SeSSIon 2 | BrInGInG FWFV to lIFe Learning Objective: Bring FWFV to life in their own individual way, thereby contributing to the unique experiences delivered by AccorHotels LUB at the diverse brands.
Lead to: We want to connect with our guests and make them Feel Wel- come and Valued when they stay at Sofitel/any AccorHotels LUB prop- erty. We have our blueprint of course, but our AccorHotels LUB values are equally important, hence they are reflected on the blueprint as well. We want to turn our guests into Raving AccorHotels LUB fans!
Set uP 10 min Indoor Team
Explain: The next part is thinking about what makes us, AccorHotels LUB, who we are. What makes us unique and stand out from all the rest?
Say: I would like you to break up into groups of 2-4 (depending on overall group size)
mAterIAlS Post-its Index Cards
Say: Each of you will receive a card on which I want you to write down what you believe makes AccorHotels LUB unique and different.
SeSSIon BrIeFInG Explain: This exercise comprises 2 parts. Firstly,
Transformer note: Be sure to have your own Stamp ready.
Explain: When you have written that down. I want you to write down what your contribution can be in terms of Feel Welcome Feel Valued, on the other side of the card. tAKe-AWAYS • Everyone can contribute in his or her own unique way to make the guest feel welcome and valued at Sofitel. In order to really amaze our guests, we often need to go the extra mile. • It might mean doing unconventional things for our guest but we will amaze them by exceeding expectations and going above and beyond, Once again, this can only be done with your valuable contribution.
Ask: All of the participants to walk over to an empty wall and stick a post-it on the wall as high as they can. Once they have done this, they step back and take a look at what they have accomplished. Secondly, ask them to shake it out. Loosen up their shoulders and jump up and down a bit to loosen themselves up. Now ask them to take another post-it note and stick it higher than the previous one.
Transformer note: The second post-it will most likely be higher up than the first.
Follow up this exercise by asking the following questions: • How do you feel about the result of this exercise? • Did you expect this to happen? • What changed? Why were you suddenly able to exceed your own expectations and stick the post-it higher? • What is the lesson learned? How can we use this with the guests to exceed expectations and really make them Feel Welcome and Valued? Remember it is important for us to continuously exceed expectations of our guests. Ask: Who can remember why this is important? Facilitate discussion and link back to the kick off.
SuStAInInG 6-8 weeks after this session: Send hand exercise. See communications calendar for further details.
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MODULE 1 | FEEL WELCOME FEEL VALUED
PS-Accor-Sofitel-TM-V6.indd 35
01-05-16 23:30
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