... be given, clients are not impressed when hotels detach themselves from the issue. The importance of appropriate reaction to customer comments and grievances is well-documented. Strong correlation exists between speed of response and overall effectiveness. Firms have different options available...

... in context. Findings Hotels in the Asia-Pacific region have yet to fully utilize social media to promote their CSR initiatives. This means there is huge potential for improved stakeholder engagement, leading to short- and long-term performance gains. Originality The briefing saves busy executives...

... and easy-to-digest format. © Emerald Group Publishing Limited 2015 It is clear then that, while the CSR movement has undoubtedly seen much success in how it is embedded at quite a nuanced level with employees such as hotel front-line staff, there is a way to go for both staff and management alike...

... in a luxury hotel – more and more companies know that “doing the right thing” is the best way to do business. Practical implications The paper provides strategic insights and practical thinking that have influenced some of the world's leading organizations. Originality/value...

... and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format. The next stage was to compile an internal manual of the work procedures required by each division in the various hotels to ensure a new standard...

... Consider these accolades: 14 properties in the Top 100 World’s Best Hotels; award for the first ever AAA five‐diamond rating; top honors award from Travel + Leisure every year since 1997; and most important of all, clear leader from 16,000 travelers’ votes for the hotel chain...

... Ten million pounds for an excellence programme sounds considerable. But a complete ‘makeover’ of a corporate culture was never going to be cheap. Launched by the then new chief executive Antoine Cau in 1998, three years and one million training hours later, the Forte Hotel Group’s Commitment...