The Social Impact Heroes of Social Media: Simone Aptekman is using her platform to support models…

The Social Impact Heroes of Social Media: Simone Aptekman is using her platform to support models undergoing financial duress while providing them the Model’s Bill of Rights

…One scenario I documented was truly appalling. A model did many hours of work, mind you overtime work, for a large automotive brand. The job was lucrative. Months went by…no payment from her agency. Upon reaching out to her agency, they purported that the client had not paid. The model contacted the automotive company and they had sent her a photo of a check that was sent 4 months prior and it been redacted immediately by the agency. Last time I checked, this is blatant fraud. The model was then paid a smaller portion of what was due to her because the agency fabricated expenses. Worst thing about this scenario was that the agency threatened to deport the model if she took action. She filed a claim in a small claims court to receive her money and had to spend thousands of dollars on a lawyer which etched away at her payment for the job which was rightfully hers! As someone who concentrated in Contract Law in college, I was beside myself that models are falling prey to predatory contracts, myself included. This is when I began to draft the Model’s Bill of Rights.

As a part of my series about social media stars making a social impact, I had the pleasure to interview Simone Aptekman. Simone is a Model, Artist, Writer, Business Owner and co-founder of the Model’s Bill of Rights Movement. In 2016, Simone was the youngest female to attain her master’s degree from The F.W. Olin Graduate School of Business and was Valedictorian of her graduating class. Shortly thereafter, Simone relocated to New York, and her journey as a multifaceted entrepreneur, model, activist, writer, and artist began.

Thank you so much for doing this with us! Can you tell us a story about what brought you to this specific career path?

Thank you for taking an interest in my ambitions and my work! Let’s start from the beginning. While I was studying at Babson College, I was simultaneously modeling for a small but lovely agency in Boston called Maggie, Inc. I remember speeding down the highway with exam study guides sprawled all over my lap, trying to make it in time for a Daniela Corte Bikini cover shoot for the Boston Herald. I went on to be the youngest female in Boston to attain her Master’s Degree in Business. I was deeply entrenched in the rigor of a full time master’s program, so I was constantly forgoing modeling opportunities. I decided to make a pact with myself: upon graduation, I would move to New York, enter into a larger market and allocate my full time to modeling and building my brand.

But I’ve got to be honest with you… I was very conflicted. I felt emotionally tied to take a role in my family’s business upon finishing grad school. This sense of obligation arose after my father suddenly passed when I was 14. My mother immediately took on running the family business which was now a robust, international chemical manufacturing company exporting automotive treatment products. She was grieving and working simultaneously while my brother and I trudged through school, our confusing teenage years, feeling incredibly numb and broken. I knew that my hard work in school would need to be centered on a succession of my family business (http://magazine.babson.edu/2015/05/11/small-talk-with-simone-aptekman/).

But I decided to stay true to myself, and the fact that I had a brilliant brother stepping into the business but my qualms at ease. So… I moved to NY! A week later, I found myself at an art opening where I was scouted to be the model for a month long fashion editorial/art collection shoot in Vietnam, China, Cambodia, and Laos…and I agreed to it, and off I went! The shoot was an incredibly poignant moment in my life of self-discovery as a person as well as a model. The set was unconventional — every day the terrain would change. My tolerance to any possible set situation grew beyond proportion. Most models cannot say that their first shoot took place in a third world country for 1 month — so I was experiencing something that others would possibly experience well into their career. I was learning as I went and began to truly develop as a model in Vietnam. Today, these art pieces are displayed in different galleries around the world (https://www.artrabbit.com/events/raphael-mazzucco-an-odyssey) and feature my typewriting over mixed materials, which was the beginning of establishing myself as an artist.

Back in New York, after being represented and working for an agency that I didn’t feel aligned with (which eventually paved the way for The Model’s Bill of Rights), I was scouted at a restaurant by the owners of The Industry Model MGMT and began to really identify with modeling. I am currently represented by The Industry Model MGMT NY, LA, Miami as well as MP Management Atlanta.

