SeSSIon 11 | InSIder KnoW HoW Learning Objective: Experience how recognizing and personalizing things for guest’s leads to the guests feeling valued/special.
Debrief: Questions of the group, such as: • What did you notice about the body language of your colleague when you handed over the card? (Answer: Smiling, laughing, surprised) • How did it make you feel when you found out that I (the transformer) made an effort to look up your hobbies/passion? (Answer: I felt valued and special ‘wow, the transformer really made an effort for me’) • Now you know what makes your colleague tick, how will you use that knowledge in the future? • How can you relate this activity to our guests at Sofitel? (Answer: we can also look up what they enjoy doing via Social Media, and when appropriate, use that in our contact with them) tAKe-AWAYS • Via Social Media, I can find out many things about our guests; I can use that knowledge to surprise him/her. • With my insider knowledge of guests, I can show I care; because I made an effort for my guest (s) he will feel valued and special. • Using Social Media, I can surprise guests who stay with us for the first time.
Set uP
10 min (might take a little longer…) Indoor Team 7-12 pax
mAterIAlS Preparation work for transformer on Facebook/Twitter/Instagram/ LinkedIn… Find out something personal about each participant via Social Media. Prepare individual cards with that personalized topic, i.e. Ambassador X loves skiing, Ambassador Y is crazy about Beyoncé, Ambassador Z has recently been to Madrid, etc. (Do not write the name of the individual on the card, only the activity/pas- sion) SeSSIon BrIeFInG Say: Our guests and the experiences they have, are our golden key to our continuing success. The more we know about our guests, the better we can help them and give them what they want and more! Ask: How much do we know about our guests, also guests that never stayed with us before? Answer: If we do not make an effort, we will know very little. However, there are easy ways to find out what makes our guests tick… Activity: Hand out the individual cards (at random – make sure you do not give the Ambassador X card to Ambassador X….); 1 card per participant. The group is to walk around and talk to their colleague Ambassadors to find out which card belongs to whom. As soon as they have found the right person, give them the card. Then ask your colleague what they like so much about the topic on the card.
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