Applied to:
This award recognizes the most outstanding individual or loyalty programme guest experience in the hospitality sector that has created unforgettable memories. The winning experience will have successfully engaged and retained customers by offering innovative and relevant benefits. The award honors experiences that exceed expectations by creating an unforgettable experience for recipients. This prize is not reserved for experiences designed exclusively as part of a loyalty programme.
The project:
Campanile's "Campa’ttitude" is a transformative service philosophy aimed at creating memorable guest experiences while strengthening team engagement. It reflects the brand’s DNA through three interconnected values: “Good by Nature,” “Moment Maker,” and “My True Self.” These values guide staff behavior and ensure alignment with the brand promise of "Hotels for people, Moments for sharing."
The program’s implementation is comprehensive and structured. Managers and teams establish personalized rituals, ranging from guest interaction enhancements to operational commitments. Each hotel customizes 5–8 guest-facing rituals, while management focuses on three internal practices to ensure consistency and impact. This approach not only improves guest satisfaction but also boosts team morale, reducing staff turnover and enhancing the employer brand.
To support its rollout, Campanile provides a web app and management guide featuring digital courses, onboarding resources, and actionable tools. This ensures all team members understand and embrace the philosophy, facilitating effective deployment.
Performance metrics underline Campa’ttitude’s success. TrustYou’s service score improved to 4.2/5, guest satisfaction reached 91% on the Net Promoter Score, and team satisfaction scored 4.6/5. These results highlight the program’s positive impact on both customer and staff experiences.
Special attention is given during hotel renovations or openings, with a six-month coaching program involving mystery visits, monitoring, and operational guidance. This ensures a seamless adoption of the philosophy from day one.
By emphasizing team-driven hospitality, natural gestures, and enhanced customer interactions, Campa’ttitude positions Campanile as a leader in creating unique, memorable experiences. It redefines hospitality through intentional service, building loyalty and differentiation in a competitive market.
The Hospitality Awards celebrate innovation and excellence and highlight the most creative initiatives in a sector that is constantly and rapidly changing hospitality.
