DISCOVERY Loyalty Programme - PDF Free Download

DISCOVERY Loyalty Programme Facilitator Guide How to Use the Facilitator s Guide This Facilitator s Guide is designed to aid you in guiding students through the GHA DISCOVERY Loyalty Programme effectively and efficiently. The video lesson components have been grouped into sessions, making it easy to work through the content and to keep the relevant sections together. Lesson Sessions a) Desired outcomes: Each session specifies desired outcomes. The desired outcomes are what the learner should understand or be able to do after they have completed the session. If the desired outcomes have not been achieved, the learner should repeat the lessons in the session until they are comfortable with the content. b) Lessons: This part of the session consists of the video lessons that form part of the subject. The lessons to be watched are outlined in a table format including the subject name, lesson title and duration of the video lesson. c) Activities: Each session also has an activity component, which contains activities related to the relevant lessons. These have often been designed to discuss how the content covered in the lessons applies to the particular standards and procedures at your establishment. Copyright Lobster International S.A. 2015. All rights reserved. 1

d) Total time: The total time is a guideline of how long the session should take. Some lessons may take more or less time than specified and will also depend on group size. The last page of this document is an attendance register, which will help you keep track of the learners progress through the course. e) Assessments: Once the learners have watched all the lessons in a subject, they are ready to be assessed on that subject on their lobsterink.com profile. Entire subjects are sometimes covered within one session and some longer subjects are stretched over more than one session. Once all the content from a subject has been covered, the corresponding assessment is indicated under the session description. Copyright Lobster International S.A. 2015. All rights reserved. 2

Level 1 TOTAL VIDEO LESSON TIME FOR LEVEL 1 00:40:49 Session 1 Desired outcomes: The learner understands what DISCOVERY is. The learner is familiar with the concept of loyalty. The learner is familiar with the values of the programme. Lessons: Subject Lesson Duration 1. Introducing the DISCOVERY Loyalty Programme 1.1 The DISCOVERY Loyalty Programme 05:57 1.2 What it Means for You and Your Brand 04:38 1.3 DISCOVERY Brand Values 05:30 TOTAL LESSON TIME: 16:05 Activity: 1. In a group discussion, identify and discuss their understanding of the concept of loyalty. 2. Ask the learners to write down three possible benefits of implementing loyalty programmes for Member Brands. Total time: 25 minutes Assessment: Learners are now ready to write the assessment 1. Introducing the DISCOVERY Loyalty Programme on their student profiles. Copyright Lobster International S.A. 2015. All rights reserved. 3

Session 2 Desired outcomes: The learner understands the hierarchies of the DISCOVERY Loyalty Programme. The learner can recognise and enrol members into the programme. The learner understands the concept of Local Experience Awards. Lessons: Subject Lesson Duration 2. The DISCOVERY Loyalty Programme 2.1 The Membership Levels and Benefits 09:48 3. Local Experience 3.1 What is Local Experience 04:16 TOTAL LESSON TIME: 14:04 Activity: 1. In a group, discuss the Local Experience Awards available at your establishment, using affirmative language to describe each experience. 2. Ask the learners to write down an example of a question used to gauge a Guest s loyalty status. Total time: 25 minutes Assessments: Learners are now ready to write assessment 2. The DISCOVERY Loyalty Programme and 3. Local Experience on their student profiles. Copyright Lobster International S.A. 2015. All rights reserved. 4

Session 3 Desired outcomes: The learner can recognise and enrol members into the programme. The learner understands the skills used to enrol a Guest. The learner understands the value of recognition. Lessons: 4. Enrolments and Recognition Subject Lesson Duration 4.1 The New Member Enrolment 06:01 4.2 Recognising DISCOVERY Members 04:39 TOTAL LESSON TIME: 10:40 Activity: 1. Ask the learners to discuss the value of Guest recognition and how it can contribute to creating return Guests. 2. In pairs, ask learners to create a dialogue between a frontline colleague and a new member, in which you use leading questions to establish loyalty status and to enrol them into the DISCOVERY Loyalty Programme. Total time: 20 minutes Assessments: Learners are now ready to write assessment 4. Enrolments and Recognition on their student profiles. TOTAL VIDEO LESSON TIME FOR GHA DISCOVERY Loyalty Programme 00:40:49 Copyright Lobster International S.A. 2015. All rights reserved. 5