00:00 | Feel Welcome & Feel VAlued!
do this by going through this change together. So welcome everyone, welcome to the guest experience, or even better: welcome to experiencing and living the guest experience yourself. Are you ready? Say: We are going to live the guest experience together, as the Sofitel Ambassadors we are. Every part of this experience has been mapped out for us to share and follow. I am sure you are going to love this and be excited to start our guest experience ‘journey’. Say: The purpose of our guest experience is to help us to build our brand and further improve the experience in our hotels. Of course, by now with the extensive heritage, our guests know what to expect, but we want to go above and beyond, and really design environments and experiences for our guests that are in tune and in style with today’s mobile and connected world. This Kick-Off is designed so that we can discuss and learn about our guest experience. And understand how we are going to move forward in implementing our blueprint with our colleagues.
Transformer note: Play loud, active music for when the Ambassadors are walking into the room.
Greet all participants by shaking their hands, giving a warm smile and by saying that you are really happy they are here today. Explain that today is a party like we used to celebrate the Ambassador days. Ensure people have a drink and something to eat. Have people enjoy the party for approx. 15 minutes, make sure everybody is enjoying him/herself and is feeling relaxed. Play the clip below.
www.youtube.com/watch?v=CtiJnILEwkU
After the movie ask: • What did you see? • What touched you the most? • What is the importance of Guest service? • How do you think you can personally contribute to the Sofitel Experience? Say: This is the very essence of what we will discuss here today. We will introduce you to the Guest Experience; a way by which we can treat our guests, which will set us apart from the competition. Some of you may say “why something new, some- thing different?” The answer is simple: good is no longer good enough… The trends are always chang- ing. Guest experience and making the guest a pri- ority is the new trend, and it’s here to stay. We are aiming to stay ahead of the trends and we can best
Ask: Who has a question about this so far?
Facilitate answers and move on with the introduction of this module.
18
KICK-OFF
PS-Accor-Sofitel-TM-V6.indd 18
01-05-16 23:29
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