Page 32 - IHG Global Etiquette_Compendium_S7_flipbook

GLOBAL ETIQUETTE COMPENDIUM
AC TI VI TY
2B. MATCHING GUESTS AND WISDOM
SET-UP:
If possible keep flip charts from the previous
activity.
Ensure you have a set of guest scenario cards.
RUNNING THE ACTIVITY (8 MINS)
Say that SHARE INSIDER WISDOM is not just
about having lots of knowledge and ideas.
It is about knowing which idea is right for which
guest.
So, this next activity is about matching the right
activity to the “right” guest.
Hand out the guest scenario cards that are most
relevant for your hotel e.g.
Family of 4 from the US.
A solo Japanese man travelling for a combination of
work and leisure.
Back to page 5: Overview of Resources 32
A German businessman.
A US businesswoman.
A young couple from China on their honeymoon.
A family from Abu Dhabi.
Divide your participants into pairs or threes. Give
each one a guest scenario.
Now ask your colleagues to match the right activities
with the target audience.
Debrief and discuss.
KEY LEARNING POINT:
We need to use our experience of the
first behaviour (i.e. Demonstrate Worldly
Understanding) – to understand our guests more in
order to know what knowledge to share with them.