Page 9 - IHG Global Etiquette_Compendium_S7_flipbook

GLOBAL ETIQUETTE COMPENDIUM

Introduction to Global Etiquette

Hand out the Z-card It is not about how much we have travelled in miles,
it is more about how much we have travelled in our
Say that at the heart of our Service Style are two key
words – Global and Etiquette. minds.
Move onto Etiquette.
Ask – when we say Global – what do we mean and
how is that relevant to InterContinental ® Hotels & For some people, etiquette may sound like a slightly
Resorts? old-fashioned word but our interpretation of it is
much more contemporary.
We have just talked about the fact that we are the
world’s largest luxury hotel brand – that is obviously It is about embodying cultured charm and elegance
one element of being global. to ensure our guests have personal and distinctive
experiences with us.
But, it is also about being interested in the cultures
that we see around us every day; growing in our So, our guests always feel looked after in a uniquely
sophistication through this insight. InterContinental Hotels & Resorts way.

The Global Etiquette Narrative

Having introduced the words, Global and can only do it if we are authentic – i.e. if we are
Etiquette, in a way that is relevant to service at genuine.
InterContinental Hotels & Resorts, we can now • We know from a brand orientation that our brand
move onto a broader description about what this is about the pioneering spirit and championing
‘Service Style’ means.
worldliness. Whilst this is our heritage, we are also
At this stage, you have a choice of the following: striving to be better individually and looking to
expand our own knowledge and understanding.
• You can read the narrative out in full (we would
recommend reading it twice, back to back) • And we cannot wait to share this with our guests
because we know that we play a part in creating
• You can read sections of the narrative out (and their memories.
pause and check for understanding)
• We are not just all about global, we are local in
• You can use a poster with the narrative to bring our knowledge and wisdom. So, our guests find us
this to life
sophisticated about the world, as well as wise about
If you are going to read it, read it slowly, give it a our location – truly the best of both worlds!
sense of grace and gravitas.
• And all our interactions exude charm,
Key points to draw out: sophistication and elegance.
• We are advocates or ambassadors of the Pause. Ask people how they feel listening to this.
InterContinental Hotels & Resorts brand but we Draw out ideas of pride and belief.

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