Can you share the most interesting story that happened to you since you began this career?

So as you’ve read so far, my career truly began with two chance scoutings that you tend to only read about in fiction novels or see in films. So the most interesting aspect to my career was definitely how I started and then how I signed with my most recent agencies.

As aforementioned, the first interesting story involves being scouted at an art gallery for the month long fashion editorial in the most rural parts of a third world country (Vietnam), Laos, China, and Cambodia. I had literally just moved to New York. I knew that I wanted to pursue modeling but I didn’t know how I would get there. My plan was to do it rather formulaically via open calls and setting up meetings. But instead, my career began in the most spontaneous and least formulaic way. I took a risk and decided to go on the trip and that sort of zest and commitment to carving my way into the industry in my own unique way, is what i believe gave me an edge and gave rise to my distinct identity as not just a model but an artist, writer, and activist. Everything that I experienced from that day forward (the day I was scouted), I incorporated into my identity and career.

To be scouted once is rare, but twice is definitely a combination of fate and being in the right place at the right time. I was wrapping up dinner at a restaurant in Soho, NY, and began to traverse to the coat check. I was in a great mood and instead of walking, I was almost gliding across the restaurant. At this exact moment, Federico Pignatelli (owner of Industry Model MGMT Group and Pier59 Studios) as well as the late Brunella Casella were having a work dinner, they noticed me and invited me to have a meeting at Pier59 Studios the very next day. Thereafter, I signed with Industry Model MGMT NY & LA followed by being placed with MP Atlanta and Industry Model MGMT Miami.

Can you share a story about the funniest mistake you made when you were first starting? Can you tell us what lesson you learned from that?

Haha! You will definitely find this funny… although at first it was super sad for me but now that time has passed, we can talk about it! Okay, so I had a shoot at Pier59 Studios and prior to the shoot I went to get a quick blowout. Before I paid and left the salon, I went the restroom and placed my favorite handbag down on the counter. When I went to go pick it up after washing my hands, the purse was stuck to the counter! WHITE WET PAINT!!! The sign on the door had fallen off, so I had no idea. I got frazzled and freaked out and began to try to peel the purse off the cabinet and in the process was getting white paint all over my hands, cheek, and legs. Eventually, the purse came off… but the paint would not. But I had to head to Pier59, I was running late for my shoot! I showed up to the shoot… A TOTAL HOT MESS. I was covered in paint that wouldn’t come off and there was nothing I could do about it. Truth be told, I did cry in the cab so I also had puffy red eyes. But hey, I had to trudge through, and the majority of the photos in my portfolio are from that shoot. SO the lesson from this story? Turn a whoops into a WOW! And never give up.

Ok super. Let’s now jump to the core focus of our interview. Can you describe to our readers how you are using your platform to make a significant social impact?

So I use my platform to connect with models undergoing financial duress and share their stories while providing them the Model’s Bill of Rights as an educational resource so that they are aware of their rights. I myself had been undergoing grievances (mainly in the form of withheld payments) in my previous representation. While in an SLT pilates class, I overheard a few models talking about similar experiences and I became privy to the fact that I wasn’t alone and that in light of the Me Too Movement, financial duress was for sure another form of abuse. I decided to host a symposium in my apartment and invited 12 models from different agencies. They shared their stories; I documented them all. A lot of these models were on 01 Visas sponsored by their agencies and therefore were scared to speak up in fear of deportation, so I became the voice for them. Thereafter, in collaboration with Federico Pignatelli (owner of The Industry Model MGMT Group and Pier59 Studios) we founded The Model’s Bill of Rights which sets specific standards and guidelines to mitigate financial duress, protect models’ fundamental rights, ensures safe working conditions, and promotes education for models to understand the legalese in contracts. I was the voice for the models, having had documented an entire manuscript of grievances, and Federico had the wheelhouse to expose this reality as he is a major industry leader.

Wow! Can you tell us a story about a particular individual who was impacted by this cause?

