Chris Taylor

NEW YORK (Reuters] – While nearly every industry was affected by the COVID-19 disaster, travel and hospitality are perhaps the most significant.

Leaders had to plan how they would survive the day with everyone afraid and seeking shelter at home. Chris Nassetta is the president and chief executive officer of Hilton.

Nassetta spoke to Reuters about the ways C-suite executives cope with such existential threats – and come out on the other side.

Q: There are few industries that have been as thrown off-balance as yours. What lessons can you share about how to get through such a moment in history?

Q: This reinforced the lessons we had learned from other crises like 9/11 or the Great Recession. We developed a strategy for dealing with crises over time. This year, however, may have added some chapters.

These are the basic principles of the playbook. They are the “Three Ps” because we have thousands upon thousands of employees and nearly 200 million customers.

Second, we need to safeguard the core business and make sure that we are able to persevere through any situation.

Third, prepare for recovery. What goes down will come back up. There is more opportunity for recovery the deeper the crisis.

Q: As a leader, people look to you for direction – how do you handle that when you do not really know what is ahead?

A: If there are major unknowns, people need to feel confident in the fact that you have a plan. You can communicate regularly and make it visible. Also, break down the plan into smaller pieces so others can follow your progress. Finally, celebrate any successes with the plan.

When you believe in the sun rising tomorrow, people will follow your example. That’s the job of a leader, in good times and bad: to paint a picture for people in the organization and to inspire and motivate them to be a part of something bigger than themselves.

Q: Has this period forced you to reconsider your business model?

A: Yes, and no. A: Yes and no. If you wake up after a few years, there may be changes. However, more things will remain the same as before. I believe that you should be steady at the wheel.

It is a chance to make a difference on a small scale. Contactless entry allows you to control the room’s environment from anywhere in the world. It also helps with basic tasks like cleaning or delivering food.

It’s an opportunity to take a step back, and ask: “What is it customers want – and what might we be able to do differently?”

Q: What is the impact of the Great Resignation on labor? What are your options?

A: That’s probably the biggest challenge we have had. Although it is slowly improving, this will take time.

For six years running we have been named a “World’s Best Workplace,” so we have been focused for a long time on building an incredible culture. In today’s world we are also paying more, and continuing to look at benefits, and accessing different pools of labor like temporary workers who want gigs for more limited periods of time.

Q: What is the definition of crisis? Q: What are the opportunities for the sector?

R: For a long time, people have been shifting their spending habits away from stuff and towards experiencing life. This has been happening for at least the past 10 to 20 years.

After being trapped in their basements for so many years, people realize that the time we have left is precious. People want to travel and see the world with their loved ones, as well as meet friends, family, and other people. They also desire to experience different cultures.

It’s the human condition to want to interact with people, and once we are fully through COVID, that is going to propel us forward.

Q: Which advice would you give to help your family survive these dark times.

A: Before COVID, this was one of the fastest-growing industries on Earth, and I’m confident that when we get to the other side, we are going to pick up where we left off.

The business is dynamic and offers many career opportunities to young professionals. Look at me: I started out plunging toilets at a Holiday Inn in Washington, D.C., and now I’m running one of the biggest companies on Earth.