WHY
WHO
HOW
WHAT
At Sofitel we blend art de vivre with local culture to create unforgettable experiences and magnifique moments. Feel Welcome and Feel Valued is the result of us surprising our guests with cousu main service. Why have we chosen for the Optimal Ambassador Behavior ‘I Care’? Our guests are in good hands when staying at our hotel. We offer surroundings in which they feel welcome, safe and recognized. We care for our guests, like we care for our hotel and each other. Caring means helping guests in order to make them feel valued and special. Before, during and after their stay, doing our utmost to make the experience unforgettable and to create magnifique moments. Caring is the complete opposite of ‘laissez faire’. We care about our guests and offer refined service and wellbeing.
All our Ambassadors who are genuine, who are generous, who care and who share their passion with our guests.
These sessions have been designed to live the blue- print and make it personal in a playful manner through experiencing what behavior we want the Ambassadors to exhibit in our hotel. In order to bring the blueprint to life, we want to create a family atmosphere so that the Ambassadors also really feel welcome and valued them- selves. In order to do so, the Transformer must create a community, one where the Ambassadors are excited to attend these sessions. The 13 modules of I Care should be trained individually or combined. Example: • Example A: (15 min) Introduction - Session 1 - Conclusion • Example B: (1 hour 15 min) Introduction
This module consists of 12 sessions; each session lasts about 12-15 minutes: 1. Why do we care? 2. Traits & characteristics of care at Sofitel 3. Caring mindset 4. Small things make the difference 5. Being there for the guest 6. I know you!!! 7. Value the guest 8. Making the experience memorable 9. Valuing self – believe in your strengths 10. Valuing colleague Ambas- sadors 11. Insider Know how 12. French culture
All sessions have their individual learning objectives
Session 1 Session 2 Break Session 3 Session 4 Conclusion
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01-05-16 23:31
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