Be a Job Expert

- Housekeeping –

Sofitel Training Program

Worldwide Hospitality Awards 2014

Agenda 1. Basis of this Innovative Training 2. Learning Structure & Methodology 3. A comprehensive program 4. Accreditation and Feedback 5. Conclusion

1. Basis of this Innovative Training

A long process

Be a Job Expert -1- Basis of this Innovative Training

This training is part of the Sofitel Ambassador Program, created especially for Sofitel employees, called Ambassadors.

Training transfer to specialized trainers from May 2013

Global roll out of training since June 2013

Summer 2011 : A request from hotel operations, for a Worldwide training

Developed accordingly by Academie Accor France

Objective : « Improving the health and safety conditions, whilst expanding the expertise of our Housekeeping Ambassadors through different training modules, resulting in increased guest experience»

We Develop our

Managers

•Strengthen technical skills •Strengthen managerial

skills

They Develop our

Ambassadors

•Support Ambassador’s professional development: from Task to Expertise

•Give a clear understanding of Brand expectations and common guidelines

•Give recognition and contribute to motivation

Increase in Quality of

Service

•Develop consistency, regularity of service •Create a working environment contributing to

exceptional Guest Experience •Contribute to Brand value •Not compromising on commitment to

Ambassadors’ wellbeing and health

Goals of the modules

Be a Job Expert - 1 - Basis of this Innovative Training Goals of the modules

Be a Job Expert - 1 - Basis of this Innovative Training

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Working with Pride

Health & Wellbeing

Magnifique Guest

Experience

Best Practices in

Housekeeping

Status & Career

Development

Be a Job Expert - 1 - Basis of this Innovative Training Elements & Philosophy

2. Learning Structure & Methodology

TRAINING

SOCIAL SKILLS KNOW-HOW

KNOWLEDGE

COACHING

BEST QUALITATIVE AND QUANTITATIVE RESULTS:

Guests, Ambassadors, Sofitel

THE AMBASSADOR learns

SHORT TERM

MID TERM

LONG TERM

THE AMBASSADOR applies

THE AMBASSADOR produces results

Basis of Success – Training and Coaching Approach

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Be a Job Expert - 2 – Learning Structure & Methodology Keys to Success

9

5

4

1

3

§ Module specific videos that demonstrate required behaviors and best practices clearly

§ Wellbeing videos to improve work-health and safety

§ Clear topic sentences to increase one’s ability to remember § Simple combinations of pictures and words to illustrate key

points or key cleaning products

§ Clear pictorial illustrations depicting optimal situations VS less-than-favorable scenarios

§ Effective training method highlights whether the Ambassador has successfully absorbed the information, and is able to demonstrate and perform it clearly

2 § Interactive response-based exercises to stimulate thinking

§Interactive Exercise

§Short and Clear Messages with Visual Aid

§Do & Don’t Pictures

§TWI: Training With Industry

§Videos

§Final Game § Comprehensive group evaluation that reviews all discussed

topics via a series of structured questions, in a quiz format. 6

Be a Job Expert - 2 – Learning Structure & Methodology Methodology

3. A Comprehensive Training Process

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MyBed M2

Sofitel Vision M1 M3

Cleaning Process

M4 Turndown Service

M 5 Magnifique Corridors

Passion for Housekeeping

M 6

Sofitel Vision

Understand the connections between my

profession as a room attendant and the

Sofitel Vision

Passion for Housekeeping

Organize your work

on the floors, communicate with your housekeeper and colleagues, self-check your

work and monitor with

an eye for detail.

My Bed

Make "My Bed" in

a manner that reflects Sofitel

excellence

Cleaning Process

Clean

the room and the

bathroom, in accordance

with the Step by Step procedure

Turndown service

Deliver the

turndown service (personalized),

taking care to communicate with the guest

(self-confidence)

Magnifique Corridors

Integrate and

apply the Sofitel "Magnifique

Corridors" concept

Be appropriately organized and use the correct tools

Be a job Expert – Housekeeping

6 Modules - Individually Crafted For Maximum Effect

Be a Job Expert - 3 - A Comprehensive Training Process Program

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Sofitel and its Ambassadors link the world with French elegance across a collection of unique addresses, offering their guests and partners a “Cousu Main” service enriched with emotion, performance and a passion for excellence.

