SeSSIon 11 | FloWerS & PreSentS Learning Objective: Be generous to your colleague Ambassadors by coaching them on the job through positive feedback.
Debrief: How does it feel to read that? In what way will it help you make our guests feel more indulged, welcome and valued?
tAKe-AWAYS • Creating an open atmosphere amongst colleagues will create an empowered team • Receiving flowers and presents helps them do a better job and gives a better experience to guests
Set uP
10 min (might take a little longer…) Indoor Team 7-12 pax
mAterIAlS Sofitel Service Experience & Culture Guide (incl. Blueprint) Post-its, red and green – 2 decks per person (1 red and 1 green) SeSSIon BrIeFInG Say: Let’s take another look at our Sofitel Service Culture & Experience Guide (incl. Blueprint). In the Blueprint, you can see that the stimulating culture for I am Generous is ‘Empowerment’ and the leadership that goes with that is ‘Coaching’. I know that not all of you are Managers/ Supervisors, but coaching each other on the job is something anybody can do, regardless of their job title. Activity: Hand out 2 decks of post-it’s per person. Say that the green ones are called ‘flowers’ and the red ones ‘presents’. Explain that we are going to be generous to each other today by giving each other flowers and presents. A flower is something your colleague does really well (compliment/positive feedback) and a piece of advice, which focuses on their positive feedback. Try to make your flowers and presents as related to guest interaction as possible. When you have written them on the post-it’s, stick them on the backs of your colleagues. Try to ‘do’ as many colleagues as possible. After 8 minutes, stop the activity and let the Ambassadors read their flowers and presents.
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MODULE 3 I AM GENEROUS
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01-05-16 23:31
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