SeSSIon 7 | mAKe Your StAY mAGnIFIQue Learning Objective: Experience and understand that it only takes a simple question to make a guest’s stay magnifique.
tAKe-AWAYS • We must not wait for guests to come to us; we must approach guests in an active way in order to find out what is really important for them. And then act.
Set uP
10 min (might take a little longer…) Indoor Team 7-12 pax
SeSSIon BrIeFInG Activity: Walk around and discover what type of question you need to ask your colleague Ambassador to find out how you could make his/her job at Sofitel magnifique. Every time you speak to another colleague, ask your question in a different way/ask a totally new question. Transformer note: The idea is that they ask for ‘extremes’. Only then will you know what will make a stay for a guest really special. And when you know that, you can act upon it! Examples for this exercise: • What is our favorite part of the job? • What can I do for you to facilitate your job? • Who is your best colleague ever, why? Debrief. Ask a few examples of questions. Ask what their lives would look like at work if their colleague Ambassadors would actually act upon the answers you gave to their questions. Ask for a few examples of similar questions we could ask guests. Examples to ask guests: • What can I do to make your stay magnifique and unforgettable? • What is the best wine you ever had? Let me see if I can match/exceed that. • What is most important for you in your guest/banquet room?
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MODULE 3 I AM GENEROUS
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01-05-16 23:31
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