Page 27 - IHG Global Etiquette_Compendium_S7_flipbook

GLOBAL ETIQUETTE COMPENDIUM
The answer you are looking for is that a guest
will feel they have received an interaction that
is personalised to them and therefore feel
special and looked after. They will also feel that
InterContinental is a truly global hotel with
sophisticated colleagues who speak a range of
languages.
Benefit to the Colleague
Ask the group what benefit they might gain
themselves.
The answer you are looking for is something
along the lines of building their personal image
(e.g. they will come across as sophisticated and
worldly to our guests). There is also an element of
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personal development. It might start with “hello”
but depending upon their interest, they could start
developing a more extensive knowledge in that
language.
Beyond Good Morning
And of course, on that final note, do encourage
your colleagues to learn words in key languages
beyond Good Morning. Obviously “good afternoon”
and “good evening” will be useful. Equally “thank
you” and “you’re welcome” will also come in handy.
You could integrate this activity regularly into
your briefings and choose a different word or
phrase each time, slowly building your colleagues’
knowledge and use of different languages.