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GLOBAL ETIQUETTE COMPENDIUM

Terminology and Descriptions

Let’s start with some definitions. This Service Style is delivered through our Service
Behaviours. These are essentially guiding principles
Global Etiquette is the description of our Service to enable colleagues to know how they should act in
Style at InterContinental ® Hotels and Resorts. In order to deliver the Service Style.
IHG our Service Style describes how our Brand
Promise is brought to life through service by hotel This Global Etiquette Compendium is all about
colleagues. introducing the Service Style and being clear
about the Service Behaviours that we expect of our
colleagues.

The Service Framework for InterContinental Hotels and Resorts

This is the overall framework at a glance.

InterContinental’s Service Framework

Global Etiquette Service Style - How service is brought to life for the brand

Global brand service behaviours Principles that guide service delivery

Demonstrate Share Insider Perform with Strive for
Worldly
Understanding Wisdom Flair Perfection

We are culturally We are “in the know”. We take pride in the We seek perfection in
aware – always We proactively share fact that we are everything we do for
delivering our service our gems of wisdom – experts in what we do our guests. Always
through a worldly lens our inside knowledge and love to focussed on what’s
whilst never making about our destination demonstrate this important to them.
assumptions and culture – so our expertise to our Always looking to
guests have a richer guests. improve – in every
experience during detail.
their stay.
.

This Compendium is to provide you with a range of are to have undergone the IHG True Hospitality
resources to engage, inspire and embed this Service Service Skills modules and the InterContinental
Style into your hotel. Hotels & Resorts Brand Orientation before using
this set of tools.
This set of Global Etiquette tools is part of the
broader Service Culture approach. Hotel colleagues

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