Page 8 - IHG Global Etiquette_Compendium_S7_flipbook

GLOBAL ETIQUETTE COMPENDIUM

10 MINUTE
S
B
R G
I E F I N
1. INTRODUCTION TO GLOBAL ETIQUETTE

MATERIALS

Z-card – one per person (Hyperlinks within the eBook
Global Etiquette poster for easy download)

Introduction

Welcome all your colleagues and tell them how It is about our way of delivering luxury service.
delighted you are to conduct a series of briefings It is important to be very clear that
about Global Etiquette.
InterContinental ® Hotels & Resorts is about luxury
Tell them that Global Etiquette is our service style at service and that Global Etiquette is about what is
InterContinental ® Hotels & Resorts. unique to our way of delivering luxury service.

Why Do We Need a Service Style?

Start by asking the group why it is important to have By identifying our Service Style, not only do we
a Service Style. know how we can differentiate ourselves but, more
importantly, all of us who work at InterContinental
The answer is that in order to stand out, we need Hotels & Resorts know what we can do to deliver
to stand for something. We need to be different, so this.
that our guests can make a positive choice to stay
with us and continue staying with us.

The Link Between Brand and Service

Ask your group whether they have experienced the Ask the group if they remember how many hotels
brand orientation video. They are likely to say, Yes. and resorts we have (over 180).

What do they remember most about the Ask the group if they remember how many countries
InterContinental ® Hotels & Resorts brand? we are represented in (more than 65).
We are particularly looking for answers about our We all have a role in building our brand and we can
heritage. We are one of the oldest and certainly the do this by delivering a distinctive style of service.
world’s largest luxury hotel brand.

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