#Luxury is not declared, it is recognized

#With your professionalism, you contribute to this image as

perceived by guests

Be a Job Expert - 3 - A Comprehensive Training Process Module 1 : Sofitel Vision

# Educating our Ambassadors on how they fit into the company vision

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• Clear Sanitary guidelines

• Specific steps and methods to prepare the room centerpiece: MyBedTM

• Ambassadors are shown what are best postures and positions to adhere to when preparing MyBedTM to prevent injuries

• Complimentary product knowledge like the “Pillow Menu” is also emphasized and made known to our Ambassadors

Module 2 : MyBedTM

Be a Job Expert - 3 - A Comprehensive Training Process

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MECHANICAL ACTION

WATER TEMPERATURE

CHEMICAL ACTION

ACTIVE TIME

Air Diaphragm

• Ambassadors are taught appropriate

breathing methods to ensure healthy

oxygen levels while on the job

• Ergonomic movement patterns to

prevent injuries and smoothen

workflow

• Sufficient product knowledge to

ensure a thorough cleaning and safe

handling of cleaning materials

Be a Job Expert - 3 - A Comprehensive Training Process Module 3 : Cleaning Process

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• Ambassadors are showed what are the best scenarios to provide a luxurious turndown service

• From lining up soiled laundry to replenishing toiletries, our Ambassadors are prepared to anticipate any needs of our guest

• Delivering each request with “Cousu Main”, which showcases the finesse that comes along with French elegance

• Harmoniously blend the pleasure of being at home with the delight of being away

Be a Job Expert - 3 - A Comprehensive Training Process Module 4 : Turndown Service

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• “Closed Door” practice leaves corridors Magnifique, quiet, and clutter free

• Allows Ambassadors to carry out high-quality work: Passion for Excellence

• Allows them to establish a more relaxed relationship with our guests along the corridors: Spirit of Openness

• The Cart: lighter piece of equipment that is easy to use and to get into rooms.

• The ergonomic design of our Cart was

made with our Ambassadors wellbeing in mind.

Be a Job Expert - 3 - A Comprehensive Training Process Module 5 : Magnifique Corridors

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• Organizing and knowing your “Cart” well

• Fostering good preparation habits that increases productivity and decreases work related injuries

• Actively participating in our “Luxury Forum” in order to have clear communication channels

• The Sofitel Eye: checking your work to ensure an excellence in service

• To ultimately develop a keen sense to detail in our Ambassadors as they naturally take ownership of their work.

Be a Job Expert - 3 - A Comprehensive Training Process Module 6 : Passion for Housekeeping

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• Fostering good work habits • Everyone is responsible for the department

responsibilities

Passion for Housekeeping

ROOM ATTENDANTS

HOUSEKEEPING MANAGEMENT

TEAM

Be a Job Expert - 3 - A Comprehensive Training Process Co-responsibility

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Create Lasting Memories Sofitel Standards

Processes & Rules

Cleanliness

Eye for Detail

Work Tools

Organization Clear Communication

My Health and Wellbeing

Key Takeaways for Sofitel Luxury

Be a Job Expert - 3 - A Comprehensive Training Process

4. Accreditation & Feedback

Be a Job Expert - 4 - Accreditation & Feedback Experiencing measurable success after implementation

Hotel

Completed Be a Job Expert?

Guest Satisfaction Scores- Room Cleanliness

2012 2013 2014

Sofitel Mumbai ASIA Yes 75 76 79

Sofitel Lisboa Liberdade- EUROPE

Yes 68 74 75

Sofitel Zheng Zhou-CHINA

Yes 63 72 76

Sofitel Miami- USA No 59 59 63

Sofitel Alger Hamma Garden- MID EAST

No 52 52 49

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Passion For Excellence

Tailor Made Service

Working With Pride

Be a Job Expert - 4 - Accreditation & Feedback A few examples from our Guest Satisfaction System

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“…A very motivational training that places so much importance on our Ambassadors …” “…focuses on Ambassadors’ Health and Safety...” “Ambassadors are re-immersed into Sofitel’s culture and re-connected to the big picture…” “This module represents the importance of Housekeeping in our industry…” “…helps people understand the importance of their role in the hotel and responsibility of their job.”

Be a Job Expert - 4 - Attendee Feedback KETAN KERKAR – ASST. EXECUTIVE HOUSEKEEPING –Sofitel Mumbai- Speaking as an attendee who was accredited at the pilot rollout and is currently training his team on this extensive program

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“…People left the room truly excited about how much importance was given to our housekeeping teams and the impact they bring to daily operations…” “…The health and safety aspects of each module seemed to be most popular parts of the program ...” “People were blown away by the amount of trainer content they got to take away and put into practice with their own teams…” “What I loved was the fact that the executive / senior leader is made responsible to train the program to their teams! You don’t see that too often nowadays….

Be a Job Expert - 4 - Accreditation & Feedback MICHAEL VAZ- Director Global HR Development - Speaking as a Trainer of the program who conducted 3 pilots to Regional Trainers and Executive Housekeepers worldwide

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“…Has made my ambassadors feel very important, like key players in our hotel operations…” “…Has enhanced professionalism, efficiency and team spirit leading to higher ambassador and guest engagement…” “Increased learning and development effectiveness from 95 to 96%…” “Increased Room Cleanliness Guest Satisfaction scores from 79% to 80%…” “…We won “the cleanest hotel in the Netherlands” this year!”

Be a Job Expert - 4 - Accreditation & Feedback

MAIIKE VAN DER LAAN–EXECUTIVE HOUSEKEEPER –GRAND AMSTERDAM- Speaking as a leader currently experiencing rewards of her team being put through the program.

Thank You!

THANK YOU

Worldwide Hospitality Awards 2014