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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       for Strive for Perfection.
          type for your hotel e.g. leisure for resort; business   Ask your colleagues if colleagues did this at
          traveller; etc
                                                               InterContinental, what would a guest think about
          Choose a colleague or ask for volunteers. Ask this   InterContinental?
          colleague to imagine they are a typical guest from
          your hotel e.g. a business traveller. Hand them the
          guest outcome card for Strive for Perfection. Ask
          them to read the card in the style of that guest.
          “Staying at an InterContinental ®  Hotels & Resorts
          hotel is always a pleasure. And much of this is down to
          the very small details. The team members who work there
          never tire of making sure that everything is the best it could
          possibly be”.





                                         Examples of Strive for Perfection


          If this is how we would like them to feel, what could   After reading the examples, ask your colleagues for
          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     Also ask how would they feel as a colleague
          examples of behaviours that have actually happened   delivering these examples? Focus on the benefits
          in an InterContinental from your region (or around   to them – they will feel more professional, more
          the world). Ask your colleagues to take it in turn to   confident etc.
          read each example.
                                                               If you have time ask your colleagues for
          (Note: If you have relevant examples from your hotel feel   suggestions of how they could bring STRIVE FOR
          free to add these in as well. There are blank example   PERFECTION to life based on these examples.
          cards, available for download for you to curate your own
          property-specific examples.)










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