Facilitator Guide

Introduction to Forbes Travel Guide

Luxury Hospitality Standards
OUTLINE | INTRODUCTION TO LUXURY HOSPITALITY STANDARDS

Session 1 Outline

Welcome

Lesson 1 - Video: Introducing Luxury Standards

Session Objectives

After this course, employees will be able to:

• Identify Forbes Travel Guide and recall the purpose of Forbes Travel Guide standards.

• List and define each of the 9 Forbes Travel Guide Luxury Classifications.

• Explain how a luxury experience is created through each of the 9 Luxury Classifications.

• Explain how luxury stops when a Guest starts “thinking”.

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PREPARATION AND SETUP

It is beneficial to prepare well in advance to ensure that your training session runs smoothly.
Please see the Guide for Facilitators for more information on running a facilitated session.

Recommended:

• Complete the course that will be facilitated in • Prepare the materials and equipment required
advance. for each session.

• Download, print and review this Facilitator Guide. • Prepare sufficient quantities of the materials and
have ready the equipment.
• Review the guidelines on how the activity and
materials should be used. • Tailor the policies and procedures to your brand.

• Review the appendices and determine which are • Identify examples from your experiences to
applicable for the session: contribute to discussions.

• Know the job responsibilities of the employees

- Appendix A - Suggested Room Setup: This
in the group.
shows various examples of how to best set
up the room for a learning environment. • Set up a separate flipchart as a “Parking Lot” or
use Appendix D.
- Appendix B - Attendance Register: Complete
this at the beginning or end of the session.
Materials and Equipment List:
- Appendix C - Key Performance Indicator
(KPI) Evaluation Notes: This form can
• Materials:
be used either to prepare for a learning
session to set context for the employees, or - Printed materials
alternatively it can be used at the end of the
» TRUE/FALSE flashcards
session to brainstorm with employees on
how to apply the learning to improve. » Attendance register (Appendix D)

- Appendix D - Parking Lot: Record any - Flipchart paper

employee concerns and/or questions here.
- Notebooks
• Inform employees that these issues and/or
questions will be addressed as follows: Short- - Hotel Menu
term concerns and questions will be addressed
• Equipment:
during the session, and medium-term concerns
and questions after the session (provide - Laptops, tablets or mobile devices
a specific date for when they can expect
- Internet/WiFi access
feedback). Long-term concerns and questions
require the Facilitator to either research or reach
out to other stakeholders for answers, and
therefore will take some time.

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POSSIBLE SESSION FORMATS

The sessions are structured according to the video lessons. Each lesson has an activity or “Q&A” session that
the employees need to complete as a group.

Choose your session type:

Option A Sessions:

• Short sessions (when limited time is available). NOTE: This Facilitator Guide is set up for Option
B sessions. It can be adapted by the Facilitator at
• Employees individually complete the course on
any time.
the Lobster Ink learning platform (at least two
days before the session).
Best Practices
• Employees complete the theory assessments
and interactive lessons before or after
(recommended) the session. • Do the following in advance:

• Highlight the specific lesson objectives, host
discussions and/or complete activities.
• will take some time. Prepare the materials and
equipment required for each session.
- Practice your presentation multiple times.
- Create awareness by inviting employees.
- Communicate the date and time of the
session.

- Communicate any preparartion required by

Option B Sessions:
the employees.

• Pair employees using these suggestions:

• Traditional classroom-style training with more
capacity for employees to attend (60 - 120 - Shoe size
minutes).
- Hair length
• Theory assessments and interactive lessons are
completed individually after the session.
- Height

• Find your match:

Option C Sessions: - Natural pairs like salt and pepper.

- Matching pieces of color paper.

• Traditional classroom-style training with more
- Selection of sweet with two of each kind.
capacity for employees to attend (80 - 140
minutes).

• Employees complete video lessons and

interactive lessons during the session and
participate in discussions and/or complete
activities.

• Employees complete theory assessments

individually after the session.

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GENERAL FACILITATION GUIDELINES

During the Session

• Speak clearly and make sure everyone can hear you.

• Do a quick icebreaker if employees are not familiar with each other.

• Give employees time to think and reflect after asking a question.

• Encourage group participation and discussion.

• Remain objective during discussions.

• Make notes in the Parking Lot section (either in the flipchart or in Appendix D) if you can’t immediately
answer a question or address a concern.

• Close each session by briefing the employees on what the next steps are and thank them for their
participation.

After the Session

• Address any outstanding Parking Lot issues.

• Research questions you could not answer during the session, and provide answers within 48 hours.

• Provide ongoing support to the employees to make sure that they are able to apply what they have learned
during the session.

Note: To ensure course completion, employees are required to complete the theory assessment
individually online.

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SESSION 1 WELCOME

Total Time: 10 minutes

Resources: Record on flipchart, whiteboard or in this Facilitator Guide

Introduction
Time: 10 minutes
Briefly list what will be covered in the session. Say: Thank you for attending this session today. You will learn
about Forbes Travel Guide, identify the purpose of its standards, and explain how a luxury experience is creat-
ed through each of Forbes Travel Guide’s 9 Classifications. You will also learn how luxury stops when a Guest
starts “thinking”. Before we begin, let’s talk about your expectations for this session, and possible concerns.
We will also discuss the ground rules.

Expectations
Ask the group what they hope to gain out of this session and note it on the flipchart or below.

Concerns
Ask the group what their concerns are about this session and note it on the flipchart or below.

Ground Rules
Explain the ground rules of this session and note it on the flipchart or below.

Session 1 Will Cover

Lesson 1 - Video: Introducing Luxury Standards

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LESSON 1 | VIDEO: INTRODUCING LUXURY STANDARDS

Total Time: 30 minutes

Activity Resources: Flipchart, notebooks, pens

1.1. Briefly explain what is covered in the video lesson

Time: 2 minutes
Say: Let’s start off with an introduction to Luxury standards. This video introduces you to Forbes Travel Guide,
the purpose of its standards and its 9 Luxury Classifications. This video also explains how luxury stops when
a Guest starts “thinking”.

1.2. Do: Play the “Introducing Luxury Standards” video

Time: 2 minutes
*Note: This time does not include the video lesson duration.

1.3. Review key learning points from the video

Time: 1 minute
Ask employees to:
• Identify Forbes Travel Guide.

• Recall the purpose of Forbes Travel Guide standards.

• List Forbes Travel Guide Luxury Classifications.

• Explain how luxury stops when a Guest starts “thinking”.

1.4. Suggested activities

Time: 25 minutes
Brainstorm: Ask the employees to brainstorm Luxury Classifications that were discussed in the video. Write
down the list on the flipchart. Give each employee the opportunity to say which Classification they are most
comfortable with, and which one they need to work on.

Remind the employees to make notes of any challenges, comments or questions that are raised during the
activity.

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APPENDIX A | SUGGESTED ROOM SETUPS

U-shape

FACILITATOR

Cabaret

FACILITATOR

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APPENDIX B | ATTENDANCE REGISTER

Date:
Lesson:

Name Time From Time To Signature

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APPENDIX C | KEY PERFORMANCE INDICATOR (KPI) EVALUATION NOTES

KPI Evaluation Notes

Current State
(What are we currently doing that should change?)

Future State
(How should it change?)

Goal
(How can we change this behavior?)

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APPENDIX D | PARKING LOT

Short Term

Medium Term

Long Term

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