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Module 4 | I care 1. Why do we care? 2. Traits & characteristics of care at Sofitel 3. Caring mindset 4. Feedback is a gift 5. Small things make the differ- ence 6. Being there for the guest 7. I know you !!! 8. Value the guest 9. Making the experience memo- rable 10. Valuing self – believe in your strengths 11. Valuing colleague Ambassa- dors 12. Insider Know how 13. French culture
Module 3 | I am generous 1. Bonding, part 1 2. Bonding, part 2 3. Complementing 4. Random acts of kindness 5. Hidden fortunes 6. Efficiency – 1,2,3 clap 7. Make your stay magnifique 8. Taking initiatives 9. Self confidence & passion collage 10. Summer night city 11. Flowers & Presents 12. Supercalifragilisticexpialido- cious 13. Stop, Start, Continue
This guide consists of 1 Kick-Off, 1 ‘Feel Welcome & Feel Valued’ module and 60 10-minute sessions. Kick-Off 1. Feel Welcome & Feel Valued 2. Where is our north? 3. Exercise - The Human Knot 4. Reverse Thinking 5. Reverse Thinking - what does this mean for us?
Module 2 | I am genuine 1. Authenticity/Being Genuine, Qualities 2. Authenticity/Being Genuine, Qualities, Pitfalls and Challenges 3. Making guests feel welcome Letting guests feel welcome 4. Body language - part 1 5. Body language - part 2 6. Eye contact - part 1 7. Eye contact - part 2 8. Mindset, choose your attitude 9. Mindset, make their day 10. Mindset, be there 11. Mindset, make them happy 12. Listening - part 1 13. Listening - part 2 14. Listening, The Pilot 15. Questioning, only yes and no 16. Questioning, open ended questions 17. Caring/interested/committed; use all your senses! 18. #welcoming 19. Welcoming 20. Communication, draw my picture 21. Concrete behaviors in being genuine; Happy Families
6. Our Sofitel Blueprint 7. Experience Pyramid
8. Exercise - Go for the Great 9. Stimulating Working Climate 10. Evaluation Module 1| Feel Welcome Feel Valued: 1. FWFV video
2. Bring FWFV to life 3. Partner to success
PS-Accor-Sofitel-TM-V6.indd 6
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