One scenario I documented was truly appalling. A model did many hours of work, mind you overtime work, for a large automotive brand. The job was lucrative. Months went by…no payment from her agency. Upon reaching out to her agency, they purported that the client had not paid. The model contacted the automotive company and they had sent her a photo of a check that was sent 4 months prior and it been redacted immediately by the agency. Last time I checked, this is blatant fraud. The model was then paid a smaller portion of what was due to her because the agency fabricated expenses. Worst thing about this scenario was that the agency threatened to deport the model if she took action. She filed a claim in a small claims court to receive her money and had to spend thousands of dollars on a lawyer which etched away at her payment for the job which was rightfully hers! As someone who concentrated in Contract Law in college, I was beside myself that models are falling prey to predatory contracts, myself included. This is when I began to draft the Model’s Bill of Rights.

Are there three things the community/society/politicians can do help you address the root of the problem you are trying to solve?

Absolutely! First, I think spreading awareness by having more conversations surrounding financial duress. When conversations start at the top, they are prioritized and that significance trickles down. Second, many models are international and therefore granted an 01 Visa. The truth about transferable 01 Visas is critical. Models are made to believe that the agency that sponsors their visa has grounds to terminate the visa or deport the model. Often times, agencies use this to their advantage by withholding payments with no accountability which in turn puts the model in a powerless position. Third, I believe there is potential for SAG to partner with modeling agencies and have everyone abide by the same payment standards for talent at large.

What specific strategies have you been using to promote and advance this cause? Can you recommend any good tips for people who want to follow your lead and use their social platform for a social good?

I recently went live on a podcast for iHeart Radio where I discussed the purpose and goals of The Model’s Bill of Rights Movement and thereafter promoted those conversations via my Instagram page in the form of posts, stories, and highlights. Also, I recently took part in a press conference during New York Fashion week and was interviewed by the Associated Press and Bloomberg as an ambassador for this movement. My hope is to see heightened transparency regarding contracts, working visas, payment, and taxes so that models have more control over their career in order to protect their present and future and I am happy to see that the movement is gaining significant traction. In terms of using social media platform for social good, if you want to bring awareness to something that may not match your theme/content, use the story feature. I personally am very passionate about animals and whenever I see that there is an animal that needs to be rescued/adopted, I post the information on my story and have had success in finding a pup a forever home! I have close to 20,000 followers and so I feel empowered and obligated to use my special platform for social good. Regarding the Model’s Bill of Rights awareness and content, I aggregate all of that press and information to my highlights.

What are your “5 things I wish someone told me when I first started” and why? Please share a story or example for each.

  1. Dieting does not mean suppressing food intake!

Unfortunately, I think many models implement diets and workout regiments that are not sustainable. The word ‘diet’ is totally tainted. People have misconstrued diet to mean suppression of food when in reality diet is nutritious consumption. Relating to nutrition, my motto is: just as quickly as you lose, is just as quickly as you’ll gain. If you are starving and working out intensely to look good for those swim digitals coming up, you may very well shed weight and look the way you want for those snaps. BUT, you will quickly bloat and gain back even more…your body will punish you! TRUST ME, I’ve been there. Instead, you want to change the composition of your body over time by implementing realistic and healthy measures that work for YOU. It’s not a one size fits all and it really is all about being consistent. So don’t go extreme when your agent/booker says to tone up… take your time, and do it in a healthy & sustainable way! Your journey is personal to you! Keep your goals realistic to your own personal body composition and be the best version of YOU. Find exercise that makes you happy and patterns of eating that are doable and healthy! For me, its pilates, barre, smoothies in the morning, yummy chicken and kale salads, and a fatty fish for dinner (or sushi!).

2. Don’t compare yourself to other models, especially on social media!

I do believe that the beauty ideal has totally gotten unrealistic and morphed, specifically how it is presented on social media. I would tell girls and women to not conflate that with real life and not to become dysmorphic about their image as compared to an altered/photoshopped image on Instagram. Beauty really does shine from within. If anybody is curious about great workout studios, skincare, or nutrition, please DM me (@simoneaptekman) and I would be happy to chat! I am happy to say I have implemented a healthy lifestyle that works for me and would love others to achieve the same.

