Customer Welfare
4 | Leading
Corporate Office
Give back more than you take
Outcomes
By the end of this stage you will have achieved the following outcomes from the Pathway Framework:
- Established practices are promoted that enhance customer welfare across the sector.
- Collaborative partnerships have been formed to further develop customer welfare practices (e.g. accessibility).
- Customer feedback represents a key factor in the decision-making processes.
Net Positive Hospitality in practice
There is no one-size-fits-all vision for what Net Positive looks like for the industry. Nor is there a limit to how ‘Net Positive’ a company can become. Therefore, this fourth stage is no longer a case of completing steps, and is, instead, a continuous process of expanding and deepening your company’s positive impact on people, communities, destinations and the planet.
Looking for inspiration?
Discover case studies that show the many ways in which hotels can give back more than they take.
Case Study: IHG Hotels & Resorts – InterContinental Bora Bora continues to lower costs and carbon emissions using seawater
The islands of Bora Bora in French Polynesia boast crystal clear water and bright blue skies –but this idyllic backdrop comes at a price due to the high cost of energy in its insulated economy.
Case study: Four Seasons Resorts – Maldives ‘Reefscapers’ Coral Restoration Project
After 22 years, Four Seasons Resorts’ partnership with Reefscapers in the Maldives has developed into one of the world’s largest artificial reef restoration projects
Case study: Arabella Hospitality – Circular food systems, in partnership with FINHAVA
Arabella hotels have joined FINHAVA, a pioneering project on Mallorca for the promotion of circular economy, local agriculture and sustainable tourism.
Case study: Marriott Stockholm – Partnership with Coffeemagic to repurpose saved coffee grounds
Together with local start-up, Coffeemagic, Courtyard by Marriott Stockholm is reducing waste by creating a sustainable body scrub from saved coffee grounds
Case study: Case study: Radisson Hotel Group – Partnership with Winnow and Too Good to Go
Radisson Hotel Group (RHG) has implemented several measures to help prevent food wastage, including key partnerships with Winnow and Too Good to Go.
Case study: Hyatt Hotels – working with WWF to advance sustainable seafood sourcing
Thanks to the support from Hyatt and other businesses, the Peru mahi mahi fishery continues to improve fishing practices and management to increase its performance and help it meet the requirements of the MSC standard.
Case study: Hyatt Hotels – creating a World of Care at Alila Villas Uluwatu
At the Alila Villas Uluwatu resort in Bali, tyres from the buggies are upcycled into seats and pots.
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.
View our accompanying factsheets
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.
Congratulations, you are now a Customer Welfare leader!
Ready to take action in another area?
Once you have completed Customer Welfare – 4 | Leading, head back to the Pathway hub to accelerate your progress across the other nine areas.
