Page 14 - 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 Say that this is how we want guests to feel as a result
the eyes of your guest. Focus on the key guest of SHARE INSIDER WISDOM.
type for your hotel e.g. leisure for resort; business Refer back to the brand orientation video. Ask who
traveller; etc
has seen this. Ask them what they remember about
Choose a colleague or ask for volunteers. Ask this the type of travellers we have. You are looking for
colleague to imagine they are a typical guest from views such as the following:
your hotel e.g. a business traveller. Hand them the Our target guest travels frequently… This means they love
guest outcome card for SHARE INSIDER WISDOM. to explore new places, learn about new cultures and meet
Ask them to read the card in the style of that guest.
new people.
“I love the way InterContinental ® Hotels and Resorts When they travel for business, they also want to explore
team members are always keen to share their inside new places.
knowledge. Every time I stay there I find out a little more
about my destination, leaving with memories and stories to When our guests travel for leisure, it is often with their
cherish and share.” partner or family. This means we can tailor their stay to
their needs so they can spend quality time together and
create special memories with each other.

Examples of Share Insider Wisdom

If this is how we would like our guests to feel, what After reading the examples, ask your colleagues for
could we do? Hand out some examples cards. Make their response.
sure your colleagues are comfortable reading the • What do they think about these examples?
examples – otherwise you might want to read them
yourself. • How would a guest feel if these happened?
Tell your colleagues that these examples are all Ask the group – what is similar about all these
examples of behaviours that have actually happened examples.
in an InterContinental hotel from your region (or One of the key things to draw out is that these
around the world). Ask your colleagues to take it in examples are all about quite small things. We
turn to read each example.
sometimes underestimate the power of our
(Note: If you have relevant examples from your hotel feel knowledge.
free to add these in as well. There are blank example We’re in the know and sharing these little bits of
cards, available for download for you to curate your own information can have a big impact on our guests.
property-specific examples.)
If you have time ask your colleagues for suggestions
of how they could bring SHARE INSIDER WISDOM
to life based on these examples.

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