Building World Class Brand - Signature Sheraton Service Module by Sumantri
Bandar Seribegawan 15 January 2006. This module is design to have and make the service at Sheraton " Signature " . Is about creating Sheraton Service that is different, better and special. Delivering Signature Sheraton Service, means creating a memorable experience for every guest. The key are ; WANT to understand Work on your understand and ACT on it. To begin we must first understand our individual guest's expectations and then be creative enough to exceed those expectations. There are 3 objective on this module : First each of participant to identify and understand trip personas, second explore behaviors that support the Associates success Profile and third provide ideas and methods to exceed guest expectation. In order to achive the objective the agenda has beens set : Understanding the guest, Associate Success Profile, Exceeding Expectations and Filed experience.
Class started with asking the participant commitment on the previous module and share what had been done than continue with review everything communicate module. Class also share the datas been made BWCB team interviewed 1000 guest and discovered so much interesting to understand more, our guest better. Shown on the data that our guest comfortable with who they are 63% Social & Out going 39% Like to visit new place 60% and Independent 60% explained as well since we know that datas how to approach to the guets. Further more to understand the guest we explore about Trip Personas, Need, Wants,Expectation and Emotional. Illustration on website page, marketing and advertising tools also shown to the class as well as to read the guest letter. To be more understand participant also been ask to and activity of knowing trip personas / undesrtand guest with different scenarion provided.
During Associate success Profile topic we explore to participant engage into behavior map activity where each group divided into four explore the behavior card which content behavior and to diffenciate good and great. On Exceeding Expectation participant been ask another activity to do role play they require to talk to act to do something according to scenario given to understand more " behaviors need to be consistently execute highly effective on story telling for Connecting rituals " Planned" events and Comforting moments " spontaneous Events also explained. Freedom!! Participant been motivated that every one expected to do so spontaneous things to exceed expectation and every one in the class encourage to do so within their frame work.
Filed Experience require participant to feel as a guest go out to interact with other industry when they come back to share their story regarding they are being a customer. The sharing method should be touch on human through, Everything communicate, needs, wants, expectation, emotions, exceeding expectation. This module were longer that usual from 9 am to 1 pm for morning and 1.30 pm to 5.45 pm for afternoon class. I have a control and reach my potential in mastering each module even being single trainer. I'll continue to be the best of me in any opportunity to be a service hero.