I can honestly say that modeling has heightened my awareness of body image. As a result of modeling and the pressure, I have become critical of myself but luckily today I channel this awareness into healthy solutions. I do wish that I had more resources and guidance prior to entering into a bigger market like New York. I worked so hard to break into the industry, and was elated to get my start, that I did not carefully read my contract and instead placed a lot of trust in others. I urge models to exercise due diligence and take their time reading and signing anything. That is why I co-founded The Model’s Bill of Rights — I want other models to break into the industry, informed and empowered.

3. Keep track of your jobs/hours/payments

If the model is experiencing financial duress, I would advise her to send detailed statements to her booker and CC the accounting department that show date/client/hours/rate to exemplify that she is keeping track of all of her jobs. If payment is withheld past the contractually promised pay period, this is material breach of contract and enables the model to be released from the contract if she so chooses. I would advise the model to then refrain from accepting work until she is paid what is rightfully owed to her because there is no evidence that she will be paid for future work and will be continually taken advantage of. If the model is mistreated on set, she should immediately notify her booker/team and communicate her concerns. She should not have to tolerate anything that makes her feel uncomfortable or in danger; feeling safe trumps losing one client — there are plenty!

4. Don’t rush to sign ANYTHING!

I hope any aspiring model reading this takes a copy of her contract home when she is offered representation and reads the contract before signing, amending it in any way she sees fit. In the past, I have made the mistake of not reading through a contract thoroughly and signing it on the spot! Which is totally embarrassing as I concentrated in contract law… sometimes you really learn things the hard way! Always read through any document you sign. Just do it!

5. Always be prepared and casting ready!

Okay… this may seem trivial but it is super important: once you start going to castings, your chart can change throughout the day on a very short notice. When you’re in town and available, it means you are available. Unless you book out, you are AVAILABLE. Meaning, always have a pair of plain black or nude heels handy, nude polish on fingernails or no polish at all, something that will pass as a casting outfit, and your IPad or book (whichever way you store your portfolio). You may get a great opportunity and only have an hour to get there. The fashion industry will keep you on your toes, so don’t fall behind and always be ready!

You are a person of enormous influence. If you could inspire a movement that would bring the most amount of good to the most amount of people, what would that be? You never know what your idea can trigger. 🙂

Thank you very much! I have inspired a movement and I am so happy to see that The Model’s Bill of Rights is gaining significant traction. I believe it is a very timely and relevant movement. Many models have come forward, sharing their grievances related to sexual harassment. Financial duress is another form of abuse. We have held numerous press conferences at Pier59 Studios where models and many key industry figures attended, as well as the Associated Press and other media outlets that have circulated the movement. I can say that not all agencies pledged to implement The Model’s Bill of Rights as a practice. These agencies thrive off of predatory contracts. But hosting these symposiums, press conferences, and starting this conversation has enabled the model to have resources and education. I hope any aspiring model reading this takes a copy of her contract home when she is offered representation and reads the contract before signing, amending it in any way she sees fit. These are the kinds of conversations and suggestions we offer to models when we host press conferences and gatherings.

Can you please give us your favorite “Life Lesson Quote”? Can you share how that was relevant to you in your life?

It is a very simple but positive life lesson: TURN A WHOOPS INTO A WOW! Life presents us with so many decision points. Inevitably, you may make what seems to be a “wrong” decision. Don’t ever submit to that defeat; rather, turn that whoops into a wow! Find solutions to eradicate the situation, to make it better, maybe even better than it would have been if you had done it “right” from the start. Be creative because everything is subjective (this is the artist in me shining through!)

