WHY
WHo
HoW
Together we have built a beautiful blueprint in order to create experiences where our guest feel welcomed and feel valued. But simply creating a blueprint is not enough. We need to integrate this into our day-to-day lives, and make sure that we live the blueprint everyday in everything we do.
This guide will give you, our Transformers, all the tools you need to empower your fellow Ambassadors to live and breath our blueprint. The Kick-Off session is to be facilitated by you and by the General Manager of the hotel. The other modules will be facilitated by you only. All Ambassadors will go through all modules.
These sessions plus the Kick-Off module and the ‘Feel Welcome & Feel Valued’ module have been designed to embrace the blueprint through experiencing what behavior we want our Ambassadors to exhibit in all our hotels worldwide. In order to bring the blueprint to life, we want to create the right atmo- sphere for our Ambassadors to craft magnifique moments. You, as leader and Transformer of this challenging route, must create an inspiring community, one where our Ambassadors are coached, motivated and empow- ered to deliver those great guest experiences every day. Needless to say that preparation is key to the overall success of this global rollout. Remember: Before anything else preparation is the key to success.
Set up of this guide In this ‘How to’ guide you will find: a. 2.5 hour Kick-Off session. The Kick-Off must be facilitated prior to any of the sessions in order to build context and create understanding for our colleagues. b. Module 1 must follow the Kick-Off ses- sion although it is not necessary to do this on the same day. Module 1 must be facilitated in one 45 minute session. c. 60 sessions to be facilitated consecutively, back to back or on separate occasions. For example: – Example A: (15 min) Introduction | Session 1 | Conclusion – Example B: (1 hour 15 min) Introduction | Session 1 | Session 2 | Break – Session 3 | Session 4 | Conclusion • If you facilitate the sessions back to back you only need to use the “introduction” once. • If you facilitate in separate sessions you will need to add the “introduction” and “conclusion” when you run the session every time. • You can pick and choose sessions from the various modules according to the training needs in the hotel.
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