SeSSIon 1 | WHY do We cAre? Learning Objective: Explain how caring starts with choosing the right mindset and mentality.
Ask: how can we relate those statements back to our daily work at Sofitel?
Have a discussion . Potential answers:
Set uP
Poster 1: One of our standard questions at checkout is whether guests used anything from the minibar (this could be uncomfortable for some guests because they might not exactly remember, this then removes the possibility of letting the guest leave the hotel with a magnifique feeling). How could we handle that in a different way? How could we demonstrate care to our guests and at the same time settle our minibar issue? Poster 2: Taking care is not something you do ‘just for guests’, or because it’s policy. It’s our culture; it’s the way we are and what we value. Poster 3: Sometimes you may find it hard to ‘care’ for a guest – for any reason. If you, nonetheless, manage to do so, you create a magnifique moment and show real care. tAKe-AWAYS • Sometimes you need to think out of the box (caring for guests and following standard procedures can go hand in hand). • Always keep our AccorHotels/Sofitel values and identity in mind when dealing with guests – that is why we are who we are! • When I show a guest that I care, (s) he will recognize that and will leave the hotel with a positive memory.
10 min (might take a little longer…) Indoor Team 7-12 pax
mAterIAlS Markers 3 posters with statements spread around the room:
SeSSIon BrIeFInG Say: I have brought in 3 posters with 3 different statements. Please take 1 minute to select the one you like best. Go and stand in front of that poster. (Hopefully the team will spread themselves among all 3). Ask: somebody from each group to explain why they chose that statement. (If there is 1 poster with no one, ask the entire group why they did not chose that one)
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