Everything communicates: Place
Guests perceive the Anantara voice through the 5 senses:
• Sight
• Sound
• Touch
• Smell
• Taste
Everything communicates: Process
Guest interaction points
Everything communicates: Process
What can we do to create
on-brand experiences in these
guest interaction points?
Everything communicates: People
Despite the amazing experiences we create, the
comfort and luxury we offer or the opportunities our
guests have to relax or adventure…
…the thing they are most likely to remember
are the people
Everything communicates: People
We communicate through 3Vs:
• Verbal (words we use)
• Vocal (our tone of voice)
• Visual (body language)
Everything communicates: People
We communicate through 3Vs:
• Verbal (words we use)
• Vocal (our tone of voice)
• Visual (body language)
The Anantara voice Heart of the House
Front of the House Place
Process
Place People
Process
People
Building your authentic expertise
Read the stories provided
and come prepared to share
them in your own words
What I discovered
Based on what you learned
today, what will you do
differently when you get
back to work?
Thank you.
Bem-vindo
Bienvenue
ยนิ ดตี อ้ นรบั
Bienvenido
Willkommen
欢迎
Καλώς ήλθατε
ようこそ
Welcome
Benvenuti
환영합니다
ًمرحبا
A moment of reflection
Individually:
• Review what we covered yesterday
• Write down your key learnings
A moment of reflection
Individually:
• Review what we covered yesterday
• Write down your key learnings
At your tables:
• Discuss your key learnings
• Write on a flipchart
• Pick the top three
Telling your story
Learning objectives
At the end of this module, team members will have a clearer
understanding of:
• The purpose of telling a story
• How to craft a compelling story
• How to support the Anantara brand
through storytelling
Why tell a story? Storytelling
Strong brands helps communicate the
brand values in a way that is
build on clearly defined
values that help deliver on easy to understand
the brand promise
Why tell a story?
Our brand promise
Anantara is a luxury hospitality brand for modern travellers,
connecting them to genuine places, people and stories
through personal experiences, and providing heartfelt
hospitality in the world’s most exciting destinations.
Our passion
We are passionate about every guest leaving with an
amazing story
Telling your story
Activity
• Individually, write a brief story
about one of the stories you read
• Once finished, read the story to
the person sitting next to you
Crafting a compelling story
• Message
• Language
Crafting a compelling story: Message
Every good story has a clear message
Crafting a compelling story: Message
Individually:
• Read the fables in your workbook
• Write down the message of each of them
At your tables:
• Discuss the messages of each fable
Crafting a compelling story: Language
The language of a good story appeals
to the 5 senses:
• Sight
• Sound
• Touch
• Smell
• Taste
Telling your story in the Anantara voice
Re-write your story ensuring your
message is clear and that you are
using descriptive words that appeal
to the 5 senses.
What makes your story compelling?
What I discovered
Based on what you learned today,
what will you do differently when
you get back to work?
Thank you.
The Anantara guest
Learning objectives
The objectives of this module are
to help team members understand:
• Who the Anantara guest is
• How our actions impact their experience
• The practical application of the Guest
Interaction Guidebook
• Ways to exceed guests’ expectations
Our brand promise
Anantara is a luxury hospitality brand for modern travelers,
connecting them to genuine places, people and stories
through personal experiences, and providing heartfelt
hospitality in the world’s most exciting destinations.
The Anantara guest
To provide genuine,
heartfelt service that our guests
remember and recount to others, we
need to know who they really are…
They come from different countries,
have different careers and different
lives…
But they all share a similar attitude
toward life…
The Anantara guest
They seek a personal experience
They visit us to experience something
different, something new. They choose to
follow their own path, whether in an iconic
world city or on a remote stretch of beach.
Premium is an expectation
The standard that they expect is not
a rare treat, but a way of being.
Work and pleasure blend as they
move through time. Rather than an
entitlement, premium is a lifestyle.
The Anantara guest
Modern luxury is a mindset
They transcend traditional demographics. They
are the cutting edge of every generation, first to
embrace what is next. They are loyal to
experiences far more than icons.
They are open-minded and diverse
They seldom choose the common path;
discovery is not what they do, it is who they
are. They will follow their hearts before
following a guidebook.
