SeSSIon 1 | BondInG, PArt 1 Learning Objective: Understand that bonding with guests is being generous to them, as you give them something extra – YOU!
Say: Moral of the story here is: Be comfortable. Be real. Be the authentic you. Don’t forget to be who you are. When you’re comfortable, you’re real. When you are who you are, you share a part of that with your guest, creating a stronger bond. The guest will become more personal to you too, which makes it easier to deliver a WOW experience. Say: For our next session, I want you to practice being comfortable. Being real. Being the authentic you with your guests. Make notes on what you said and what the reaction of the guest was. Also make notes on what happened the second time you met that guest. tAKe-AWAYS • Do not be afraid to show your personality; it makes it special for guests and it feels generous for them. • When you open yourself to guests, they will open up to you; this gives you insight in how you can give them even more personalized service
Set uP 10 min Indoor
Team 7 - 12 pax
SeSSIon BrIeFInG Say: Our guests are important to us, and if they are valuable to you, you should be treating them that way. To Sofitel, being generous means that you are noble-minded with full focus on single guest needs, and that you share your time in order to make guests feel appreciated and important. It means bonding and building relationships with our guests. There are numerous ways to nurture relationships and make the other person feel appreciated. But how? How do you really translate that into real actions to create a bond with another person? Let me share a personal story with you. Transformer note: You may pretend this actually happened to you or that you had a friend who told you this. I once sat in a hotel lobby when a guest walked in and she walked right up to the receptionist saying ‘I am ready for my hug now’. And then they both hugged…I thought that was quite unusual, so I asked the receptionist later what happened there. He then told me that he had met that guest the day before, and that the guest had been in tears. The only thing he had said to her was ‘I can see you are upset, I cannot take away your sadness, but I can give you a hug to make you feel better. Just let me know when you are ready for a hug.
Ask: How do you think this guest thinks back to her hotel visit and in particular to this receptionist?
Ask: What examples do you have of special interactions with guests? Facilitate a short discussion.
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MODULE 3 I AM GENEROUS
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01-05-16 23:31
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