Sustainability: Do Actions Match Words?

There has been a rising emphasis on sustainability effort at hotels. However, the key issue is whether the actions match the words of aspirations. Based on the outcome of three research methods, there are gaps and conflicting phenomena that can be improved in the hotels’ sustainability endeavors. Suggestions are proposed for hotels to leverage more on employees as ambassadors, formulate a better measurement system as well as journey through the guests’ service touch-points.