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GLOBAL ETIQUETTE COMPENDIUM
Let your colleagues come up with some things first, Languages – Many of our colleagues speak more
then share some ‘stories’ yourself. Perhaps you are than one language. How many do they speak and
in a historic building that had an interesting former how did they learn?
life. Or perhaps your hotel has been around a long And finally, many of our colleagues have interests
time or that someone very famous has stayed there that are fascinating e.g. an interest in lots of
in the past.
different teas. What interests might be relevant to
Perhaps there is something interesting about your our guests?
neighbourhood. Is there anything interesting Ask each colleague to prepare to tell one story
historically about your neighbourhood? Are there about themselves. It can be based on the categories
any interesting landmarks near you?
that you displayed or it can be another category.
Or there may be elements of architecture that are The only important point to note is that it should be
interesting. Maybe a famous architect designed something that the guest will find interesting and/
your building or a famous artist was responsible for or useful and it should only take about 20 seconds
creating something within your hotel. to tell.
Then follow the same format for Food & Beverage When and how to introduce
(although of course this is only relevant if you have
team members in the session who are from F&B). Finally facilitate a discussion about when and how to
tell a story.
Again, let your colleagues go first and then share
some additional stories about Food & Beverage – in Ask the group when they think is the best time to
general and about different products specifically. tell the types of story you have been discussing.
For example, perhaps you have a famous chef The point is that these stories can be used
involved in your restaurant – who are they and why throughout a guest’s journey whether at check-in,
are they famous? in the lounge, at breakfast, in the restaurant etc.
The main thing is to ensure that we have fulfilled
Perhaps some of your dishes or drinks have an the ‘functional’ elements of our tasks e.g. we have
interesting origin e.g. a cocktail that was derived completed check-in or we have delivered an F&B
from a famous recipe from the 1950s.
order on time and accurately.
Perhaps there is something interesting in the Stories are often best used as a sign-off to create a
preparation of the dish or drink.
lasting moment.
Or perhaps it has an unusual ingredient.
Phrases that help to start a story might be along the
Finally, show the final flip chart that has the word lines of “you might be interested to know that…”.
PERSON. Start by asking who they think you are
referring to when you use the word PERSON. Say BEYOND THIS SESSION
you are referring to them. They are all part of the
experience at InterContinental ® Hotels & Resorts Encourage your colleagues to find new stories so
and all of them will have something interesting they can share even more with your guests.
about themselves.
And look for opportunities yourself in future
Perhaps it is about their origin. Where were they briefings to introduce new elements of the hotels
born or where did they use to live? with little stories about them.
Happy story-telling!
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