KIcK-OFF
IntroductIon
This Kick-Off will inform the Sofitel Ambassadors how and why we are embarking upon our Guest Service Experience journey. We will be taking a closer look at how the blueprint came about and why it is relevant for us at this time to focus on Guest Service Experience.
At tHe end oF tHIS module tHe AmBASSAdorS WIll Be ABle to
• Say in what way the Experience Pyramid affects good, great and exceptional experiences, and state what you will do in the hotel to create that Sofitel experience for our guests.
• Explain what Reverse Thinking is and say why our guests benefit from this approach. • Understand the set-up of the Blueprint and develop the confidence to start working in that context.
PS-Accor-Sofitel-TM-V6.indd 16
01-05-16 23:29
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