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Customer Welfare
1 | Starting
Corporate Office
Measure and mitigate negative impacts
Outcomes
By the end of this stage you will have achieved the following outcomes from the Pathway Framework:
Safety policies are in place and followed.
- A customer feedback system is in place and results are analysed.
- Images used in promotion are of actual experiences offered and facilities provided.
- Thorough, standard cleaning protocols have been developed and the staff is well trained in these protocols.
- Safety equipment is in place (Smoke alarms, fire extinguishers, sprinklers, visual alarms, emergency lighting, evacuation plans, etc).
- Issues related to diversity, equity and inclusion are identified and best practices for this topic are discussed in a dialogue followed by training.
- Customer diversity is embraced (areas of important principles such as anti-harassment, accessibility, equal opportunity, and anti-discrimination). [WTTC Hotel Sustainability Basics]
- Customer diversity is embraced and the inclusion of groups at risk of discrimination is promoted. [WTTC Hotel Sustainability Basics]
Setting up for success
Take ownership
Designate a lead person or team for each activity and ensure other relevant employees are aware of their roles
Review legislation related to the portfolio
Include senior leadership to make sure there is ownership and buy-in from the top-level
Raise awareness among internal stakeholders by introducing environmental and social sustainability training
Review the possibility for a monitoring system to track all environmental and social data in one location and monitor progress
Review and update governance procedures
Engage stakeholders
Conduct a stakeholder mapping to identify relevant stakeholders, and engage key stakeholders to understand their priorities
Find other brands and management companies you can learn from
Set up a process to regularly engage with hotels, to understand challenges, identify priorities, inform them of central programmes and share solutions
Understand impact & dependencies
1. Gather available data on guest satisfaction, and customer diversity
2. Review any current systems for guests and corporate customers to provide feedback
3. Review current standard cleaning protocols and how staff are trained about these
4. Review and record building safety legislation related to the portfolio
5. Support hotels in portfolio to carry out a safety equipment audit in all rooms
6. Assess current progress and challenges related to equity, diversity and inclusion (EDI) in the guest experience
7. Set a baseline based on qualitative and quantitative data collected
Set targets
8. Set company targets for EDI in the guest experience to address challenges previously mapped
9. Share targets with internal stakeholders, including region HR leads and hotel GMs
Resource: Net Positive Action Planner
Take action
10. Review available guidance to identify relevant actions
11. Determine and gather required resources
12. Review and update governance procedures relating to customer welfare
13. Inform employees about objectives and their role in achieving them, offering training where necessary
14. Communicate with guests by including information about sustainability activities in hotel collateral and/or include information on menus or in rooms
Reviewing & Reporting Progress
Monitor & Report
Review progress by comparing against previous performance and industry benchmarks where available (such as CHSB). Repeat on a regular basis (e.g. monthly/quarterly)
Review benefits seen through actions
Review challenges encountered along the way and plan solutions to implement
Update leadership on progress
Inform corporate customers and investors of performance and activities by including information in communications and meetings
Share your case studies with us!
As hospitality companies progress towards Net Positive Hospitality, the Sustainable Hospitality Alliance is keen to share good news and best practice from across the industry. Our Net Positive case studies are shared across our website and LinkedIn, acting as a positive space to celebrate these actions, achievements, and commitments.
We invite hotels to get involved by sending case studies to press@sustainablehospitalityalliance.org and / or tagging @Net Positive Hospitality and @Sustainable Hospitality Alliance within LinkedIn posts relating to environmental sustainability or social responsibility.
Customer Welfare - PDF Checklist
Download checklist
Click the link below to access a PDF checklist to use offline.
View our accompanying factsheets
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Test the outcomes of ESG solutions
The Net Positive Hospitality Simulation brings the Pathway to life, helping users understand the impacts of their decisions, test sustainability actions and create a tailored sustainability action plan.
2 | Advancing - Minimise negative impacts and initiate positive impacts
Ready to move onto the next stage?
Once you have completed Customer Engagement – 1 | Starting, you are ready to move on to 2 | Advancing.
