During the autumn, I had the opportunity to work with ICEHOTEL and their fantastic team in an exciting journey towards creating an even more sales and service-oriented organization. The goal was clear: to increase additional sales while strengthening the guest experience and employee engagement.
Workshop for the Management Group
We started with a dynamic workshop with the management team, where we analyzed the current situation and identified areas for improvement. Through group work and discussions, we created a joint plan to drive more sales and anchor the concept of "Life Enriching Moments." We reviewed tools such as the guest journey and service blueprint to ensure that every guest interaction supports the business goals.
Workshop for Employees: Focus on rhetoric and role-playing
The employees participated in an engaging workshop where we focused on the right rhetoric and concrete sales and service behaviors. Through role-playing, they were trained to encourage guests to choose, for example, local drinks and desserts, all to enhance both the experience and sales. For example, they had to practice phrases such as:
- "Our signature cocktail, served in a glass made of ice from the Torne river, is an experience our guests really appreciate."
The role-playing games gave employees the opportunity to test different scenarios and receive real-time feedback, which quickly improved their ability to create genuine and engaging conversations with guests.
Looking ahead: Daily Pre-Shift meetings and individual goals
To ensure long-term results, we introduced daily short pre-shift meetings where individual goals are set and reflected upon. Every employee can now clearly see how their work contributes to both the guest's experience and the success of the business. Examples of goals could be selling five desserts during a shift or recommending a specific drink to three tables.
By continuing to practice role-playing and creating a culture of daily reflection and feedback, ICEHOTEL will be able to build on the successes and deliver even more "Life Enriching Moments" to its guests.
An inspiring journey
It is incredibly inspiring to see how a company like ICEHOTEL is willing to invest in both its employees and its guests. By combining education, hands-on training and continuous follow-up, I am confident that they will continue to create unforgettable experiences – and increase sales at the same time.
Does your company also need to strengthen service and sales behaviours? Feel free to get in touch, and I'll tell you more about how we can help you create a selling culture with a focus on value and experiences!
/ Oscar Lindeberg
Photo: Asaf Kliger. Image from Icehotel Instagram
