Page 38 - IHG Global Etiquette_Compendium_S7_flipbook

GLOBAL ETIQUETTE COMPENDIUM

ROLE -P LAY

4A. STRIVE FOR PERFECTION IN HOW WE SPEAK
FOR FRONT DESK

INTRODUCTION: Ramachandran.)
This role-play is about how we STRIVE FOR See how the colleague responds.
PERFECTION in how we say things.

This example is for Front Desk. It looks at how we INVOLVE:
might pronounce a guest’s name. Involve the group in coming up with possible things
In this instance, we are going to use ‘pronouncing a to do.
guest’s name at front desk’.
DEBRIEF:

LOGISTICS: Key areas to tease out:
This is best run in groups of up to 6. They may ask to spell it. (That is good)
Ensure you have a room “off-stage” so that you are Encourage them to repeat back the spelling if it is
not interrupted. complicated. (Towards perfection)

Allow about 10 minutes for this activity. See if they use the name in the right way.
(Excellent)
SET-UP:
If they don’t know how to pronounce see if they ask
Let the group know that you are running an activity the guest how to pronounce or if they just ‘go for it’.
about STRIVE FOR PERFECTION.
Discuss the merits (or otherwise) of both
Say that this activity is about STRIVE FOR approaches. ‘Going for it’ only works if we are quite
PERFECTION in the way we speak. confident about the name. We can turn asking a
Ask for a volunteer. guest how to pronounce their name into a positive
action. E.g. “How should I pronounce your name to
Say that you will play the role of the guest and your make sure I say it perfectly?”
colleague will play the role of someone checking
someone in at Front Desk.
LEARNING:
Say that all they need to do is use the name you give Key points include the fact that striving for
(as the guest) in order to acknowledge you. perfection in the way we speak is about being
(Anticipate that your name will not be easy and so deliberate and confident with what we say and
they may need to pay particular attention.) how we say it. Striving for Perfection is also often
about learning to do something and asking (with
confidence) how we can improve.
ACT:
As the “guest”, say “Hello, my name is xxx. I have BUILD:
a reservation”. Choose a surname that is reflective
of your typical guest type but that might be a Ask colleagues if they can think of any other
little more challenging to pronounce. (Examples examples for Striving for Perfection in how we
might be Zhang Xiu Ying; Jesper Ekelund; Rohit speak.

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