SeSSIon 7 | VAlue tHe GueSt Learning Objective: Use different words and sentences in communication with guests to express how much we value him/her.
Activity: Discuss in pairs (3 min): What can we say to the guest to show him that we value him/her? Evaluate: Potential answers: • What a real pleasure to see you again Mr. DuPont • I replaced your pillow with a synthetic one, just like you had last time you were here • What can I do for you to make your stay unforgettable Mrs. Smith? • Etc. Finalize by telling the group to make a personal note of examples we discussed that you liked and that you could use with your guests (without literally copying, it needs to stay personalized).
Set uP
10 min (might take a little longer…) Indoor Team 7-12 pax
mAterIAlS 2 flip charts Markers Pens Paper
tAKe-AWAYS • Use personalized phrases to surprise guests
SeSSIon BrIeFInG Say: Our guests are in good hands when staying at our hotel. We offer surroundings in which they feel welcome, safe and recognized. We care for our guests, like we care for our hotel and each other. We want the guests to feel valued and special and like a VIP. At Sofitel, all our guests are VIPs and all our guests are valued and special. Each and every one of our guests gets the Cousu Main treatment, blended with our French culture and art de vivre. Caring means helping guests in order to make them feel valued and special. Before, during and after their stay, doing our utmost to make the experience unforgettable and to create magnifique moments.
• Value guests by making an effort to say something special to them • Say what you do – (if you only change a pillow, the guest might not notice and it is also a good reason to make personal contact)
Ask: we talk about being valued all the time. What makes you feel val- ued when you go somewhere (to a restaurant, to friends, on holiday)?
Transformer note: Write this sentence on a flip chart if you want, and write their answers on the flip chart too if that makes it more clear for the audience.
Facilitate the discussion.
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