This is super relevant to my life…and always has been! I started to live by this motto in the 2nd grade. We had a school-wide bookmark competition (grades 1–9), I began to draw and immediately realized that I had made a mistake. I got the attention of a faculty member and asked her for a fresh bookmark to which she informed me that every student only gets one. I was dismayed and super disappointed (from a young age I was always a perfectionist!) The teacher proceeded to tell me to turn a whoops into a wow. The curved line I had mistakenly drawn, I turned into a bumble bee and created a collage of different bees and butterflies and nature related figures. I proceeded to write “Make a Whoops into a Wow” on the bookmark. That year, I won the bookmark competition. 600 students, mind you, students that were also 14/15 years old participated. I was 7 years old.

Nowadays, I am a busy, modern renaissance woman. I possess a zest for modern advances, progressive schools of thought, but simultaneously have an extremely old soul. I wear many different hats and am constantly saying YES to life! But with this fast paced lifestyle, there are LOTS of forks in the road and I am constantly making decisions. To be at peace with my decisions, I know that I can always be creative with the aftermath of every decision I make.

Is there a person in the world, or in the US whom you would love to have a private breakfast or lunch with, and why? He or she might just see this, especially if we tag them. 🙂

I would love to have a private breakfast/lunch with Cher. Cher is a self-made, confident, beautiful, intelligent, and unique woman. She has gravitas, she is rock-and-roll, and she totally carved her own path. She does not follow, she leads! One word: ICON. In many ways, I am also taking risks by truly being the architect of my future instead of listening to naysayers!

I have been to many of Cher’s performances. I recall being very young and going to her concert in Maine. My mother, father, brother, and I drove out to Maine from Cape Cod. I was mesmerized by Cher! I think she noticed because she ended up tossing her white sailor hat to me! When we were leaving the venue, I remember clenching that hat in my small hands, protecting it with my dear life!

I have always had this vision of starring in a film with Cher about her journey and career. Cher is Armenian-American and I am Armenian-Russian; we have similar features 🙂 I hope this message can be passed to Cher and we could meet up!

How can our readers follow you on social media?

I am most active on my Instagram page: @simoneaptekman so feel free to follow me there to keep up with me 🙂 Also, check out my website: www.simoneaptekman.com

My future entails a continuation in building my brand, what makes me Simone. Thank you for reading and be well!

This was very meaningful, thank you so much!


The Social Impact Heroes of Social Media: Simone Aptekman is using her platform to support models… was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.

Hilton’s Jonathan Witter: “The future of hospitality has to feel customized and personal”

An Interview With Candice Georgiadis

…It has to feel personal. There is no “one size fits all” approach to hospitality. Customers are increasingly looking for truly personalized, one-of-a-kind experiences that feel as though they’re made just for them. This is why it is essential to create and foster a culture that is focused on people serving people — one where team members are inspired and empowered to go above and beyond for customers. Add to this the fact that customers are more and more willing to share their data (within reason), and we have a prime opportunity to truly understand who our customers are, what they like and why they’re traveling — and to do something positive with that information.

As a part of my seres about the future of travel, I had the pleasure to interview Jonathan (Jon) Witter. Jonathan (Jon) is Chief Customer Officer of Hilton. In this role, Jon ensures the innovation, design, marketing and delivery of distinctive, consistent, high quality, branded experiences that delight customers and drive superior returns to Hilton and its owners. Jon oversees the global Brands, Marketing, Loyalty & Partnerships, Hilton Reservations & Customer Care, Technology and Strategy teams. Prior to Hilton, Jon served in a number of senior roles where he specialized in transforming the operational and strategic models of businesses undergoing significant customer-, technology- or market-driven disruption. Most recently, Jon served as President of the Retail and Direct Banking divisions of Capital One Bank during its transition from a traditional local branch-based bank to a national marketing- and technology-led challenger business. He was responsible for $3.1 billion in revenues, 13,500 associates and 10 million customers. Prior to Capital One, Jon served as Managing Director and President of Morgan Stanley Private Bank NA and Chief Operating Officer of Morgan Stanley’s Retail Banking Group. Immediately following the Great Recession, and during a period when the company was acutely focused on expanding its retail banking businesses, Jon was accountable for the strategic direction and overall success of the business. Jon provided day-to-day leadership over product management, mortgage, information technology, operations and CRA. In the early days of the digital revolution, Jon served as EVP and Head of General Bank Distribution at Wachovia Bank. In this role, Jon helped implement Wachovia’s vision of designing and delivering a true multichannel experience for customers. Jon led many of the bank’s distribution channels (phone, ATM, Internet) and the deposit and retail credit product teams that managed product features, functionality, services and profitability. He also led the company’s branch and network management function, playing a major role in new market entries in Texas and California. Prior to Wachovia, Jon served in a number of roles with McKinsey & Co, Applied Predictive Technologies and Deloitte & Touche. Jon received an M.B.A. from the Wharton School of Business, where he was a Palmer Scholar. He received his B.A. magna cum laude in Economics from Vanderbilt University. Jon recently served as Chairman for the Washington Corporate Council of the John F. Kennedy Center for the Performing Arts, as a member of the Board of Directors for Goodwill of Greater Washington, and as a board member of the Economic Club of Washington D.C. He resides in Washington, D.C. with his family.

