What Do You Know About Intercontinental Hotels & Resort - Ihg

1. We always give a room key to our Chinese or Japanese guests with both hands but don't assume they cannot speak English. The story above is an example of Global Etiquette of which service behaviour?

Demonstrate Worldly Understanding

Share Insider Wisdom

Perform with Flair

Strive for Perfection

This story demonstrates the service behavior of demonstrating worldly understanding. By giving the room key to Chinese or Japanese guests with both hands, it shows an understanding and respect for their cultural customs and practices. It acknowledges that in their culture, this gesture is considered polite and courteous. Additionally, the statement "but don't assume they cannot speak English" shows an awareness that language abilities can vary among individuals, regardless of their nationality. This behavior reflects a global mindset and a willingness to adapt and accommodate diverse cultural backgrounds.

Explanation

This story demonstrates the service behavior of demonstrating worldly understanding. By giving the room key to Chinese or Japanese guests with both hands, it shows an understanding and respect for their cultural customs and practices. It acknowledges that in their culture, this gesture is considered polite and courteous. Additionally, the statement "but don't assume they cannot speak English" shows an awareness that language abilities can vary among individuals, regardless of their nationality. This behavior reflects a global mindset and a willingness to adapt and accommodate diverse cultural backgrounds.

2. Please Match the following

InterContinental Brand Promise

IHG Purpose

IHG Employer Promise

InterContinental Service Philosophy

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3. Match the following statement with the right Global Etiquette - Service Behaviour.

We are "in the know'". We proactively share our gems of wisdom; our inside knowledge about our destination & culture

We are culturally aware - always delivering our service through a worldly lens whilst never making assumptions

We seek perfection in everything we do. Attention to detail on what's important to our guests

Take pride that we are expert & confident in what we do and demonstrate the expertise to our guests

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4. Which one is/are the InterContinental Life? (Answers more than one)

Affordable and comfortable stay

Glamorous lifestyle

Luxury experiences

Personalised Service

The InterContinental Life is characterized by a glamorous lifestyle, luxury experiences, and personalized service. This means that staying at an InterContinental hotel or resort offers a high-end and opulent experience, with attention to detail and tailored services to meet the individual needs and preferences of guests.

Explanation

The InterContinental Life is characterized by a glamorous lifestyle, luxury experiences, and personalized service. This means that staying at an InterContinental hotel or resort offers a high-end and opulent experience, with attention to detail and tailored services to meet the individual needs and preferences of guests.

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5. The restaurant manager of a hotel knows this is guests' first time in this exciting city and makes sure they reserve a table with the best view. The story above is the best example of which service behaviour of Global Etiquette?

Share Insider Wisdom

Perform with Flair

Demonstrate Worldly Understanding

Strive for Perfection

The story above is the best example of "Share Insider Wisdom" service behavior of Global Etiquette because the restaurant manager, being aware that the guests are new to the city, ensures they reserve a table with the best view. By doing so, the manager is sharing their knowledge and expertise about the city, providing the guests with insider information on the best view in town. This behavior showcases the manager's willingness to go above and beyond to enhance the guests' experience and share valuable information to make their visit more enjoyable.

Explanation

The story above is the best example of "Share Insider Wisdom" service behavior of Global Etiquette because the restaurant manager, being aware that the guests are new to the city, ensures they reserve a table with the best view. By doing so, the manager is sharing their knowledge and expertise about the city, providing the guests with insider information on the best view in town. This behavior showcases the manager's willingness to go above and beyond to enhance the guests' experience and share valuable information to make their visit more enjoyable.