SeSSIon 3 | SHAre Your emotIonS – to do or not to do Learning Objective: Experience the effect of various emotions and use that experience to create the right, magnifique and unforgettable experiences for guests.
Activity (3 min): Split the group into pairs. Show the group the flipchart with the sentence about the weather. Only show, one after the other, the emotions written on the cards to 1 person of the pair. That one person is to say the sentence out loud while expressing the different emotions. The other person needs to guess the emotion presented and reflect on what that emotion does to him/her.
Set uP
10 min (might take a little longer…) Indoor Team
Debrief with total group
Ask: How did it feel when the other person was using the negative emotions? Unpleasant
mAterIAlS A prepared flipchart with a sentence on it:
Ask: How did it feel when the other person was using the positive emotions? Happy
‘Can you tell me what the weather is like today?’ Prepared cards with emotions written on them: passion, impatient, tired, surprise, joy, uninterested.
Ask: Is this the same for our guests? Yes!
SeSSIon BrIeFInG Say: We combine our passion for the job, knowledge of Sofitel and AccorHotels and the guest in order to deliver exceptional services. Our passion for our work shows and we let others feel magnifique because of that. But, sometimes we have an ‘off’ day and then it is not always easy to show our passion and deliver exceptional services. However, is that the fault of the guest? Is he paying to stay with us to get a bad attitude? No! The problem is that we do not always realize that we are showing a different type of emotion, particularly when we are busy, we are not always aware of it…..Let’s do an activity to show you how easy it is to recognize different emotions, and let’s see what kind of effect that has on the other person.
Ask: How can we use this experience in order to create the right, magnifique and unforgettable experiences for guests? Make sure we are not on automatic pilot when at work and ensure we show our positive emotions even when we are tired or upset. tAKe-AWAYS • We need to be aware that we must only show positive and passionate emotions to our guests • Our emotions have a direct effect on the guest experience • We are responsible for our own emotions
117
MODULE 5 I SHARE MY PASSION
PS-Accor-Sofitel-TM-V6.indd 117
01-05-16 23:31
Made with FlippingBook flipbook maker