Activity 33 – Balloon Burst
Objective: To reinforce the guest importance represented by the balloon
Toplay: 1. In a group, facilitator to give the designated “customer journey sequence” to all colleagues.
Play style: Balloons throwing
Duration: 10-15 minutes
2. Facilitators to ask all colleagues to form a circle. Bigger space and wider the better.
Setup: • Outdoor (Location that can play with water) • Team Materials: (1) Balloons, Water and pale (Optional) (2) Ball (3) List of customer journey points
3. Facilitator holds a balloon with water inside. Imagine that the balloon is our guest.
4. In sequence from the listing, colleagues must throw the balloon to the next sequence and must be caught safely by the other colleague following the customer experience journey. 5. If the balloon falls on the ground, moderator to ask and start a conversation: What’s the reason that the balloon was not caught? Do we not care for the guest? Do we not give our full attention? Are we not flexible enough on the given challenges? 6. If it requires to repeat again from the start, to make it exciting, facilitator to start with two (2) balloons to represent a couple guests. The balloon with water inside symbolizes our “Shangri -La guest” . It is delicate and we must protect, serve and make their stay truly worthwhile. • We always put the best effort to deliver the best customer experience to our guest from the day they book with us as the start up to the end, check-out and welcoming them back as a sign of loyalty. Key Learning: •
Sequence: a) Booking and Reservations b) Coordination on Operations c) Arrival at the Lobby d) Check-in at the Counter e) Assisting the Guest to the room f) Check-out
g) Heart warming farewell h) Guest Loyalty to return
Activity Brief: How to win: As a team, complete the customer journey! Say: In delivering the moments of joy , there’s a lot of planning, putting effort and team coordination from start to finish to make the guest stay memorable. Today, let’s play “Balloon Burst ”!
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