Thank you so much for joining us Jon! Can you tell us a story about what brought you to this specific career path?

Having started my career in consulting before spending many years in the banking industry, my arrival in hospitality probably seems unexpected — though in reality, it actually makes a lot of sense. During my banking career, I specialized in building, growing and transforming traditional operating models in the face of significant industry disruption. Most recently, I was President of the Retail and Direct Banking divisions of Capital One Bank during its transition from a traditional branch-based bank to a national marketing- and digitally-enabled business — a shift that is not too dissimilar to what’s happening in hospitality.

When the opportunity presented itself to join Hilton, I had two thoughts. First: this is an industry that is at an incredible crossroads and Hilton — the company that defined hospitality as we know it — has a tremendous opportunity to determine the future of travel. And second: I have stayed in a lot of hotels across many brands, and as a frequent customer who has also made a career out of obsessing over what customers want or need, I have some suggestions for how to tackle the disruption we are seeing today.

Can you share the most interesting story that happened to you since you started your career?

In a past life, I was charged with building a new physical retailing concept in collaboration with experts who had great industry knowledge. Instinctively, we made many good decisions at the outset — but we knew we couldn’t (and shouldn’t) go it alone if we wanted to achieve the best possible outcome. So we made sure our process included a rigorous, iterative and common sense way of engaging with our customers so we could truly understand their needs. The result was that we co-created the concept with our customers — creating the product they wanted, and leading to a big commercial payoff for the business. If I were a betting man, I would say the product turned out about 50% as experts thought it would, 30% was largely as expected with very important nuances, and the last 20% would never have occurred to the experts but was wildly important. That kind of customer centricity, or customer-inspired innovation, is something I have aimed to replicate every day since.

Which tips would you recommend to your colleagues in your industry to help them to thrive and not “burn out”? Can you share a story about that?

I am a big believer that we all thrive in different ways and that as leaders, it is our job to ensure we are offering the flexibility and support our teams need to be at their best every day. For me, that means carving out time every morning for a run or a cycling class — even if it requires getting an extra early start on the day, or fighting with some serious jet lag. Not only do I physically feel better and more energized when I start my day with a workout, I have also found that some of my best ideas come when there’s nothing to distract me but the open road. With my kids getting closer to college age, I also make sure I build in quality time with them while they are still at home — whether that’s an NFL football game with my son (Go Panthers!), or checking off another destination from our family’s 50-state, 7-continent bucket list (we’re at 35 states and 4 continents). But like I said, it’s different for everyone — the only way to avoid burn out is to know what’s important for you, and to work with the people around you to ruthlessly prioritize. That means focusing on the points of greatest leverage, building a great team and culture, and working in a job and industry that you are passionate about.

Let’s jump to the core of our discussion. Can you share with our readers about the innovations that you are bringing to the travel and hospitality industries?

Innovation is a big topic — but at its core, it is about creating new sources of value for customers, inspired by customers. At Hilton, innovation starts with our physical products — the brands and hotels we offer, which are each unique in their own right. Whether you are looking for a tried and true meetings-focused hotel for an event, a resort for a family getaway or an affordable lifestyle option with an urban vibe, we are constantly striving to bring you those products in ways that are valuable for you.

