By the end of this stage you will have achieved the following outcomes from the Pathway Framework:
Implementation of policies is monitored on hotel-level. 
  • Sites, buildings and activities are accessible to persons with disabilities and special needs, as appropriate to the nature of the operation.
  • Clear and accurate information is provided on the level of accessibility and sustainability practices.
  • Negative feedback and responses made to the feedback system are recorded.
  • Initiatives to nudge customer behaviour change to support sustainability practices are in place.

Setting up for success

Take ownership

Identify owners across all key organisational teams

Implement a Sustainability Monitoring System (SMS) if not done already

Review and update governance procedures

Engage stakeholders

Review and engage stakeholders previously mapped, and identify any additional key external stakeholders in the value chain to engage with on Human Rights, Labour practices and EDI

Find other brands and management companies you can learn from

Establish a feedback mechanism for key stakeholders to comment on sustainability initiatives

Check whether there are any local, regional or national plans that could be aligned to support wider efforts

Understand impact & dependencies

1. Carry out an accessibility audit to determine the current level of accessibility of all sites, buildings and activities on offer, and identify opportunities for improvement
2. Review how accessibility and sustainability are currently communicated to customers
3. Review customer feedback process to determine if improvements could be made to increase quality of feedback

Set targets

4. Set targets to improve accessibility and engage customers with sustainability measures
5. Review and strengthen previous targets to improve EDI in the guest experience
Resource: Net Positive Action Planner

Take action

6. Review guidance to identify relevant actions
7. Record customer welfare progress and initiatives in the Sustainability Monitoring System (SMS)
9. Review and update governance procedures relating to customer welfare
10. Raise employee awareness of customer welfare commitments, and their role in achieving them
11. Engage with customers and enable them to make more sustainable choices

Reviewing & Reporting Progress

Monitor & Report

Conduct an external audit on key environmental and social data

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

Create a revolving fund to reinvest savings from efficiency measures into new sustainability initiatives, if not done already

Inform corporate customers and investors of performance and activities by including information in communications and meetings

Publicly report progress against company targets on an annual basis

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.

Find out more and enquire

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.

3 | Accelerating - Neutralise negative impacts and build robust positive impacts

Ready to move on to the next stage?

Once you have completed Customer Engagement – 2 | Advancing, you are ready to move on to 3 | Accelerating.