Guests Engagement Workshop - Hotel Jen Male

Guests Engagement Workshop - Hotel Jen Male

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