SeSSIon 8 | tAKInG InItIAtIVeS Learning Objective: Each Ambassador has to come up with 2 initiatives to make guests at Sofitel feel indulged.
Activity (6 min): For yourself, I want you to write down 2 activities/ initiatives that you can do at work, in your department (1 getting the basics right and 1 delighter).
Set uP
When you go back to your department, share these with your boss/ supervisor, and ask him/her for potential assistance.
10 min (might take a little longer…) Indoor Team 7-12 pax
tAKe-AWAYS • Coming up with new ideas creates ‘win win’ situations; our guests get something new and it gives us energy to think them up and act upon them. • It forces Ambassadors to think of their own behavior in the department; what is standard and what exceeds guest expectations.
mAterIAlS Video film: Piano stairs, youtu.be/2lXh2n0aPyw Sofitel Service Culture & Experience Guide
SeSSIon BrIeFInG Say: This entire module 3 has been about our optimal Ambassador ’I am generous’ behavior. Ask: How would you actually describe the word generous? Definition of generous = showing a readiness to give more of something than is strictly necessary or expected. Let me show you a video (piano stairs) where you see that in a perfect example. Ask: What is the effect of these special piano stairs on the people? People are happy, surprised, and they walk more so it is even better for their health. It is a great initiative taken by this train station, with great results. And you bet the people will share their experiences when they arrive at work/home. Say: This is what we want at Sofitel too. Please check your Sofitel Service Culture & Experience Guide and look at the behavioral examples you see there, for ‘I am generous’ (getting the basics right and delighters).
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MODULE 3 I AM GENEROUS
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