Hilton’s People-First Mental Health Efforts Strategy Sets a New Standard, SHRM Foundation Case Study Finds
Hilton’s data-driven approach to caregiving saved team members more than 24,000 hours, significantly reducing stress and avoiding work absences by addressing caregiving challenges and other needs.
ALEXANDRIA, Va. – Today, SHRM, the trust authority on all things work, workers and the workplace, and the SHRM Foundation, in partnership with Business Roundtable and Stand Together, released the first of a series of four groundbreaking mental health case studies. The first case study spotlights Hilton's holistic program, “Thrive at Hilton,” dedicated to enhancing employees’ mental, physical and emotional well-being through data-driven strategies and innovative solutions. The three remaining case studies, which feature Fortune 500 companies such as Kiewit Corporation, are to be released soon.
With a global workforce of nearly 500,000 individuals across varying roles and locations, Hilton has demonstrated how investing in employee wellness is not just a corporate responsibility – but a key driver of business success. The company’s founding purpose of “spreading the light and warmth of hospitality” has guided efforts to create a workplace environment where employees feel supported and empowered to thrive.
"Hilton’s innovative approach to well-being is a testament to what organizations can achieve when they truly listen to and invest in their people. By focusing on the whole person–mind, body, and spirit–and using data to guide and measure their efforts, Hilton has set a new standard for creating workplaces where employees feel valued and supported,” said Wendi Safstrom, President of the SHRM Foundation. “At the SHRM Foundation, we are proud to highlight Hilton’s leadership and encourage other organizations to follow their lead in building healthier, more inclusive workplaces."
Key Data Points Reflecting Hilton’s Impact:
88% of hotel-based Hilton team members feel balanced and healthy.
85% are comfortable discussing mental health with managers, showing a significant improvement through recent years.
A caregiving concierge program saved Hilton team members 24,000 hours, with 80% reporting reduced stress and 60% avoiding work absences due to caregiving challenges.
A revamped Employee Assistance Program (EAP) shrank wait times for mental health appointments from weeks to a median of just 0.8 days, enhancing access to care.
“At its core, Hilton is a business of people serving people, and we know that caring for our team members’ mental health is essential to creating an award-winning workplace where people can truly thrive,” said Laura Fuentes, Hilton’s Chief Human Resources Officer and Head of Hilton Supply Management. “When we take care of our team members, they are empowered to take care of our guests—that’s the secret to great hospitality and a driving force behind our business.”
A Holistic Solution for the Modern Workforce:
Recognizing employees often face interwoven challenges, the “Thrive at Hilton” program focuses on three pillars of well-being: body, mind, and spirit.
Through focus groups, Hilton identified caregiving responsibilities as a primary stressor impacting mental health. Addressing this need, Hilton introduced a third-party caregiving concierge service supporting team members managing everything from elder care to childcare and other logistical caregiving tasks. The ripple effect of this resource is clear–less stress, fewer missed workdays, and more time for employees to focus on their professional and personal goals.
Driving Awareness with Education:
SHRM Thought Leadership research indicates 67% of U.S. workers remain unaware or only somewhat aware of their organization’s mental health resources, posing a significant challenge to program effectiveness. Hilton tackled this issue by implementing consistent, layered communication strategies, ranging from monthly benefit updates to live webinars and tip sheets tailored to individual needs.
Over the past year alone, Hilton educated 4,500 team members through live mental health webinars, 99% of whom reported that they learned actionable strategies to improve their mental well-being.
Purpose-Driven Leadership in Action:
Hilton’s data-led approach not only improves employee well-being but also strengthens the business as a whole. The corporation’s success illustrates what’s possible when organizations take a purposeful, proactive approach to mental health.
“CEOs understand that promoting mental health is one of the most important ways to invest in their employees’ well-being and foster a healthy and productive workforce,” said Business Roundtable CEO, Joshua Bolten. “Through benefits, programs and other initiatives, companies are developing innovative approaches to provide mental health support to workers. We welcome the opportunity to partner with SHRM and Stand Together to spotlight these efforts, which could serve as a roadmap for other employers.”
About the SHRM Foundation
SHRM Foundation empowers Human Resources as a force for social good. As the nonprofit arm of SHRM, the world's largest HR professional society, the Foundation believes that HR holds a unique position to lead change in the face of complex challenges within the world of work. The organization mobilizes and equips HR to ensure the prosperity and thriving of talent and workplaces. The Foundation works by widening pathways to work for more skills-first candidates and more kinds of talent; tackling societal challenges, with a current focus on workplace mental health and wellness; and strengthening the HR field with even more diversity, growth, and readiness to address these needs.
SHRM Foundation works with SHRM, courageous partners, and bold investors to generate awareness, action, and impact to build a world of work that works for all. Discover more at SHRMFoundation.org.
About Business Roundtable
Business Roundtable is an association of more than 200 CEOs of America’s leading companies, representing
every sector of the U.S. economy. Business Roundtable CEOs lead U.S.-based companies that support one in four American jobs and almost a quarter of U.S. GDP. Through CEO-led policy committees, Business Roundtable members develop and advocate directly for policies to promote a thriving U.S. economy and expanded opportunity for all Americans. Learn more about the Business Roundtable Mental Health Initiative here.
About Stand Together
Stand Together is a philanthropic community that tackles the root causes of our country’s biggest problems.
They partner with the country's boldest changemakers to drive solutions on education, economic opportunity,
bridging divides, and dozens of other pressing issues. Learn more at www.standtogether.org and Facebook,
Twitter, LinkedIn, Instagram, and YouTube.
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