Page 12 - IHG Global Etiquette_Compendium_S7_flipbook

GLOBAL ETIQUETTE COMPENDIUM

How We Want Our Guests to Feel

It’s important to talk about this behaviour through the card in the style of that guest.
the eyes of your guest. Focus on the key guest “At InterContinental ® Hotels & Resorts I am
type for your hotel e.g. leisure for resort; business surrounded by team members who have a genuinely global
traveller; etc
outlook. They help me discover new destinations whilst at
Choose a colleague or ask for volunteers. Ask this the same time ensuring I feel a sense of belonging.”
colleague to imagine they are a typical guest from Say that this is how we want guests to feel
your hotel e.g. a business traveller. Hand them as a result of DEMONSTRATE WORLDLY
the guest outcome card for DEMONSTRATE UNDERSTANDING.
WORLDLY UNDERSTANDING. Ask them to read

Examples of Demonstrate Worldly Understanding

If this is how we would like our guests to feel, what • What do they think about these examples?
could we do? Hand out some examples cards. Make • How would a guest feel if these happened?
sure your colleagues are comfortable reading the Ask the group – what do these behaviours say about
examples – otherwise you might want to read them the colleagues who deliver them?
yourself.
The answer you are looking for is along the lines of
Tell your colleagues that these examples are all
examples of behaviours that have actually happened • It shows an awareness of different cultures
in an InterContinental hotel from your region (or • It shows an understanding of different tastes
around the world). Ask your colleagues to take it in
turn to read each example. • It’s about not making assumptions
• It demonstrates a sophisticated knowledge
(Note: If you have relevant examples from your hotel feel
free to add these in as well. There are blank example cards If you have time ask your colleagues for suggestions
available for download for you to curate your own property of how they could bring DEMONSTRATE
specific examples.) WORLDLY UNDERSTANDING to life based on
these examples.
After reading the examples, ask your colleagues for
their response.

What Happens Next

Let your colleagues know that over the next few Let them know that you and other leaders and
days they will get the opportunity to practise supervisors will be around to observe and coach and
DEMONSTRATE WORLDLY UNDERSTANDING to recognise the good work that they are doing in
with an activity. this area.
But they don’t need to wait for these activities before Thank everyone for their time and say that you
they start focussing on DEMONSTRATE WORLDLY look forward to seeing them DEMONSTRATE
UNDERSTANDING WORLDLY UNDERSTANDING.

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