SeSSIon 6 | I KnoW You!!! Learning Objective: Understand how guest recognition contributes to delivering a magnifique Sofitel guest experience.
Transformer note: Try to find out what some of the characteristics of the regular guests are; in that way, you know if the teams are giving you correct answers.
Set uP
Ask: Was it surprising to see how many preferences we know of our regular guests?
10 min (might take a little longer…) Indoor Team 7-12 pax
Ask: Do you use your knowledge of preferences every time you see this guest? • If not, why not? • If yes, how does the guest react to that?
mAterIAlS 2 flip charts Markers
Ask: What could we do to use each other’s knowledge more?
Print outs (A4 size) of photos of regular guests (minimum 10, the more the better). Mix them with a few prints of famous people (for fun). If you do not have their photos in the hotel, try to look them up on Facebook for instance. A box of chocolates (or anything appropriate) for the winning team.
tAKe-AWAYS • Guests feel really special and valued when we remember their preferences. • Communicating with other departments and/or colleagues and using their knowledge helps to deliver great service to guests.
SeSSIon BrIeFInG Say: Today we are going to play a game; you will be participating in a Quiz.
Transformer note: Split group into 2 teams – pay attention to a good mix of departments/senior & junior colleagues.
I will show you a photo of somebody you (should) know. After each photo, I want you to decide in your team who this person is and how many characteristics you can name of this person. Recognize the regular guests and name as many of their personal preferences as you know. Do not scream the name of the person out loud, but rather discuss it in your team, and after all the photos, we will check your
answers. Write your answers per photo on a flip chart. The team with the most correct answers wins the prize.
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MODULE 4 I CARE
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