Customer Stories / Hospitality


Hilton Optimizes IT and Customer Experiences with Data on AWS

Hilton is a leading global hospitality company with a portfolio of 18 world-class brands, comprising nearly 6,900 properties and nearly 1.1 million rooms, in 122 countries and territories. 

Michael Leidinger, chief information officer at Hilton, presented at AWS re:Invent 2021 on Hilton’s vision of creating a connected data system using Amazon Web Services (AWS) to help facilitate the consistent use of data across the enterprise to build richer, more tailored experiences for its customers.

In this video, learn how Hilton is increasing its data analytics capabilities using services such as Amazon EMR, which has helped Hilton save nearly $1 million annually compared to its legacy platform. Hilton is also delivering a more scalable and customizable chat tool with Amazon Connect, achieving 34 percent more automated responses and greater compliance with accessibility rules, regulations, and best practices.

Hilton is also migrating its central reservation system to the cloud, which led to a 230 percent increase in transactions per day, recovery time reduced from hours to seconds, and maintenance outages decreased by 200 percent. Furthermore, by leveraging continuous improvement/continuous delivery on AWS, the Hilton team increased process automation and reduced cycle time by more than 85 percent.

Learn how to optimize your data, applications, and systems to reduce costs with AWS.


Old processes and systems meant that a request to add a new data source could take months, some cases up to a year or more. We've cut that down significantly to just a matter of days. This means our business is getting access to the data they need to make decisions more quickly than ever before."

Michael Leidinger
Chief Information Officer, Hilton

AWS Services Used

Amazon EMR

Amazon EMR is a cloud big data platform for running large-scale distributed data processing jobs, interactive SQL queries, and machine learning (ML) applications using open-source analytics frameworks such as Apache Spark, Apache Hive, and Presto.

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Amazon Connect

With Amazon Connect, you can set up a contact center in minutes that can scale to support millions of customers.

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