Hospitality ON Event - Awards

Worldwide Hospitality Awards

Thursday 09 November 2023 à 18:00

Lauréat - Best Initiative in Talent Management


Campaign - The Heartist Journey- The unique cultural journey of AccorHotels

Cette candidature n'est disponible qu'en anglais / This application is only available in English.

Heart + Artist =Heartist. The Heartist Journey is the cultural transformation journey of AccorHotels, based on the DNA defined by the teams around the world.

Heartist Journey

AccorHotels is a worldwide leader with 25 hospitality brands, from luxury to economy. We are 250,000 hospitality experts who share the same passion: Welcoming people. We take care of millions of guests in our 4,300 addresses. Every day, we put all our energy into spreading the most powerful promise in the hospitality profession: Feel Welcome.

In today’s world, human interactions, connections and emotions are what really matters, as all we want is to live real human experiences that are worth being shared with others.

Pushed by the urge to adapt to these new expectations and to continue touching hearts, employees around the world gathered to think: from all regions, all jobs and levels, all brands, support functions & operations – all together as one, to reflect on our mission, our purpose…

This collective momentum, where also franchisees were involved, has defined the key elements of our identity and what we want our guests and employees to experience at AccorHotels:

WHY DO WE DO WHAT WE DO? To connect hearts all around the world

WHO ARE WE AT ACCORHOTELS? Heart + Artist = Heartist – We are HEARTISTS®. Passionate and expert in what we do, we master the fine art of welcoming, connecting, and serving others. Generous, creative and free, we are passionate about people, attentive to the world. We know how to dream and push limits!

WHAT DO WE DO IN ESSENCE? We make the world a more welcoming place

HOW DO WE DO IT? By placing people at the heart of everything we do

And as we want to provide our guests and employees with exceptional experiences that will turn them into raving fans who lock AccorHotels into their hearts, our Desired Guest Experience was defined in line with our Optimal Employee Experience… because guest experience depends on employee experience, it is indeed 100% linked. Teams are of course the most important key, not just to make our guest experience a success, but also to optimize our own employee experience.

Empowering our people and setting them free to connect with others is crucial.

The Heartist journey was designed to transform our aim into reality, in operations as well as in support offices, every day, for every guest and colleague, everywhere in the world.

Within one year, already 1 824 hotels are on board the Heartist journey, all regions and brands have joined, and even our partners see the power of this transformation, with a significant percentage of franchisees already rolling out the Heartist Journey in their hotel: 60% in middle east & Africa, 57% in Europe, 18% in South America, 13% in Asia Pacific, 8% in North America.

We can count on our internal network of 251 SUPER Transformers & SUPPORT Transformers around the globe, all volunteers to lead this transformation on top of their actual job, trained to transform the hotels and regional offices from their region.

The success is undeniable: Teams everywhere love to see that we focus on emotions and place people at the heart of everything we do, starting with them and their own employee experience at AccorHotels. This enthusiasm is illustrated in the results of the last employee engagement survey: for transformed hotel teams, average engagement scores from all regions increased compared to Y-1 (except for one region that maintained the same score as Y-1). In some regions, engagement score of Heartist hotels reaches an average of + 9 points. Unbelievable examples:  +23 points at Novotel London Blackfriard – UK / +49 points at Mercure Cairo Sphinx – Egypt !

As a result, guests are starting to feel it in our hotels, and they like it too: More than +5 points on friendliness of staff score for Heartist hotels compared to non-transformed hotels. All Brands are concerned, Eco, mid-scale and lux. The further hotels go in the journey, the most impacted the results are.

It is only the beginning, as new hotels are joining every day, and additional content is regularly released…we are on a mission, and it is a great one! At AccorHotels : We Are One.


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