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This is part of a case series. The case occurs at the Dahlia Resorts & Hotels (DH&R), an international five-star hotel group (whose name is fictitious) renowned for its operational excellence and cutting-edge innovation in its accommodation infrastructure. The case mainly involves Pamela Schilling, the General Manager of the DH&R, and Michel Lambert, the Head of the Department of Human Resources at the DH&R. The discussion between these two protagonists begins when Pamela confesses to Michel that she is aware that the rigor and excellence of the Standardized Operating Procedures (SOPs) and the innovative technology of DH&R are no longer enough to conquer the hearts of the guests. Pamela and Michel then engage in a deep dialogue, during which they agree that the DH&R must now put emotions at the center of the interactions between the hotel’s front end and guests. Pamela realizes that the only viable solution to awaken the guests' emotions and offer them the best hospitality experience is for the DHR to infuse a spirit of passion and attentiveness among its employees. Fully aware of the need to put the awakening and stimulation of positive emotions at the center of interaction with guests, Michel suggests that Pamela recruit two hospitality professionals: Viviana, who held the position of Director of Guest Experience for several years in a luxury hotel establishment and Wong (previously employed as Head of Reception of a five-star hotel), whose interpersonal, human-centric and emotional skills are well established.