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GLOBAL ETIQUETTE COMPENDIUM
ROLE -P LAY
3A. PERFORM WITH FLAIR IN DAILY ACTIVITIES
INTRODUCTION: ROLE-PLAY
This activity examines how we can PERFORM Choose 2-3 examples.
WITH FLAIR.
Divide your participants into small groups.
It takes the form of some short role-plays.
Give them one example each from the flip chart.
It takes just under 10 minutes
Remind them of this idea of PERFORM WITH
This activity is about performing with flair even FLAIR. Perhaps remind them of the gymnast –
when conducting everyday tasks. giving a great performance, ending with their hands
upturned in the air.
LOGISTICS: Ask your colleagues to think about how they can
take these ‘everyday’ tasks and perform them with
This is best run in groups of up to 6. flair.
Ensure you have a room “off-stage” so that you are Examples might include:
not interrupted.
• Opening the doors to the hotel – looking straight
at a customer, greeting them with a smile with the
SET-UP:
arm fully outstretched.
Have a flip chart ready together with pens. • Cleaning a glass behind the bar – and rather than
cleaning it with arms lowered, cleaning them with
arms raised up – looking out.
RUNNING THE ACTIVITY:
• When a housekeeping is cleaning an open
Start by asking your colleagues to describe some of room, and a guest walks past, a confident “Good
the things they do on a daily basis. morning” is said whilst cleaning.
Write these down on a flip chart. • A waiter delivering a dish and giving the guest a
The sort of examples you are looking for include: little ‘story’ about the provenance.
F&B: Cleaning a glass; pouring a glass of wine etc. • Delivering a room service tray. Placing the tray
where the guest wants it. Then stepping back,
DOORMEN: Opening the door to a guest. pausing and with two hands out gesturing “I hope
HOUSEKEEPING: Pushing the housekeeping you enjoy your meal Mr Jackson”.
trolley through the corridor. Ask your colleagues to demonstrate these examples.
RECEPTION: Handing over the key card at check- Invite other colleagues to give feedback. Again,
in. focus on what went well.
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