Heartist 2.0

How to find an Apple Moment?

• Be the Horse, not the Rider

• Be either the Rider of the Horse

• Be the Rider and the Horse

• Be the Rider, not the Horse

The Horse is metaphorical for the mind

• True

• False

League 1 is important than League 2

• True

• False

League 1 is easier than League 2

• True

• False

What does "League 1 is easier than League 2" mean?

• Bad job: Unhappy

• Good job: Nothing

• Bad job: Happy

• Good job: Happy

Who are in League 1?

• F&B Attendant

• Front Desk Agent

• Concierge

• Engineering

Who are in League 2?

• Engineering

• Guest Relations Officer

• Talent & Culture

• IT

How can League 2 be recognised by his/her guest?

• Give the guest a hug

• Give the guest a handshake

• Give the guest a "wink"

• Give the guest money

To do “Outside In” way of thinking as below, EXCEPT...

• What does guest want/prefer/not want/hate?

• What does guest see & experience on our website?

• What does guest's behaviour tell you?

• What does the staff want or not want?

An empowered TEAM is as below, EXCEPT...

• The one who has the idea must speak

• Belittle someone

• Never drop anyone

• Think outside the box