Beyond the physical product, we are also innovative in the service and programming we deliver and the ways we bring our Hilton hospitality to life. While some of our trademark offerings vary from one brand to the next — such as the signature warm DoubleTree Cookie at check-in, the Embassy Suites Manager’s Reception, or Tru by Hilton’s “Top It” breakfast bar — our Team Members never waver. They are the kindest, most compassionate and hospitable people you will find in our business, and they are empowered to do whatever it takes to show our customers how much we value them.

Then there is what everyone thinks of when they hear the word “innovation” — the data, technology and digital side of things. While our product and service are critical pieces of the equation, so too is technology. That’s why we are focused on offerings like Connected Room, which is the first truly mobile-centric hotel room that allows our customers to do everything — from controlling the lights and temperature, to ordering room service, to customizing the art on the walls — from the palm of their hand. This is a unique source of value that, when combined with fantastic products and unmatched service, makes Hilton truly stand out.

And tying it all together is the most important piece of the puzzle — the people and culture that bring all of this to life. By fostering an environment where people are encouraged to think differently, where they know you are invested in their success and that it is okay to fail sometimes, and where they have the support they need to dust themselves off and try again, you build the kind of company that can stand the test of time. A place where people are proud to work and commit to something bigger than themselves.

Which “pain point” are you trying to address by introducing this innovation?

At the end of the day, travel is hard. It often involves some combination of planes, trains and automobiles, and any number of things can go off course before a customer ever arrives at one of our hotels. The end result is that travel is inconsistent and full of partially met expectations. It tends to feel impersonal and unfamiliar, like you are on this journey alone and there is nobody looking out for you or helping you connect with the things that matter to you. It has also been largely the same industry for the better part of the last century, with conventions and practices that have historically “worked” for the industry but may no longer serve customers as well as they did in the past.

So travel is inconsistent. It’s hard. In some ways, it feels like it’s time for an evolution of what we have come to expect. And yet, our customers travel for some of the most important moments of their lives — those moments when they need to be at their best. That paradox is something we cannot overlook. By offering a truly valuable experience — one that is distinctive, high-quality, consistent and branded — we help our customers see that Hilton is different. They can depend on us, wherever and however their travels may take them. We are looking out for them.

How do you envision that this might disrupt the status quo?

The hospitality industry is at a pivotal moment in time. The world is moving faster than ever before, and with disruptive forces like digitization, globalization and automation transforming business as we know it, hospitality — like many industries — is at risk of commoditization. If there is nothing to distinguish one company or brand from another, then why would customers pay a premium? It is simple — they wouldn’t. That is why we are investing in innovation and customer-centricity like never before, so we can stay firmly ahead of the disruptive forces that want to unseat our industry. The standard we hold ourselves to is that customers say “it just feels different at a Hilton.”

This is not just for the benefit of customers and Hilton. If we are successful, we impact lives and communities. Think about it this way: over the last 100 years, Hilton alone has served 3 billion guests, employed 10 million Team Members and contributed $1 trillion in economic impact. If we were to let our industry, or ourselves, get disrupted, all of that impact — and all of our future positive impact — would be lost.

Can you share five examples of how travel and hospitality companies will be adjusting over the next five years to the new ways that consumers like to travel?

The thing I love about consumers is that they are never 100% predictable, so the things we “know” to be true today will almost certainly evolve over time. That said, if I were to peg five travel trends that are definitely not going anywhere any time soon, they would be:

