04Etiquette&manners

Сентябрь 13, 2022

Главная
Алгебра
04Etiquette&manners

Содержание

2. FACIAL EXPRESSIONS
3. Always smile Always maintain an interested and helpful expression Maintain Eye Contact FACIAL EXPRESSIONS
4. Distance, speech, gestures Maintain distance of at least 2 feet Speak softly and clearly Avoid unnecessary
5. Stand Erect at ease Weight balanced on both feet Shoulders Straight Chest out/ Stomach in While
6. Keep hands on the sides or behind your back Do not keep hands in pockets or
7. Maintain your poise always. You may be in view of the guest, even if you are
8. While Walking
9. PACE Walk at even pace in guest areas without sound of footsteps. Do not run in
10. While Walking IN CORRIDORS if guests are approaching, get aside and give them first right of
11. WHICH SIDE Walk on the left hand side If accompanying a guest, walk on his/her right
12. SPEECH Speak softly and politely. In restaurant In corridors At reception counter LANGUAGE Do not use
13. ON TELEPHONE Be aware of your conversation on the telephone. Guests may be watching & hearing.
14. ANTICIPATION Anticipate guest needs. Examples Open the door for the guest Hand him/her a pen. Light
15. FAMILIARITY WITH GUESTS Do not get familiar with the guest, even if he treats you like
16. GUESTS & COLLEAGUES Treating guests courteously and then turning to colleagues and talking impolitely, destroys the
17. GUESTS FROM STAR HOTELS Treat them with as much respect as your regular local guests. They
18. Be aware of the offensive habits you have Biting nails Picking hair, nose, ear. Yawning. Sneezing
19. When on duty Handle equipment without banging. Stay calm. Do not get nervous or hurried. Do
20. When not on duty Do not hang around in guest areas. Do not come to guest
21. When with the guest Do not grumble. He is not interested in your woes. Do not
23. Скачать презентацию

Слайд 2

FACIAL EXPRESSIONS

Слайд 3

Always smile
Always maintain an interested and helpful expression
Maintain Eye Contact
FACIAL

EXPRESSIONS

Слайд 4

Distance, speech, gestures
Maintain distance of at least 2 feet
Speak softly and

clearly
Avoid unnecessary movements of hands and facial gestures

Слайд 5

Stand Erect at ease
Weight balanced on both feet
Shoulders Straight
Chest out/ Stomach

in

While Standing

POSTURE

Слайд 6

Keep hands on the sides or behind your back
Do not keep

hands in pockets or on the hips.
Do not cross arms across the chest.
Do not lean against the counter

While Standing

HANDS

Слайд 7

Maintain your poise always.
You may be in view of the guest,

even if you are not interacting.
Do not huddle together in groups.

While Standing

IF THE GUESTS ARE NOT AROUND

Слайд 8

While Walking

Слайд 9

PACE
Walk at even pace in guest areas without sound of footsteps.
Do

not run in guest area

While Walking

Слайд 10

While Walking
IN CORRIDORS
if guests are approaching, get aside and

give them first right of way
If near a door, open the door for the guest to pass through.

Слайд 11

WHICH SIDE
Walk on the left hand side
If accompanying a guest, walk

on his/her right hand side and open the door of the guest
Walk erect and maintain the poise

While Walking

Слайд 12

SPEECH
Speak softly and politely.
In restaurant
In corridors
At reception counter
LANGUAGE
Do not use slang

or abusive language, with your colleagues

While talking to colleagues

Слайд 13

ON TELEPHONE
Be aware of your conversation on the telephone. Guests may

be watching & hearing.
Never shout into the telephone.
Do not have long conversation, when guests are waiting.
Do not entertain personal calls, while at work

While talking to colleagues

Слайд 14

ANTICIPATION
Anticipate guest needs.
Examples
Open the door for the guest
Hand him/her a pen.
Light

his/her cigarette.
Reach out for the bag, he/she is carrying.

Courteous Behavior

Слайд 15

FAMILIARITY WITH GUESTS
Do not get familiar with the guest, even if

he treats you like a friend.
Remember your relationship with the guest is professional.

Courteous Behaviour

Слайд 16

GUESTS & COLLEAGUES
Treating guests courteously and then turning to colleagues and

talking impolitely, destroys the image.
Maintain the same finesse and politeness.

Courteous Behavior

Слайд 17

GUESTS FROM STAR HOTELS
Treat them with as much respect as your

regular local guests.
They are potential guests too.
Remember ”word of mouth” publicity.

Courteous Behavior

Слайд 18

Be aware of the offensive habits you have
Biting nails
Picking hair, nose,

ear.
Yawning.
Sneezing / coughing without covering your mouth.
Refrain at least, when in guest’s view.

General

Слайд 19

When on duty
Handle equipment without banging.
Stay calm. Do not get nervous

or hurried.
Do not talk loudly or hold lengthy discussions, in guest areas.
Do not talk in vernacular. Guest will misunderstand.

General

Слайд 20

When not on duty
Do not hang around in guest areas.
Do not

come to guest areas when not in uniform.

General

Слайд 21

When with the guest
Do not grumble. He is not interested in

your woes.
Do not speak poorly about other guest, staff or department.
Do not hint or solicit tips.

General