Activity 31 – BEE Obsessed!
Objective: To fuel ideas for guest experience
Activity Brief: Howtowin: Answer correctly and bee the best!
Play style: Basic, Better and Best!
Say: To provide the moments of Joy, we must know what are the Basic, Better and exceeded Best expectations of our guests.
Duration: 10 minutes
Setup: • Indoor • Team
For
today’s
game,
we’ll
play the
“ BEE
OBSESSED !” game.
Materials: (1) Bee stuffed toy (2) List of scenarios (Basics only)
Toplay: 1. In a circle, the facilitator to start by saying one “ Basics ” of a guest scenario from the list then he or she will throw the bee toy to a colleague and must answer the “ Better ” recommendation of the “Basics” . 2. Once answered, the colleague should throw the bee toy to another colleague and say his/ her “ BEST ” recommendation of the “Basics” .
Basic “Guest” Scenarios: a) Guest booked for a deluxe room for her birthday. b) Guest signed up for gym membership and enter the facility for the first time. c) Guest reserved for a table for 2 at the restaurant. It’s their wedding anniversary. d) Guest arrived at the lobby with 3 big luggage. e) Guests' graduation day with family reserved a table at the restaurant.
3. The game continuous as the colleagues throw and pass the bee to one another.
4. Facilitator to verify, check and further explain if the answer is correct and following the hotel standards (SOPs). 5. If it’s an idea out of the usual practices, anyone from the team can share their insights how to operationalize it and make the guest experience more momentous. Key Learning: • In Shangri-La Group, we empower our colleagues and teams to deliver the “Best”, creating moments of joy. • The bee game encapsulates how we challenge our way of thinking to create, plan and execute personalized guest experience.
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