  1. Experiences will continue to trump things. Customers are spending more money on travel and less on material goods — obviously a trend that is good for our business. Our award-winning Hilton Honors loyalty program is leaning into this in a big way with its new Experiences Platform, which lets customers cash in hard-earned points for once-in-a-lifetime experiences that they can’t get anywhere else.
  2. It has to feel personal. There is no “one size fits all” approach to hospitality. Customers are increasingly looking for truly personalized, one-of-a-kind experiences that feel as though they’re made just for them. This is why it is essential to create and foster a culture that is focused on people serving people — one where team members are inspired and empowered to go above and beyond for customers. Add to this the fact that customers are more and more willing to share their data (within reason), and we have a prime opportunity to truly understand who our customers are, what they like and why they’re traveling — and to do something positive with that information.
  3. Seamless integration of physical and digital is critical. Travelers will always look for that outstanding travel experience — the hotel employee who made them feel extra well cared for, or that knockout property, or a “can’t miss” view. At the same time, our society is becoming more digital in everything we do, and it is important that we use technology to help digitally connect customers to those physical components of their guest stay. For example, we offer a digital check-in experience for those guests who want it, where they can check-in, pick their room, request an upgrade and unlock their door all through our Hilton Honors app. Not only does this offer our guests an option to check-in when and how they like, it also frees up our team members to focus even more on what they do best: delivering exceptional hospitality.
  4. Physical design is more important than ever. Customers have a discerning eye for design, and they are increasingly telling us that they want their hotels to feel less homogeneous. There will always be a place for brand standards and consistency, but you will see more hotels getting creative with how they reflect their communities in their design.
  5. Customers want to spend money with brands that share their values. According to a survey of 72,000 Hilton guests, social, environmental and ethical considerations are central to their buying preferences, especially guests younger than 25 years old. We have always been focused on investing in the people and communities we serve, and last year we laid out ambitious new goals to significantly increase our impact by 2030 by cutting our environmental footprint in half and doubling our social impact investments.

You are a “travel insider.” How would you describe your “perfect vacation experience”?

My perfect vacation experience is one that feels different. While the definition of “different” varies from one person to the next (and sometimes, one trip to the next), it starts with consistency and reliability in the sense that I am getting what I expect with no negative surprises. If you have positive surprises, I’m all for it. I want to feel that there is a great culture among the hotel team — that they have a service orientation, and they feel proud and inspired by what they do. I tend to be pretty informal, but I still want to feel like any potential friction is eliminated from the experience. I want it to feel easy and stress-free, with a personalized touch here or there. To me, that type of “different” can make or break a trip — whether it’s my own travel, or that of our guests.

Can you share with our readers how have you used your success to bring goodness to the world? If you could start a movement to bring the most amount of good to the most people, what would that be?

One of the things I feel very passionately about is that it is important to start with questions, not solutions. Most people probably never think about it, but all too often we prescribe an answer without fully understanding what we are trying to address. Customers are telling us something, but we are only hearing half the story. Everyone wants to be heard and valued, and that is why our leadership team at Hilton is deeply focused on changing how we think about solutions — not just for the sake of the business, but for the people we are here to serve.

For example, our customers have long told us that they care about sustainability, and together we have made great progress over the last decade — including reducing carbon emissions and waste by 30% and energy and water consumption by 20%, saving more than $1 billion in operating efficiencies. That said, we are always looking for ways to help our guests make their stay more sustainable. By asking questions like, “Are we making it easy enough for them to implement sustainable actions during their stay? Are there more meaningful ways guests would like sustainability to be a part of their experience with us?” By asking questions like these, we are able to better understand our customers and offer the solutions that actually work for them. A great example is Connected Room, which among other benefits, allows hotels to power down devices like the TV, HVAC and lights when guests are not physically in their rooms (about 70% of the time), dramatically reducing energy usage.

On a broader level, I think this type of approach could bring a lot of good to the world. Instead of trying to force policy or economic solutions because they seem like the “best” or “easiest” or “fastest” approach to an issue, let’s get to the heart of that issue first. Maybe it’s something simpler than we ever imagined, or maybe the issue we think we have is not really the issue at all.

How can our readers follow you on social media?

I don’t personally have a big social media presence, but you can follow the latest from Hilton on Facebook, Twitter, LinkedIn, Instagram and YouTube.


Hilton’s Jonathan Witter: “The future of hospitality has to feel customized and personal” was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.