Hilton’s Leaders Talk Real Traveler Needs — A Personal Las Vegas Briefing at IMEX America 2025

Published on October 10, 2025

By: Tuhin Sarkar

By Jen Deaton & Yousuf Basil — Monkey Tiki Lounge, Hilton Resorts, Las Vegas (on the sidelines of IMEX America)

It wasn’t a ballroom; it was the Golden Monkey Tiki Lounge at Resorts World Las Vegas—personal, close-quarters, and genuinely conversational. That set the tone for a candid press briefing where the focus wasn’t on the sizzle, but on the guest experience. A women-led powerhouse panel—Gerilyn Horan (VP, Group Sales & Strategic Accounts), Kelly Knowlen (VP, Sales Engagement & Special Events), Nicole Tilzer (VP, All-Inclusive & Resort Strategy), and Marina Nicholson (Brand Manager, Hilton Hotels & Resorts)—was moderated (and very much a key voice) by Frank Passanante, Senior Vice President, Global Head of Sales and Hilton Reservations and Customer Care. The energy felt sincere: a team invested in creating the best possible stay—whether you’re in for business, a big convention, or traveling solo.

The through-line: meet guests where they are.

Timed just ahead of Hilton’s 2026 Trends Report—spotlighting the rise of the “whycation,” where the question isn’t “Where are we going?” but “Why are we going?”—the briefing translated that theme into a simple promise: high energy or low, high tech or no tech—your choice. Want a text-first, fully digital journey from check-in to concierge? Done. Prefer human guidance—a real conversation about dinner or a neighborhood plan? Also done. The goal is to offer choice that feels like you, not a funnel that feels like work.

MICE That Breathes (and Fits More Budgets)

For meetings and conventions, the goalposts are shifting on what makes the experience truly valuable. Attendees don’t want wall-to-wall meetings and panels; they want time to exhale, enjoy the property and destination, and return home feeling better than they arrived. That means quiet zones, intentional white space between sessions, and formats that leave room to recharge. We also heard why all-inclusive is rising for MICE: when everything is handled, planners stop chasing side costs, and guests stop juggling decisions. Hilton is scaling that across budgets—from ultra-luxury to Signia by Hilton (the brand’s approachable luxury line).

Place Before Polish

The emphasis was on authentic local flavour: real regional food (not a token dish), on-site cultural pop-ups, and short off-site experiences that respect the community. Those are the moments attendees remember—and the easiest “yes” for registration.

Tiny Frictions, Solved

Where available, wearables that double as room keys and charge tokens are winning fans—especially on pool or activity days when nobody wants to carry wallets and phones. Small fix, big calm.

Trend Headlines That Matter

• Both/And Travel: Guests want to recharge and seek adventure (think sleep upgrades and outdoor time).
• Seamless but Optional Tech: Digital keys and chat concierge for those who want it; room to log off when they don’t.
• Food First: Travelers are planning trips around restaurants—and booking tables before flights.
• Social Shapes: More frolleagues trips, more solo “MeMooners,” often with pets.
• Slow & Nostalgic: Families revisiting parents’ childhood places and longer immersion stays.

Scale with Range

Behind the panel’s practicality is real reach: 100+ years of hospitality and roughly 9,000 properties worldwide. That scale lets Hilton localise at the property level while rolling out ideas like Signia by Hilton to hit the “premium, polished, not fussy” sweet spot for large groups.

Bottom Line: On the sidelines of IMEX America, the conversation left a clear impression: thoughtful, data-informed leadership focused on the human experience, not just figures. The priorities felt current and practical—sleep quality and white space, moments of quiet and joy, genuine ties to the local community, and frictionless choice between high-tech and high-touch—delivered by a century-old brand with ~9,000 properties. In short: travel the way you want it, with Hilton doing the hard work behind the scenes.