Page 47 - IHG Global Etiquette_Compendium_S7_flipbook

GLOBAL ETIQUETTE COMPENDIUM

WHAT ARE HOW-TO CARDS?

HOW-TO cards are cards that you can distribute HOW TO USE THEM
to colleagues after you have run your briefings and Ideally, hand out one card at a time. Where possible
activities. go through the information on the card on a

There are four cards in total – one linked to each 1:1 basis, pause to check for understanding and
behaviour. recapping key messages.
The four cards are: After you have handed out all the cards, find an
opportunity to revisit the content individually or in
Cultural Cues a group.
The Right Question
Confident Small Talk Combine the learning on the cards with feedback
In Pursuit of Perfection you might be giving based on the guidelines in the
previous section.
Hyperlinks within the eBook for easy download of
each template.
Sample

Confident Small Talk Cultural Clues
Why is this important? Why is this important?
Luxury service is about having the confidence to interact with guests on their level. If we want to demonstrate worldly understanding this means that we need to be able
to read some cultural cues. Even if we don’t know what culture a guest comes from,
by picking up a few clues, we can adapt what we do to deliver a service that is
What to do What to avoid doing relevant for them.
Start with your personal welcome – “May I take the Don’t keep talking if the guest seems
opportunity to extend my own personal welcome to the distracted or disinterested. What to do What to avoid doing
InterContinental Bangkok” Avoid conversations about politics or It’s a very simple three step process There are two key things to avoid
Question opener – “When was the last time you were in religion LISTEN Are they speaking fast or slow? Formally or STARING Sometimes observation can
Bangkok” informally? comes across like staring,
Follow up question – “Do you have any plans while you are WATCH What is their eye contact like – do they like to make be careful on how you pick
here? eye contact or avoid it? Do they use hand gestures? up on your clues
PACE Then try and match them by speaking at the same COPYING Pacing is about matching
our guests in what and how
pace or the same formality. they say things but we need
Follow their cue when it comes to eye contact. to be very careful that we
If they don’t make eye contact with you directly, don’t in any way come
avoid making direct eye contact with them. across as if we are staring
In Pursuit of Perfection The Right Question
Why is this important? Why is this important?
The whole point of perfection is that we never quite get there. It is about always A key part of Sharing Insider Wisdom is to ensure that we give the right ‘wisdom’ to
trying to reach it. After all there is no such thing as best, only better. the right guests. This means asking a few key questions to find out the best tips to
share with them.
What to do What to avoid doing What to do What to avoid doing
It can seem daunting to try and strive for perfection. But Don’t be over-ambitious. It can be a We just need to ask a few simple, open questions. Open Avoid sounding like you have a list of
perfection is actually about doing very small things. little demoralising to try and change a questions are questions where we can’t answer yes or no. questions. It can sound like you are
So think of what you do on a day to day basis. lot and not achieve it. Best to set Open questions give us much more information than interrogating someone.
closed questions.
yourself a modest target and then
Then think of three things that you do. beat it. Open questions that might help could include : Avoid giving advice about something
you are not sure of yourself. Ask
Now, think of how you might improve each of those things Never let your pursuit of perfection get What types of things do you like doing most? another colleague for a suggestion if
by just 1% - not 20%, not 10% but just 1%. We can all in the way of what a guest wants. necessary.
improve anything by 1% Who is going to be going out as well? (Your suggestions
may be very different if someone is alone; or with a young
family etc.)
When do you want to go? (Suggestions might be different
during the day as opposed to the evening; during the
week or at the weekend.)
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