By the end of this stage you will have achieved the following outcomes from the Pathway Framework:
Corrective actions have been taken along the value chain. 
  • Sustainability claims are based on records of past performance.
  • There exists evidence of corrective actions taken, based on customer feedback.
  • Accessibility for all guests has been certified or checked with relevant experts/user bodies.
  • Opportunities for customers to engage in environmental and social initiatives are in place.

Setting up for success

Take ownership

Enable owners across all organisational teams to be innovative

Review and update governance procedures

Engage stakeholders

Collaborate with key stakeholders to develop and test an innovation project

Find other brands and management companies you can learn from

Understand impact & dependencies

1. Review public sustainability claims and assess level of evidence to support these
2. Review current opportunities for customers to engage in environmental and social initiatives, and current level of engagement

Set targets

3. Review, strengthen and extend targets for EDI in the guest experience, improving accessibility, and engaging customers in sustainability measures
Resource: Net Positive Action Planner

Take action

4. Review guidance to identify and select relevant actions
5. Update standard operating procedures and policies to help achieve customer welfare goals
7. Review and update governance procedures relating to customer welfare
8. Actively engage your staff and encourage innovation

Reviewing & Reporting Progress

Monitor & Report

Conduct an independent assessment for environmental and social impact

Review progress by comparing against previous performance and industry benchmarks where available (such as CHSB). Repeat on a regular basis (e.g. monthly/quarterly)

Document learnings and any recommendations for follow-on actions to share with internal and external stakeholders

Review benefits seen through actions

Review challenges encountered along the way and plan solutions to implement

Update leadership and staff on progress

Seek certification by a globally recognised certification programme (e.g. GSTC recognised or an ISO standard)

Inform corporate customers and investors of performance and activities

Report your progress publicly on an annual basis. Publish disaggregated data and align reporting with established frameworks, e.g. CDP, GRI, TCFD, Integrated Reporting

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.

4 | Leading - Give back more than you take

Ready to move on to the next stage?

Once you have completed Customer Engagement – 3 | Accelerating, you are ready to move on to 4 | Leading.