Lisa Cole, Director, Americas Communications, has been guided by a lifelong passion for the hospitality industry, its hotels and its people. For decades, Lisa has been an invaluable partner for hotels and Hilton Team Members around the world, supporting more than just their openings and communications, but telling their stories that showcase their unique aspects to the millions of guests that visit them every year.
In this Q&A, Lisa joins the Hilton Careers team to reflect on her career, her love for the industry and those who have made an impact on her while sharing the lessons learned from her 46-year tenure with Hilton.
What drew you to pursue a career in hospitality at Hilton, and how did you get your start?
I wasn’t initially set on a specific career path, but I knew I loved hospitality and the world of entertainment. My father was an amazing publicist, press agent and marketer during the infancy stages of the public relations profession (PR) - he was my hero. Sadly, he passed away when I was in high school which changed the course of my original career path.
When I was 19 and working at the famous architect firm Arquitectonica, I bumped into one of my father’s friends. He mentioned he was handling the PR for the formerly managed Fontainebleau Hilton in Miami Beach, and they were in need of a secretary. I showed up for the interview and waited for two hours before I wrote a note, taped it to the door with scotch tape, and left my home phone number to reschedule. Thankfully for me, the interview was rescheduled.
“I have been very fortunate and would say serendipity, persistence, and passion all played a role in shaping my success. I learned early on to embrace the unexpected, take on challenges headfirst, and turned an opportunity into what I think has been a thriving career. My father’s legacy played a big part in my path. His larger-than-life personality is what I think I emulated early on and never let go of. It was my way of keeping him alive in spirit.”
The role was fast moving and exciting for me. One Friday, I remember there was a photographer in the office and my supervisor told me, “For your first assignment, we’re taking photographs of the hotel, and I need a baby grand piano on the pool deck by Monday morning at sunrise.” And that was it. Monday morning, I had a baby grand piano on the pool deck.
After about six months as the PR Secretary, the PR director left, so at just 20 years old, I was the in-house PR representative for the fabulous Fontainebleau Hilton. Eventually, I was promoted to Assistant Director in 1982, going on to become the Director in 1986. I stayed there until 2005 when the hotel was sold, and I joined the Corporate team at Hilton.
Through it all, my journey has been incredible. I’ve grown, learned, and thrived in both the hotel and communications industry—and I’m still doing so today. I love the excitement of the hotel industry, the unexpected challenges of everyday life, the fast past, and the constant need to think on my feet and find solutions. In many ways, I feel like Hilton—and hospitality—found me. As I have often said, it has been my longest and most successful marriage!
What is some of the best advice you received early on in your career? Do you still use it today?
The best advice I received early on came from a few key figures in my career. Maximillian Wilkoff, a legendary PR director, told me, “Kid, enjoy every minute.“ He was a passionate press agent, much like my father, and his stories of those iconic times shaped how I viewed the industry.
Then there was Susan, the PR director who hired me. She told me, “Working at Hilton is gold on your resume—wear it with pride“ That really stuck with me, and I took that sense of pride with me through my entire career.
Perhaps the most pivotal advice came from Arthur Surin, one of Hilton's most dynamic leaders. He set a high standard for excellence. He always said, “My bar is high, and I will never lower it. You strive for excellence and never settle“ Arthur’s work ethic was unmatched. He worked hard, played hard, and had our backs. He taught me that the true magic of a hotel lies in the team, and we were all in it together.
I still carry these lessons with me today. When I walk into a hotel or work with a team, I remind them of the importance of passion. Hotel teams are the heart and soul of this business, and they create magic every day, even on their toughest days.
Ultimately, the best advice I’ve received is to enjoy and remember that we’re not just providing service, we’re creating experiences. And the key is to lead with kindness, excellence, and passion.
After 46 years with Hilton, what would you say to those just beginning their career journey in the industry?
First, I would say, have fun and laugh. Enjoy the excitement of hospitality.
Secondly, I would say, it is not always easy. Nothing in life is ever easy but remember to take a breath and know it's going to be ok and to not give up. Spread light and warmth, even when it isn’t easy. Lean in a little, take ownership, and don’t be afraid to truly own your role. When you do that, it becomes more than just a job, it becomes something that matters.
Make sure you remember to have empathy and compassion for the guest in front of you, especially when emotions are running high. Your calm presence, warm smile and gentle tone can shift the whole energy of an interaction. You never know what someone is going through. Don’t take it personally. A little kindness, empathy and patience can turn their entire day around.
If you find your passion, work will no longer feel like just a job. It becomes part of you, and it makes everything easier. It really will make for a much less stressful life.
What are your proudest moments at Hilton, and why?
I’m incredibly proud of my journey and how far I’ve come, especially considering my odds early on. I wasn't the class valedictorian, but I was the class clown, which I proudly owned. I’m grateful to have found my passion early on and to have embraced it with everything I had.
After 46 years in this industry, I still feel entertained and fulfilled. Some of the most unforgettable moments of my career took place while working on iconic films at the Fontainebleau. The first major film was Scarface, where the hotel was featured in the background. But the true pinnacle was being part of The Bodyguard shoot. I was the liaison between the hotel and the film crew - negotiating publicity for the property, scouting locations and coordinating filming on site. It was both magical and rewarding as I became more than just a point of contact, I became part of their crew. I even had the privilege of witnessing Whitney Houston’s I Will Always Love You, which was featured in the film, recorded live in our ballroom, months before the movie even came out. It was an unforgettable experience and hearing that song still gives me goosebumps to this day.
One of my ‘I made it’ moments came when I was given a screen credit for the movie. Screen credits are not easy to achieve, and for me, it will be there long after I am gone for my daughter and future generations to say, “That’s my Nana or great-grandmother.” It’s part of my legacy.
After 46 years, what keeps you motivated?
For me, it’s always been the people. The energy from being around the hotel teams, witnessing their compassion, and having the opportunity to support them is what truly fuels me.
I recently went to Los Angeles after the devastating wildfires struck the areas and saw firsthand how our teams were giving everything to help others. I felt so inspired watching our teams spring into action, offering help and support. The energy, love, and passion they exhibited reminded me just how much of a difference and impact we make in people’s lives.
The culture within the hospitality industry, especially at Hilton, is extraordinary. From front desk Team Members to the Executive Committee, there’s a shared genuine commitment to care. You can feel it, because everyone understands the importance of the people who make it all happen.
At this point, I can’t imagine doing anything else. With the energy and passion, I have, I’d just end up back in a hotel—because hospitality is where I truly belong. If you saw a job posting that said, “Make people smile, laugh, and have a great time“ wouldn’t you want to sign up? That’s what this industry is all about—creating joy and making people feel good. When you find your passion, work no longer feels like just a job—it becomes part of who you are. And that makes all the difference.