The Anantara guest
They will remember genuine and insightful engagement
Although our guests will enjoy our luxurious locations and incredible
experiences, the thing they’ll remember most fondly are the simple,
sincere details...
The bartender that created a signature drink for their taste, the
concierge that recommended an eclectic new music venue, the
manager that shared real conversation and made a true emotional
connection…
These are the experiences they will remember.
Experiences that help define Anantara.
Our passion
We are passionate about every guest leaving with an
amazing story.
The Anantara guest
“We love to get under the skin of the places
we go to, and we always make a point of
trying to learn a few words in the local
language! Our concierge taught us a new
phrase every day!”
The Haltons from Dudley, England
“I travel often for business, so when I do,
I steer clear of the usual and typical; I
seek out authentic experience where I
can explore my love of food, wine and
culture. Life is short – I choose to live it!”
David from Dubai
The Anantara guest
“We love honest environments, whether it is local
architecture or the look and feel of the lobby! We
aren’t interested in glitz and glamour, we long for
authenticity when we travel. Native cuisine and
comfort are always part of our travel itinerary!”
Jimmy and Candace from Penang
“It was amazing how great the staff were
with our kids. They went out of their way to
keep them occupied and happy. By the end
of the trip my 10 year old son was helping
the pool staff lay out the towels in the
morning!”
The Hudson family from New York
The Guest Interaction Guidebook
Active guest interaction experiences Focus on these areas:
• Exceeding expectations • Food and Beverage
• Service netting • Arrival/Departure
• Service recovery • Housekeeping
• Common Areas
• Spa and Fitness
• Pool and Recreation
• Not intended to be all-inclusive
• Will expand for each property
Exceeding expectations
When we consistently provide on-brand
experiences that include genuine, insightful
engagement, we exceed expectations.
Our guests will remember being truly cared for
and understood.
Exceeding expectations
• Divide into groups of three
• Choose a skill practice scenario from the “exceeding
expectations” section of the Guest Interaction Guidebook
• Three rotations:
– one to play the team member
– one to play the guest
– one will be an observer
• Role play the chosen scenario
– Use your own words
– Look for body language as well as tone of voice
• Discuss what worked and what could be improved
“People Build
Brands.”
- William E Heinecke
Chairman and Founder
Minor International
What I discovered
Based on what you learned
today, what will you do
differently when you get
back to work?
Thank you.
Recognizing opportunities &
crafting solutions
Learning objectives
The objectives of this module are to help team
members:
• Understand service netting and service recovery and
how they impact the property and the brand
• Practice how to provide “on-brand” experiences for
both service netting as well as service recovery
opportunities
Recognizing opportunities &
crafting solutions
Service netting Service recovery
• Guest is unhappy and it is • Guest is unhappy and it IS
NOT our fault our fault
• Recognize opportunity • Craft a solution
• Do something about it • Do something about it
Service netting
Recognizing opportunities
We communicate through 3Vs:
• Verbal (words we use)
• Vocal (our tone of voice)
• Visual (body language)
Take action
What would you do?
• A single guest is lounging poolside, reading a book and sipping a
cocktail. You notice that she accidentally knocks the drink over.
• After a long journey, a couple arrive to check in and mention that
their 2 year old daughter is not feeling well.
• While on his way to the airport to catch an international flight back
home, a guest calls the hotel in a panic because he left his passport
in the room’s safe.
Service netting
• Divide into groups of three
• Choose a skill practice scenario from the Service Netting
section in the Guest Interaction Playbook
• Three rotations:
– one to play the team member
– one to play the guest
– one will be an observer
• Role play the chosen scenario
– Use your own words
– Look for body language as well as tone of voice
• Discuss what worked and what could be improved
Recognizing opportunities &
crafting solutions
Activity
• Think of a negative experience when you were a
customer
• Briefly tell the person next to you:
– What happened?
– How you felt?
• Be specific
Recognizing opportunities &
crafting solutions
Service netting Service recovery
• Guest is unhappy and it is NOT • Guest is unhappy and it IS our
our fault fault
• Recognize opportunity • Craft a solution
• Do something about it • Do something about it