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“Although there are hundreds of languages in the world, a smile speaks all of them.
“Although there are hundreds of languages in the world, a smile speaks all of them.
In fact, a smile is a curve that can set a lot of things straight.”
In fact, a smile is a curve that can set a lot of things straight.”
Kemmons Wilson
Kemmons Wilson
Making Guests Smile is the Holiday Inn Brand Service Standard and training is a compliance requirement across all Holiday Inn Hotels.
Making Guests Smile is the Holiday Inn Brand Service Standard and training is a compliance requirement across all Holiday Inn Hotels.
A Brief History
A Brief History
Holiday Inn was founded by Kemmons Wilson in 1952 in Memphis, Tennessee. Kemmons was a business man who occasionally had to take his family away with him whilst on work. He was inspired to build his own motel after being disappointed by poor quality and inconsistent roadside accommodation. Holiday Inn was highly innovative at this time, being the first hotel to introduce TV’s in every room without an extra fee along with ice machines on every floor.
However, the key characteristics which make this Smile campaign so important is what it came down to was that Kemmons was a people person. He wanted to improve his guest’s experiences because he knew what it was like to be frustrated and disappointed with the service he had received.
The 'Smile Stratgey' is built upon three behaviours which drive everything we do.
The 'Smile Stratgey' is built upon three behaviours which drive everything we do.
Putting Guests at Ease:
- We help out guests feel comfortable and looked after, making sure they're always welcomed and cared for.
Making Genuine Connections:
- We're always proactive and personal, using our optimism and positive energy to build lasting relations with our guests.
Create Moments of Delight:
- It's the thoughtful and kind things we do that make a big impact on our guest and bring smiles to their faces.
Training Resources
Training Resources
Training can be completed online via MyLearning or in a classroom session. Best practice when possible is to use a mix of both, encouraging employees to complete the MyLearning course as soon as possible while running in person workshops throughout the year.
Virtual Training
The Making Guest Smile Brand Orientation Course Code is 00058403
The Making Guest Smile Brand Experience Course Code is 00058423
In Person Training
The comprehensive collection of training materials can be downloaded from the Course Materials page of the MyLearning module.
Below, you will find:
The Hotel Leader Guide and Facilitators Guide which will give you all the information you need to train Making Guests Smile to your team in a classroom session.
The Making Guests Smile Briefing Card which can be used as an introduction to Making Guests Smile for new starters on day 1.
The 2020 Smile Update which provides a brief introduction to the most important aspects of the Making Guests Smile Programme. This is especially useful to go through with new managers.
Facilitator Guide - Holiday Inn Making Guests Smile Brand Experience Training_ENG.pdfHotel Leader Guide - Making Guest Smile Brand Experience Training - EUROPE_ENG.pdfholiday-inn-onboarding-briefing-card.pdf2020 Smile Update.pdfImplementation and Sustainment Resources
Implementation and Sustainment Resources
Comprehensive implementation and sustainment resources can be found in Brand Central.
To download resources, log into IHG Merlin and follow: Brand Central > Holiday Inn > Brand Warehouse > Making Guests Smile > English > Sustainment
Resources include:
Children's Brainteasers
Colouring Sheets
Selfie Frame
Voucher Pad
Wristbands
Training Cards
Training Posters
Smile Sweet Product Guide
Smile Leaders
Smile Leaders
While your Smile culture will be led by hotel leaders, this can be supported by Smile Leaders within the team. These are colleagues who live and breathe True Hospitality and Smile and can be trusted to drive that culture within your team.
While your Smile culture will be led by hotel leaders, this can be supported by Smile Leaders within the team. These are colleagues who live and breathe True Hospitality and Smile and can be trusted to drive that culture within your team.
Our Smile Leaders have all the necessary characteristics and behaviours we need to ensure this journey is a success.
Our Smile Leaders have all the necessary characteristics and behaviours we need to ensure this journey is a success.
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