Power of service when it comes from the heart

Accor Vacation Club staff have recently undergone training as part of  AccorHotels new guest and Member focused ‘Heartist’ initiative. The initiative is the focus of a public campaign titled ‘From the Heart’, which highlights real-life examples of heartfelt service from across the broader AccorHotels network. The campaign depicts the cultural transformation that AccorHotels has undertaken which empowers over 10,000 staff throughout its hotels including Sofitel, MGallery by Sofitel, Pullman, Swissôtel, The Sebel, Grand Mercure, Novotel, Mercure and ibis with the freedom to go ‘off-script’ to provide spontaneous gestures that transform hotel stays. These gestures include celebrating guest milestones such as anniversaries, ensuring younger guests are made to feel welcome and going above and beyond to create memorable moments and experiences that money simply cannot buy. The campaign celebrates heartfelt acts of service via an ongoing social media campaign, under #Fromtheheart, highlighting them as they happen. Accor Vacation Club has also introduced a dedicated hashtag #surpriseanddelight for Members staying with the Club's network, who wish to share special moments and memories from their own travels and experiences. Bridie Commerford, Vice President, Marketing, Communications and Guest Relations for AccorHotels Pacific said: “Each and every day throughout over 200 hotels across Australia, our team create special memories for our guests. It is a privilege to work in an industry where people share some of their most precious life moments with us and we aim to give each of them an experience that is surprising and genuine – that comes from the heart, rather than from a rulebook. This campaign shows just a few of the wonderful gestures our teams have carried out over time.” To find out more, you can view the video encapsulating the ‘heartist’ concept at work here