SeSSIon 9 | VAluInG SelF – BelIeVe In Your StrenGtHS Learning Objective: Using your strengths will make your job more pleasant and you will be able to make guests feel welcomed and valued.
Did she win more tournaments? Did she enjoy her game more? NO. She hired a new coach who made her use her strong point more (some- thing she enjoyed doing and was enthusiastic about). The idea was to avoid having to use her backhand, therefore she needed to be able to run faster on the court, so she could ‘run around her backhand’ and play a forehand instead. After this, Steffi won more tournaments and became one of the best tennis players ever. Moral of the story: People can achieve more when they are positively stimulated and motivated to do something. And that becomes easier if you can do the things you do well (your strengths) and use them all the time. Individual exercise, part 1 (2 minutes): Write down 3 points you do really well in your job. (I.e. I remember guest names easily, I achieve deadlines, I am always on time, and I have a good relationship with all my colleagues. Etc.) Debrief by asking 1 or 2 people to share their answers Individual exercise, part 2 : Write down which of those strengths you could use more to make our guests feel welcome and valued. (I.e. I use my time management skills to make sure that I am waiting at the door to welcome a guest for his 19.30 dinner reservation OR Because I remember names easily, I am going to make it a personal challenge to remember the names of the guest’s children/pets as well)
Set uP
10 min (might take a little longer…) Indoor Team 7-12 pax
mAterIAlS
Service Culture & Experience Guide If you have it, a tennis racket to support you when telling the Steffi Graf story Pens Paper SeSSIon BrIeFInG Say: On one of the first pages of our Service Culture & Experience Guide, we read the following passage: In this guide we will look at who we are in a few ways. Why? Because who you are – or want to be – determines how you behave and how you create guest experience. We are an Accor Hotel, We are a Luxury Upscale Brand, We are Sofitel, We are Ambassadors. All these roles, combined with everything YOU bring to the table, make up our DNA at Sofitel. It is clear that you are extremely important for us to achieve what we want; Making guests feel welcomed and valued. In order to help you with your role, I would like to share a story of a fa- mous sports person with you. Transformer note: Use tennis racket here. I am sure you all remember Steffi Graf (German tennis player). Her forte was her forehand. She had a coach who made her practice her backhand (weakness) for a long time…. Did her game get any better?
Debrief: by asking 1 or 2 people to share their answers
Praise: everybody for his or her honesty and great examples. Say that you know that our guests will feel cared about when they all start using their strengths more. tAKe-AWAYS • Using your strengths gives you energy, which you can then use in your contact with guests. • Making guests feel welcome and valued is fun.
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