SeSSIon 3 | cArInG mIndSet Learning Objective: Describe how being a caring Ambassador leads to the guests feeling valued/special.
Activity: I would like to ask you to take some post its and think about how you can have a caring Sofitel mindset. In other words, what can you do to contribute to a special and valued guest experience? You may write down more than 1 belief.
Set uP
Write down: I believe I can be a caring Sofitel Ambassador by:……….
10 min (might take a little longer…) Indoor Team 7-12 pax
Transformer note: Play music in the back ground while the Ambassa- dors are writing down their beliefs. You can choose which song you find most appropriate for your audience.
mAterIAlS Post its. Different colors, enough for all participants Music: Cher ‘Believe’: youtu.be/4p0chD8U8fA Music: R. Kelly ‘I believe I can fly’: youtu.be/GIQn8pab8Vc Markers Pens SeSSIon BrIeFInG Say: In hospitality, more than anywhere else, it’s not about us. It’s about our guests. And without taking into account who they are, what they want, what they expect, how they feel and the impact they have on others guests, our credos, brand values and promises are nothing more than a one-sided story describing a specific joie de vivre. That’s why, when it comes to defining our guest experience, we should take our guest as seriously as our heritage, and we should convert our beautiful promises into concrete behavior. But, it is not only about behavior, it is more than that, it’s a mindset. It is a guest-focused mindset and culture that inspires us to keep creating and delivering extraordinary guest value and thus helps us to attract new guests, provide superior guest satisfaction and build guest loyalty.
(After 5 minutes) Ask: who would like to share their belief(s).
Ask: how are they going to stick to their beliefs, how are they making them part of a true mindset? (Potential answer: By hanging my post it’s on my mirror at home. I will then see them every day and I will be reminded to stick to my beliefs) tAKe-AWAYS • If you believe it, you can do it! • When I care about my guest, (s) he feels valued, important, special • What I believe influences my behavior
Mindsets are beliefs—beliefs about yourself and your most basic qualities. When you really believe in something, you can do it.
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