SeSSIon 10 | SurPrISInG our GueStS Learning Objective: Experience a surprise yourself, and use what drives and motivates you to surprise our guests and make them feel valued and special.
In your Service Culture & Experience Guide, there are a few perfect examples of what small things you can do, that have a big impact on the guest: • For example, your guest had the most amazing béarnaise sauce at the restaurant in the hotel, and you, as chef of the restaurant receive this compliment. You decide to print out the recipe and go to hand it to the guest, with a personal comment and ‘secret’ chef’s tip. • You might be off shift, and you see that the guests you were assisting in the morning are standing with the map on their phone trying to figure out where the theatre is. The theatre happens to be on your route, so you say, “Hey Mr. and Mrs. Luton, I am going past the theatre on my way home, I can show you where to get off if you want to take the metro”. Do But, before you start thinking about what you can do for your guests, I have something for you………give them your surprise!! Enjoy your surprise and let this be an inspiration for what you can do for your guests .
Set uP 10 min Indoor Team
mAterIAlS Video: Routine experiment ‘joggers’: youtu.be/kISQ_PR3me0 Service Culture & Experience Guide Transformer: Come up with a surprise for this group of Ambassadors (cake for everybody, sing them a song, give them a small gift, anything that you feel is appropriate and fits the budget)
Transformer note: If you conduct this session for several groups, try to make the surprise different every time.
SeSSIon BrIeFInG Say: Let’s start by looking at a short video: Routine experiment ‘joggers’. (2.5 min) Say: After the video, say that this video showed us that it is very rewarding to do something small, but surprising for somebody else; Just remember the faces and reactions of the ‘joggers’ who were surprised . So, let your hospitality heart beat and use your energy and what drives and motivates you to do something special for our guests. You are an Ambassador crafting Cousu Main service, and you are surprising our guests!
tAKe-AWAYS • Doing something for somebody else is valuable • It sometimes takes very little effort to create a big result
126
MODULE 5 I SHARE MY PASSION
PS-Accor-Sofitel-TM-V6.indd 126
01-05-16 23:31
Made with FlippingBook flipbook maker