AccorHotels, a global operator of multiple hospitality brands, was seeking to align its luxury brands around its HEARTIST™ customer service model. This program, targeted at both people leaders and individual contributors, was part of a larger onboarding program that included brand immersion, loyalty, service culture, diversity/D&H and other hotel-facing tools to integrate and align global behaviours across the enterprise, while activating each brand’s unique promise and guest experience. Tools have been developed for live workshops, TTT, digital, brand immersion and other applications.