Page 4 - IHG Global Etiquette_Compendium_S7_flipbook
P. 4

GLOBAL ETIQUETTE COMPENDIUM








          Our Solutions





          These days, we all have lots of demands on our time   On the next page you can see these resources
          and attention. For ideas to ‘stick’ we cannot rely on   depicted as an overview. We encourage a regular
          simply telling people and, of course, we cannot rely   ‘rhythm’ around these resources. For example:
          on people remembering after one interaction.
                                                               Day 1:      Brief colleagues as part of your regular
          For this reason, we have developed a “little and often”          daily briefings
          approach to introducing Global Etiquette. In this    Days 2-5:   Involve colleagues in role-plays and
          Compendium you will find a range of resources.                    activities
          These include:
                                                               Days 5-15:   Coach and recognise in the moment in
            10-minute briefing sessions – These can be used                 order to embed the desired behaviours
            by you, the General Manager, or indeed any
            members of your Leadership Team. These sessions    Beyond      Use ‘how-to’ cards to continue to
            are designed to engage your colleagues in all the   Day 15     engage and sustain
            key elements of Global Etiquette.
                                                               This is merely a guideline and you should feel free
            Activities and role-plays – Briefing alone (even    to use the resources in a way that best suits your
            two-way ones) aren’t going to be enough. So, we    operation, your context and your colleagues.
            have included a set of activities and role-plays
            that your Heads of Department, Supervisors, or
            Training Colleagues can use to ensure that your
            colleagues experience what Global Etiquette
            means to them. They will also be able to practice
            some of the key skills required.
            Coaching and recognition templates – The extent
            to which Global Etiquette lives in your hotel will,
            of course, depend on the extent that you, your
            Heads of Department and supervisors support,
            coach and recognise behaviours. That is why
            one of the solutions that we are providing is an
            observation template together with some feedback
            and recognition guidelines.
            How-To Cards – We have also developed four
            ‘how-to cards’. These are designed to give further
            top tips to colleagues in terms of how to bring the
            4 behaviours to life.

















                                                            4
   1   2   3   4   5   6   7   8   9