Exercise: Divide the group in 2 sub-groups.
Transformer note: In principle, the conclusion should be that because of the exceeded expectation, the guests will have enjoyed the contact a lot and be left inspired in a positive way. He/she will tell his/her friends and family about that positive experience and will come back, because it was so amazing. And even better…he/she will bring his/her friends and family along! Creating Raving fans along the way!
mission to maintain our current guests; additionally we want to convert new guests into Raving fans as well. We can only create and maintain these Raving fans through creating unique and personalized guest experiences. Unique to AccorHotels LUB and Sofitel.
Task (5 min): On your Post-it notes, I would like you to write down behavior that you – our Sofitel Ambassadors – demonstrate in your day-to-day job. Try to categorize it under one of the headings of our desired behavior; I am genuine, I am generous, I care, I share my passion.
01:55 | eXercISe – Go For tHe GreAt!
Evaluate exercise (5 min): Ask the groups to explain their results. Facilitate the discussion.
Say: As I just explained, we want to behave in a certain way that will contribute to exceeding guest expectations; we want our guests to feel welcome, feel indulged, feel valued/special and feel mag- nifique. Say: Let me show you a video www.youtube. com/watch?v=lqT_dPApj9U (Coca-Cola happiness machine)
Finalize: Decide where on the pyramid these behaviors written on post-its, fall. Are they exceeding guest expectations, meeting expectations or are these behav- iors the standard expectations? This can then be hung up at a place in the heart of house for example, where Sofitel Ambassadors will constantly be reminded of what behavior to demonstrate in order to exceed expectations. Transformer note: The difference between meeting expectations and exceeding expectations varies per guest; what is exceeding for you, could be “just” meeting expectations for me… Important that the answers here are therefore not “black and white”, it can vary as long as the argumentation is there. Discuss the exercise by asking some of the following questions: • Do you think that when you try to exceed guest expectations, it will help you in terms of delivering a surprising experience for our guests? Why/How? • Will it contribute to creating more enthusiastic Raving fans? Why/How?
Ask: What does this video show us? How does this make you feel about Coca-Cola?
Say: Now, back to us, let me talk you through a few examples of what we are looking for here. In the Service Culture & Experience Guide (show it to the Sofitel Ambassador), you can see the following ex- amples for Sofitel Ambassador behavior:
Transformer note: Read some examples from the guide.
Say: We need to show all of these types of behavior, but I think you’ll now see the difference between a satisfactory experience and an exceptional experience.
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KICK-OFF
PS-Accor-Sofitel-TM-V6.indd 27
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