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Guests Engagement Workshop - Hotel Jen Male
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LEADING GUEST ENGAGEMENT
SESSION OBJECTIVES
• • • • •
Identify guest expectations.
Explore the meaning of emotional engagement. Learn about the power of emotions. Learn the three levels of engagement. Learn and practice a model to engage guests.
DEFINING emotional ENGAGEMENT
“Emotional involvement or commitment” - Merriam Webster Disctionary
WHEN ARE YOU MOST EMOTIONALLY ENGAGED?
WHAT FEELINGS DO YOU EXPERIENCE WHEN YOU ARE EMOTIONALLY ENGAGED?
THE POWER OF EMOTIONS
HOW DID YOU FEEL?
WHAT CAUSES EMOTIONS?
Moment + Positive Emotions = Engagement
THE HUMAN EMOTICON
EMOTIONS CREATE MEMORIES
LEVELS OF GUEST ENGAGEMENT
BEST
BETTER
BASIC
SITUATIONAL B’s ACTIVITY
HOW TO ENGAGE THE GUESTS
HOW TO ENGAGE THE GUESTS
G U
reet
nderstand
E S T
xplain
uggest
hank
HOW TO ENGAGE THE GUESTS
G U
Engage first!
reet
E S T
HOW TO ENGAGE THE GUESTS
G U
Observe
nderstand
Listen
E S T
OBSERVE
LISTEN
HOW TO ENGAGE THE GUESTS
G U E
xplain
Tell a story
S T
TELL A STORY
HOW TO ENGAGE THE GUESTS
G U E S T
Know your options!
uggest
Keep it real!
KNOW YOUR OPTIONS
KEEP IT REAL – Human Bingo
HOW TO ENGAGE THE GUESTS
G U
E S T hank
No matter what!
HOW TO ENGAGE THE GUESTS
G U
reet
nderstand
E S T
xplain
uggest
hank
WHAT ARE YOU PROUD OF FROM THIS YEAR?
SESSION OBJECTIVES
• • • • •
Identify guest expectations.
Explore the meaning of emotional engagement. Learn about the power of emotions. Learn the three levels of engagement. Learn and practice a model to engage guests.
LEADING GUEST ENGAGEMENT