SeSSIon 4 | SmAll tHInGS mAKe tHe dIFFerence Learning Objective: Learning to make the guest feel special/valued by paying attention to details.
• Have an eye for appearance; alert guests to personal appearance aspects such as a loose button and offer to have Housekeeping repair it • Remember the guest’s favorite drink and propose it to him/her the next time you see each other • Etc. tAKe-AWAYS • It (sometimes) just takes very little effort to make the difference • A small thing for you, might have a big impact on a guest • Guests will remember the special effort you made and that might lead to guest loyalty SuStAInInG Approximately 6 weeks after this session: Send participants a reminder about ‘Small things make the difference’. (What have you done today – however small – that made a big difference for someone)
Set uP
10 min (might take a little longer…) Indoor Team 7-12 pax
mAterIAlS Flip chart YouTube film ‘blind man/power of words’; youtu.be/QYcXTlGLUgE Markers
SeSSIon BrIeFInG Say: I am going to show you a short video. (Play the video of the blind man)
See communication calendar for more details.
Ask: what do you think of this video? Take answers from the group.
Brainstorm activity on flip chart. Transformer note: Ask the questions and write down the answers – group to come up with the ideas. Ask: what can we learn from this video? How can we at Sofitel pay more attention to detail? How can we think more out of the box? Potential answers: • Always be a little kinder than necessary • Treat EVERY guest as a VIP • EVERY guest gets the Cousu Main treatment • Be attentive, help with the little things; take their coat, store their luggage, provide a pen, show them where the bathrooms are, etc.
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