The Prism Standard
Human-centred excellence in hospitality
Prism defines a new standard of excellence for hotels and destinations that place human experience, wellbeing and thoughtful service at the heart of travel. It is not a checklist or a compliance exercise.
It is a framework for continuous improvement.
Designed to elevate how guests feel, and how teams deliver care.
OUR FOUR PILLARS
True luxury is not about perfection.
It is about how guests feel.
Prism exists to help hotels create environments where confidence, wellbeing and personalisation are embedded naturally — through leadership, service culture and thoughtful design.
Prism is not a medical or compliance-led certification.
It is a standard of care, service and wellbeing — delivered with discretion, warmth and excellence.
1
Leadership & Commitment
A visible, values-led commitment to human-centred hospitality. Leadership sets the tone for service excellence - embedding care, empathy and wellbeing into decision-making, operations and guest experience.
2
Team Capability & Training
Teams trained to respond with confidence, empathy and clarity. Prism supports staff with the skills and language needed to recognise individual needs, manage bespoke requests and deliver personalised service with discretion.
3
Environment, Operations & Sensory Design
Spaces and systems designed for ease. From arrival to departure, environments and operational practices are shaped to reduce friction, promote calm and support a sense of comfort throughout the guest journey.
4
Guest Experience & Personalisation
Personalisation that feels natural, not intrusive.
Prism-aligned properties create experiences where guests feel understood — without having to repeatedly explain their needs.
