NCO Storytelling Audio Tour
Pilot Project Team
AGENDA
1. Introductions 2. Why Storytelling 3. What makes a great story 4. Guest Experience 5. Overview of Project 6. Steps for implementation 7. Q&A
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INTRODUCTIONS
Vancouver
Songbei/ Harrbin
London
Paris
Toronto
Istanbul
New Delhi
Dubai
Abu Dhabi
Muscat
Bengaluru
Malé
Villilingi
Singapore
Name Hotel Duration in L&D
Mauritius
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Everyone loves a good story …WHY?
Creates a lasting bond
Can be emotionally engaging
Its in our nature
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BUSINESS IMPACT OF STORYTELLING
GUEST Providing lasting Impression through engagement
COLLEAGUE Help understand purpose/’the why’ building motivation
Demonstrate knowledge and creditability
Build capabilities and supports learning
Fosters uniqueness of hotel
Supports social connection
Delivers meaningful experiences
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DOPAMINE When high emotions are triggered, dopamine will be released making it easier to remember the story
CORTEX ACTIVITY A well narrative story can activate many areas of the brain including the motor cortex, sensory and frontal cortex
NEURAL COUPLING Similar brain activity in the listener and speaker
OUR BRAIN DURING STORIES
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LANGUAGE AND TONE
DURATION
CONTENT
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HOW OR WHEN CAN COLLEAGUES APPLY STORYTELLING IN THE GUEST EXPERIENCE?
Use expert knowledge and further seek opportunities to elevate the guest experience through conversational engagement
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PROJECT OBJECTIVE
To create an interactive tour experience where learners can discover the unique stories of the hotel To provide e-learning resources for learners to revisit hotel information at anytime
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DESIGN OVERVIEW
Design RISE Course for LMS Include local media including images and video clips
Create Script
Create 1-2 min script for each USP Collaborate with Communications team
Identify Stories
Record & Edit Soundbites
Collateral & Logistics
Consult GM and S&M
Involve dept. trainers and other leaders at the hotel to help record soundbites for each story
Tour guide map handout
Includes Rooms, F&B and other unique elements of hotel
Headphones
Fill in blank quiz
Use sound effects to enhance soundbites
Prizes for winning team
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E-LEARNING COURSE FRAMEWORK
Articulate RISE
Introduction : Why we love stories Relationship between storytelling & guest engagement
WHY STORIES
DESTINATION STORIES
Story of the hotel location/ neighbourhood
Stories of hotel facilities including: (1) Lobby (2) Room (3) F&B Outlets (4) Spa & Wellness
SPACES STORIES
Top 5 stories of unique hotel elements Optional: Video library of hotel experiences ( ex. Weddings)
UNIQUE STORIES
Knowledge check : Minimum 1 question based on each soundbite- passing grade 90%
QUIZ
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Learners Journey: NCO Hotel Audio Tour
Prize for winning team
Form Teams during NCO
Receive tour guide map
Team quiz In teams
Explore and listen
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PROJECT TIMELINE
NCO Storytelling Audio Tour
DETAILS
COMPLETION DATE
December 6 th
SOCIALIZE PROJECT WITH L&D HOTEL LEADERS
Host virtual meeting
•
Destination
December 13 th
• • • • • •
HOTELS TO IDENTIFY STORIES
Lobby Room
F&B Outlets
Spa & Wellness
5 unique hotel elements
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PROJECT TIMELINE
NCO Storytelling Audio Tour
DETAILS
COMPLETION DATE
December 27 th
CREATE SCRIPT FOR EACH
• Host virtual meeting to review guidelines • Sample of script to be shared • Scripts to be reviewed by hotel GM and DOSM • Feedback to be provided • Host virtual meeting to review guidelines • Sample of soundbite to be provided • Project leads to provide feedback
January 8 th
HOTELS TO RECORD AND EDIT SOUNDBITES
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PROJECT TIMELINE
NCO Storytelling Audio Tour
DETAILS
COMPLETION DATE
January 15 th
DESIGN OF RISE COURSE FOR LMS
Host virtual meeting
• •
Sample course to be duplicated and shared with hotels to customize with local content • Project leads to provide feedback Template for tour guide map to be provided for hotels to customize • Tour quiz to be created (printed and in RISE) • Facilitator tips to be provided via email •
January 20 th
COLLATERAL AND LOGESTICS
January 31 st
LAUNCH AUDIO TOUR
• Data to be collected through participant feedback form measuring user friendliness, learners satisfaction and % of info retention ( 30 day post quiz)
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NEXT STEPS : IDENTIFY YOUR STORIES
• Destination • Lobby • Room • F&B Outlets • Spa & Wellness • 5 unique hotel elements
Send by December 13 th
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NCO Storytelling Audio Tour
Pilot Project Team
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