WHY
WHO
HOW
WHAT
At Sofitel we blend art de vivre with local culture to create unforgettable experiences and magnifique moments. Feel Welcome and Feel Valued is the result of us surprising our guests with Cousu Main service. Why have we chosen for the Optimal Ambassador Behavior ‘I am genuine’? Being genuine means showing yourself and being yourself in the things you do and say. It is about being open minded, transparent and authentic. And we’re sure that that’s the formula to ensure that we can be successful. You can tell when people are real, their energy and being is genu- ine, and welcoming. We want our guests to feel this too, to feel the genuine warmth and French touch so that they feel welcome at Sofitel. You, our Ambassadors, play a key role in creating unique and memorable moments for our guests, bringing our Sofitel story to life.
All our Ambassadors who are genuine, who are generous, who care and who share their passion with our guests.
These sessions have been designed to live the blue- print and make it personal in a playful manner through experiencing what behavior we want the Ambassadors to exhibit in our hotel. In order to bring the blueprint to life, we want to create a family atmosphere so that
This module consists of 19 sessions; each session lasts
about 12-15 minutes: 1. Authenticity/Being Genuine, Qualities 2. Making guests feel welcome
3. Body language 4. Body language
5. Eye contact 6. Eye contact 7. Mindset, choose your attitude 8. Mindset, make their day 9. Mindset, be there 10. Mindset, make them happy
the Ambassadors also really feel welcome and
valued themselves. In order to do so, the Transformer must create a community, one where the Ambassadors are excited to attend these sessions. The 19 modules of I am Genuine should be trained individually or combined. Example: • Example A: (15 min) Introduction - Session 1 - Conclusion • Example B: (1 hour 15 min) Introduction
11. Listening 12. Listening 13. Listening, The Pilot
14. Questioning, only yes and no 15. Questioning, open ended questions 16. #welcoming 17. Welcoming 18. Communication, draw my picture 19. Concrete behaviors in being genuine; Happy Families
Session 1 Session 2 Break Session 3 Session 4 Conclusion
All sessions have their individual learning objectives.
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