3. Appreciative (Give the guest an upgraded room, offer the guest an aperitif on the house, etc. – However, always make sure you mention - verbally or via a small personal note - to the guest that he is getting something extra because we appreciate his visit/business) 4. Delightful (‘Put a on their face and in their heart) by doing something special for their child (mini bathrobe), or make them laugh (sing a local song for them because it is their wedding anniversary) tAKe-AWAYS • Attentive, Considerate, Appreciative, Delightful; 4 small words that make a big difference and impact on our guests • Attentive, Considerate, Appreciative, Delightful; everybody can do it • Attentive, Considerate, Appreciative, Delightful; make experiences memorable
We care about our guests by being: 1. Attentive
2. Considerate 3. Appreciative 4. Delightful
Ask: What do we mean by attentive? Answer: Paying close attention to something.
Ask: What do we mean by considerate? Answer: Showing careful thought.
Ask: What do we mean by appreciative? Answer: Recognition and enjoyment of the good qualities of someone or something.
Ask: What do we mean by delightful? Answer: Pleasing somebody greatly.
Activity: Split the group in 4 teams. Hand out 1 card per team. Task Each group to come up with 1 practical, hotel-related example of what you can do to express the word on your card.
Give 3 minutes.
Debrief: the 4 answers. Potential ideas:
1. Attentive (When a guest makes a comment during the reservation about a birthday, make note of it and act upon it when guests enter the hotel room/restaurant) 2. Considerate (When a guest arrives for his meeting in the banqueting room and you see he is carrying a lot of gear – computer bag, presentation handouts, etc. – make sure to offer to carry some of it)
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