Accor set out to turn loyalty enrolment from an inconsistent front-desk ask into a daily habit its teams actually practised — across dozens of brands, hundreds of properties, and the languages its teams work in. Here is how Atiom helped close the gap between the standard and the shift.
2×
loyalty enrolment vs non-Atiom properties Pacific region · published case study
1,000+
hotels live across APAC & MEA Accor × Atiom
The challenge
The brand promise lives or dies at the front desk.
Loyalty enrolment is not a marketing campaign — it is a frontline behaviour, repeated thousands of times a day at check-in. Across a portfolio as large and varied as Accor's, that behaviour has to hold on a new starter's third day as surely as on a veteran's.
The standard was clear. The hard part was making it show up on every shift, in every brand, in every region — without adding to the front desk's load.
The approach
From a written standard to a daily habit.
Atiom equipped front-desk teams with the enrolment standard in the flow of the shift — short, mobile-first practice, in the languages they work in. Teams rehearsed the ask itself: when to make it, how to read the moment, what to say.
And operators could see where enrolment was holding and where it needed support, property by property — so the rollout was backed by evidence, not anecdote. Equip the frontline, build the habit, close the gap — on every shift.
The results
Enrolment doubled — and the rollout scaled with it.
81%
loyalty enrolment at Atiom properties vs 41% at non-Atiom properties
Accor × Atiom · loyalty enrolment rate, Pacific region (published case study)
4 wks
to the first Southeast Asia launch
Accor × Atiom (published case study)
40+
brands live on Atiom
Accor × Atiom (published case study)
1,000+
hotels across APAC & MEA
Accor × Atiom (published case study)
"Atiom's platform has been a game changer for Accor — driving positive behaviours and increasing loyalty enrolment."
Kerry H.Chief Commercial Officer · Accor
See it on your floor
See what changes across a portfolio like yours.
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