QUIZ MASTER: RAFFLES SERVICE CULTURE

What is emotional luxury?

• High quality materials

• How we make the Guests feel

• Giving them expensive things, sometimes complimentary

• The feeling of freedom to be their authentic self

What is the vision of Raffles?

• To be the most prestigious hotel brand in the world among top affluent travelers

• To create an oasis for the well travelled connoisseurs

• To be an iconic brand of distinguished hotels delivering emotional luxury

• We understand that luxury is more than what you own, it is about how you feel

What is the Raffles brand character?

• Luxurious

• Gracious

• Empathetic

• Intuitive

What emotional benefits do we want to provide our Guests?

• Perfectly understood

• Sumptuously pampered

• Completely spoilt

• Emotionally understood

What is the Raffles goal?

• To be an iconic brand of distinguished hotels delivering emotional luxury

• To create an oasis for the well travelled

• Arrive as Guests,

  Leave as friends,

  Return as family

• To be regarded as the most prestigious hotel brand

To be one of a kind, we must do the following

• Follow the SOP only

• Add our personal touch

• Include everybody and value diversity

• Follow the SOP

We must wait for our Leaders to be the one to include and value diversity

• True

• False

Choose the correct Emotional intelligence domains

• Being aware of others,

  Motivating others,

  Building relation with others

• Empathy,

  Motivation,

  Relationship skills,

  Self-control

  Self-awareness

• Sympathy,

  Waiting for your Manager to motivate you,

• Self-awareness,

  Relationship skills,

  Sympathy,

  Being yourself,

  Let it go

What is motivation?

• Optimism even in the face of failure

• Being motivated when your Leader recognizes you

• When Mr. Afif sends a great note about you

• Recognizing others

Which one is more important?

• Sympathy

• Empathy