I want the guests to feel welcome and valued, this means that I will…
they are going to do to inspire their colleagues or/ and guests and how they are going to demonstrate bringing the Blueprint to life. We will discuss our Sofitel blueprint in our next section. Discuss the exercise by asking some of the following questions: • Does anyone have any examples of when they have received great service either inside or outside Sofitel and/or AccorHotels properties? How do you feel about that? • Do you think this kind of thing will have a positive effect on our guests? (Yes of course) • In what way do you think that leaving personal fingerprints will create raving fans/loyal colleagues or and guests? Why/How? (Absolutely, colleagues or guests will talk about it and come back because they want more)
I will share an example with you to set you off on the right track: • If the guests are leading in everything I do, this means that I will NOT walk past a guest without making eye contact and without greeting him with a personalized comment. • I will ensure that every regular guest is greeted by name with a genuine smile. Transformer note: Discuss the answers that the pairs came up with, make sure that they are talking about behaviors which they can change, and not just ge- neric statements.
Show: Part 1 of Brand Experience Movie Sofitel.
Do you think Sofitel will benefit if you start to deliver personal fingerprints? Why/How?
Finalize this topic of “Reverse Thinking – What does this mean for us?” with the following exercise in pairs: Say: I would like you and your partner to each come up with a few behaviors that answer some questions below: • If the guests are leading in everything I do, and I want the guests to feel welcome and valued, this means that my behavior must… • If the guests are leading in everything I do, and I want the guests to feel welcome and valued, this means that I will NOT… • If the guests are leading in everything I do, and
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