Heartist 1.0

What is Heartist?

• Our DNA

• Our Accor Values

• Our Spirit

• Our Burden

Here are the Accor Values, except:

• Guest Passion, Trust, Innovation

• Sustainable Performance, Trust, Imagination

• Spirit of Conquest, Respect, Guest Passion

• Respect, Guest Passion, Spirit of Conquest

What are two desired Guest Experience?

• Planet 21 & APACHE

• Accor Values & Planet 21

• I Feel Welcome & I Feel Incredible

• I feel Welcome & I Feel Valued

What the example to give experience to the guest 'Heart-Warm"? The exception of these choices is:

• Understand your Customer's preference

• Anonymously warm their heart

• Get Creative

• Being There

What is the Heartist Model?

• Process, Personalized, Feel Valued

• Personalized, Feel Valued, Heartist

• Heartist, Personalized, Process

• Process, Personalized, Heartist

What is the correct desired guest experience and way of being from these choices:

• I Feel Welcome by 'Being There'

• I Feel Heart-warmed by 'Loving'

• I Feel Incredible by Spotlighting

• I Belong by Cherishing

• All of those are correct

What is the purpose of Heartist Journey?

• We place the people at the Heart of everything we do and We make the world a more welcoming place

• to feel welcome

• to feel valued

• to feel wonderful

What are the best 3 - Step technique of 'Save Titanic' situation?

• Seek it, Show it, Solve it

• Seek it, Show it, Forget it

• Seek it- See out the Icebergs, Show it- Give them attention, Solve it- Find way to solve with Heartist model

• Seek it, Solve it, Show it

Which of these are not the Step of Yield Mode?

• Show your shock

• Have an eye-contact with the guest

• Apologize

• Arguing

When a Guest give recommendation for our Hotels, where does the score goes to?

• VHP

• RPS

• NPS

• PMS