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Published by:
IBS Center for Management Research (2020)
15 pages
Data source:
Published sources


The case is about the diversity initiatives by Hilton Hotels, one of the world's largest hotel companies. Hilton claimed to have a very sound diversity program and had won many accolades for its diversity initiatives. But, over the years, it faced a number of lawsuits and negative press regarding discrimination both from customers and employees. These raised serious questions about the practices the company followed. With the motto 'We Are Hilton, We Are Hospitality', all the team members played a pivotal role in shaping the workforce at Hilton Hotels. Its workforce comprised people from different cultures and backgrounds who came together to create the element of hospitality for its guests. Understanding the unique needs of the guests, owners, suppliers, and partners helped the hotel to gain a competitive advantage. The case describes how some employees felt privileged and valued to come and work with Hilton and how a section of employees felt undervalued. A few customers too had complaints about having been humiliated and their dignity violated.

Teaching and learning

This item is suitable for undergraduate, postgraduate and executive education courses.


Hilton; Employee-centric HR practices; Workforce diversity; Discrimination; Types of discrimination; Diverse organization; Customer discrimination; Inclusive organization


The events covered by this item took place in 2000-2019.

Geographical setting

United States; United Kingdom

Featured company

Company name:
Hilton Worldwide Holdings Inc (Hilton)
USD 8.90 billion
Public company

Featured protagonist

  • Christopher J Nassetta (male), President and Chief Executive Officer

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