future of work and explore how hospitality-inspired leadership can strengthen workplace culture across industries.
Recently named a World’s Best Place to Work by Great Place to Work and Fortune, Hilton provides a real-world insight into the leadership behaviors that drive connection, retention and performance at scale while operating a global business with hundreds of roles and team structures in 144 countries and territories. That perspective is especially relevant as the business case for employee engagement continues to grow: According to Gallup, companies with high employee engagement experience 18% more productivity and 23% more profitability than companies with low engagement.
The project challenges current assumptions about workplace culture and shows that employees continue to seek connection, trust and belonging in a hybrid world, with almost 50% of early career employees reporting feeling lonely at work (Ipsos). At the same time, work is becoming increasingly transactional as organizations face rapid AI-driven change, creating new pressure on leaders to build cultures that foster true human connection. 77% of respondents say they are more likely to stay if leaders actively build a sense of community (Ipsos).
“As work becomes more digital and AI reshapes the workplace, people still want the same fundamental things: connection, trust and a sense of belonging,” said Laura Fuentes, Hilton Chief Human Resources Officer and head of Hilton Supply Management. “The companies that create such a culture will be the ones that attract talent, retain teams and perform better over time.”
The report is in two parts: First, it includes new research commissioned by Hilton from Ipsos and Morning Consult, which examines five trends that are challenging and reshaping today’s workplaces across all sectors. It then draws insights from an internal Hilton study in which researchers tapped into the wisdom and decades of experience of some of the best people leaders in business – hotel general managers – and offers practical, tangible “hospitality hacks” that any industry can use to build better-connected teams, strengthen culture and improve business results.
Part 1: The trends
The report introduces five workplace trends that will define the next era of workplace leadership and performance:
Mutual mentorship: Employees shift from top-down learning to two-way shared development because learning flows best in all directions.
RTO: Return to Opportunity: The physical workplace is evolving into a hub for connection and culture, where personal connection drives trust, connection and innovation.
From AI fear to AI agency: Success around AI transformation will be found through providing training and support, enabled by the shift from fear to curiosity, where humans are not only informed, but firmly in the lead.
Chief Host Officer: The New Leadership Vibe: Engagement and happiness are driven more by relationships with managers than by traditional workplace perks, where presence, care and attention drive performance.
The meaning multiplier: Purpose drives engagement, but retention is stronger when it is paired with belonging and autonomy.
Here’s what the research revealed in detail about each trend:
Modern teams perform best when learning is shared and not hierarchical. The most effective workplaces shift from top-down development models to a mutual mentorship mentality where everyone teaches, everyone learns, and everyone grows. Employees consistently point to people-oriented factors such as mentorship, culture and feeling valued as the biggest drivers of satisfaction. When growth is continuous, visible and personal, employees are more engaged, more fulfilled and more likely to stay.
74% of employees say mentorship opportunities are important (Ipsos)
77% say mentorship opportunities impact happiness at work (Ipsos)
75% are more likely to stay at organizations where leaders focus on developing them as individuals (Ipsos)
The biggest shift in work isn’t where people work, but how they connect. Across all roles and generations, employees long for stability, visibility and a sense of belonging. Despite evolving work models, the majority still sees value in meeting in person. The most effective return-to-the-office strategies focus on creating meaningful moments that build relationships, promote learning and strengthen teams.
94% say returning to the office today serves a purpose (Morning Consult)
96% of Gen Z employees see the value in coming to the office (Morning Consult)
Nearly 50% of early-career workers report feeling lonely at work (Ipsos)
AI is transforming the way we work, but the real challenge is how people experience the change. Many employees feel uncertain about the impact of AI and look to employers for clarity, tools and support. Organizations that take a people-centered approach—where the human is not just in charge, but clearly in charge—and prioritize learning, experimentation, and building trust can move employees from fear to agency. When people feel equipped and supported, AI becomes a catalyst for growth rather than a source of fear.
52% of employees are concerned about the impact of AI on their work (Ipsos)
62% believe AI will significantly change the way they work over the next three years (Ipsos)
55% expect employers to provide AI skills, tools and subscriptions (Ipsos)
Today’s workforce is redefining what matters most, and it’s not ping pong tables or free food. Employees are looking for something more human: to feel seen, heard and valued by their leaders. Strong manager relationships, meaningful growth opportunities and a sense of belonging are the true drivers of engagement and retention. The most effective leaders operate in “host mode,” creating environments where people thrive through presence, attention and genuine care.
92% say a good relationship with their manager is crucial to happiness (Morning Consult)
50% cite feeling valued as one of the main reasons they stay in their job (Morning Consult)
About 40% of employees say they would stay in their job because of workplace relationships (Morning Consult)
A goal is no longer a nice-to-have. Instead, it is a stabilizing force in times of change. Employees want to know that their efforts matter and contribute to something bigger. That sense of meaning is enhanced when it is accompanied by connectedness and autonomy, and when people feel connected to others and able to act. When leaders reinforce purpose through everyday experiences, engagement strengthens, performance improves, and retention follows.
88% say purpose influences career decisions and 85% say work that makes a difference influences their career decisions (Ipsos)
77% are more likely to stay if leaders actively build a sense of community (Ipsos)
52% of employees say a sense of accomplishment (like checking off a to-do list), and 33% say recognition from managers defines a good day at work (Ipsos)
Part 2: A practical playbook for managers full of ‘hospitality hacks’
Hilton also outlines management practices that leaders can use to respond to these workforce pressures.
Based on high-performing hotel teams, the playbook highlights simple practices that leaders in any industry can adapt to strengthen culture, improve collaboration and support retention:
Activating cross-functional task forces to accelerate learning and agility: Build cross-trained “surge” teams to support short-term peak periods, quickly share knowledge and reinforce a mentorship mentality where everyone teaches and learns.
Create intentional spaces and moments for connection and community: Design consistent touchpoints and shared spaces (physical or virtual) where teams connect, surface issues early, and build relationships that improve daily collaboration.
Replace performative presence with real presence: Leaders spend structured time where work is happening to coach in the moment, identify friction, and build trust.
Make AI learning intriguing, not scary: provide tools and training, then normalize “learn-out-loud” through bite-sized pilots, team demos, and internal forums that turn fear into choice.
Create your own holiday: Turn recognition into rituals and repeatable moments that reinforce purpose and connection and encourage the behaviors you want to see more often.
Consequences for the current working population.
The pressure on organizations to perform has never been greater, but so have the expectations of their people. As AI reshapes roles, organizational charts continue to evolve and workloads increase, leaders must create cultures where people can perform at their best, learn new skills and benefit from each other. Hilton’s research makes it clear that traditional cultural investments such as perks, policies or technology investments alone are no longer enough.
Employees prioritize human experiences and make career decisions based on how well organizations meet these needs. Companies that don’t adapt risk missing out on high-potential talent, experiencing higher turnover, lower engagement and missed performance opportunities.
At the same time, Hilton’s report shows that change does not require a massive transformation. Instead, culture can have a bigger impact through small, intentional shifts in leadership behaviors, such as being present, fostering connection, investing in development, and strengthening purpose. For business leaders, the implication is clear: creating a more welcoming, people-centered workplace is no longer optional, it’s a competitive advantage.
Read the full report at stories.hilton.com/thehospitalitymindset.
