Page 17 - 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 “InterContinental ® Hotels & Resorts team members
the eyes of your guest. are really the best at what they do. It’s not just that they’re
good, it’s the fact that they seem to really love what they do.
Focus on the key guest type for your hotel e.g. They are a pleasure to watch.”
leisure for resort; business traveller; etc.
Ask your colleagues to imagine how they might feel
Choose a colleague or ask for volunteers.
as a guest.
Ask this colleague to imagine they are a typical If colleagues did this at an InterContinental hotel,
guest from your hotel e.g. a business traveller.
what would a guest think about InterContinental?
Hand them the guest outcome card for Perform Say that this is how we want guests to feel as a result
with Flair. Ask them to read the card in the style of for Perform with Flair
that guest.

Examples of Perform with Flair

If this is how we would like them to feel, what could After reading the examples, ask your colleagues for
we do? their response.
Hand out some examples cards. Make sure your • What do they think about these examples?
colleagues are comfortable reading the examples – • How would a guest feel if these happened?
otherwise you might want to read them yourself.
Ask the group – what is similar about all these
Tell your colleagues that these examples are all examples.
examples of behaviours that have actually happened
in an InterContinental hotel from your region (or The answer you are looking for is that these are all
around the world). about the everyday things that we do – e.g. polishing
the mirror, making a cocktail etc.
Ask your colleagues to take it in turn to read each
example. The key thing is that it is about showing our guests
that we are truly experts at what we do and that we
(Note: If you have relevant examples from your hotel feel love doing it.
free to add these in as well. There are blank example
cards, available for download for you to curate your own
property-specific examples.)

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