EMPHASIS ON EMPATHY

摘要

When Grand Hyatt Sao Paolo began researching ways to improve guest loyalty, a somewhat unexpected theme emerged. "We discovered travelers at times had a feeling of loneliness," says General Manager Thierry Guillot. "We decided to develop some answers in that regard." What emerged was the Sponsor of Love initiative, an empathy-based program focused on building emotional connections with guests and among the 466-room hotel's associates.