27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW
Dianne Morgan, Director of Guest Experience at Accor Hotels

Dianne Morgan


Director of Guest Experience
Accor Hotels

Check out the incredible speaker line-up to see who will be joining Dianne.

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Conference Day Two: Tuesday, 28 May 2019

Tuesday, May 28th, 2019


11:05 AM How Accor Hotels is Working to Improve RPS by Combining Cultural Change with Guest Journey Mapping

Accor Hotels operates over 220 hotels and 21 000 staff Australia-wide. For them the challenge is creating a program which delivers a consistent guest experience across 15 brands and all hotels in an environment where customer experience is still very much reliant on the human element and customer demographics vary between hotels. The program launched June combined the cultural change piece ‘Heartist’ with guest journey mapping to provide hotel GM’s with the big picture while catering to the individual hotel’s idiosyncrasies and opportunities. Early improvements to the RPS have already been realized. In this session:

  • Overcoming the initial challenge of attaining exec buy-in through storytelling
  • How Heartist empowered staff to create connections with guests and deliver on customer experience
  • Driving uptake of Heartist across all brands and staff by working closely with HR
  • Examples of how hotels have been able to action insights to improve customer experience