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  • 1. WHAT DO YOU SEE?
  • 2. WHAT DO YOU SEE?
  • 3. WHAT DO YOU SEE?
  • 4.  
  • 5.  
  • 6.  
  • 7. PERCEPTION
    • We have perceptions of Guest Service.
    • Different guests may perceive service differently!
    • This program will result in common understanding.
    Customer First
  • 8. When you work as a team Learning is fun
  • 9. What are we going to cover?
  • 10. Part - 1 Grooming Standards
  • 11. Part - 2 Telephone Etiquette
  • 12. Part - 3 Guest Contact
  • 13. Part - 4 Etiquettes & Manners
  • 14. Ground Rules Let us make some commitments ! I shall not hold back I shall appreciate I shall ask I shall not ridicule
  • 15. “ Sir / Madam” WARNING Speaking in Hindi Late Coming “ Yeah” “ Sure” Mobile phones
  • 16. GROOMING
  • 17.
    • In Groups lets discuss:
    • Hair
    • Nails
    • Ornaments
    • Footwear
    • Uniform
    Grooming Standards
  • 18. What are the grooming standard for hair for men? Hair should not fall on forehead, touch ears or collars, should be neatly combed, not oily or permed, Cut in a conservative hair style . Grooming Standards
  • 19.
    • Moustaches
    • Neatly trimmed
    • Should not cover upper lip.
    Grooming Standards
  • 20.
    • Face
    • Clean shaved
    • Sideburns – must be cut straight and should not exceed half the length of the ear lobe.
    • Beards – no beards are permitted except for religious purposes only.
    Grooming Standards
  • 21. SHORT HAIR Trimmed and maintained regularly, should not sweep the shoulders Neatly pinned and kept away from face. Grooming Standards What are the grooming standard for hair for ladies?
  • 22. LONGER THAN SHOULDER LENGTH Cut to even length Straight Tied up at the centre of the nape. Bun secured at the back of the head or above the nape with a black net. Grooming Standards
  • 23. Always neatly combed, in place. Do not use colored/plastic bands. Hair should be clean, non greasy, free of oil and dandruff. No coloring/streaking, Only water based gel used conservatively. Keep permed/curly hair neat & restrained. Grooming Standards
  • 24. NAILS Trimmed and well maintained Neatly cut, clean and dirt free, No nicotine, carbon, ink stains. Grooming Standards
  • 25. Grooming Standards
    • FINGER NAILS
    • Well Maintained and clean.
    • Neatly cut, shaped & clean.
    • No excessively long nails.
    • Only light & neutral colored nail polish.
    • Cover entire nails with polish, with no gaps or cracks.
  • 26. Grooming Standards
    • TOE NAILS
    • Well Maintained and clean.
    • Nail Polish should match finger nail polish.
    • Not cracked.
  • 27. ORNAMENTS Men: Only one simple ring, on any one hand. Women: One ring on each hand. Ring must be sober and conservative. No bracelets or bands. (Except for religious reasons). Grooming Standards
  • 28. ORNAMENTS WATCHES Conservative, not flashy, or too large Leather Strap Black, Brown or Tan Metallic Strap Gold or silver Grooming Standards
  • 29. Grooming Standards OTHER JEWELLARY FOR LADIES Earrings Only one set of earrings Not dangling or flashy or large. Bangles Two thin bangles, gold or silver.
  • 30. Grooming Standards OTHER JEWELLARY Chain One, thin, gold or silver chain. Nose stud Only a small nose stud.
  • 31. FOOTWEAR Well maintained, well polished, in good repair Only Uniform shoes Grooming Standards
    • SOCKS
    • No pattern.
    • Odorless & clean
    • Elastic intact.
  • 32.
      • FOOTWEAR
    • Only uniform shoes.
    • well polished & in good repair,
    Grooming Standards
  • 33.
      • MAKE UP
    Simple and basic Foundation Use foundation to avoid oily look Lipstick Only prescribed colors Grooming Standards
  • 34.
      • MAKE UP
    Simple and basic Eye Shadow Subtle & not excessive Eyeliner Thin, straight, applied neatly. Grooming Standards
  • 35.
      • MAKE UP
    Simple and basic Bindis Small, round or tear shaped. Single shade of sober colour that matches uniform colour. Grooming Standards
  • 36. UNIFORM Immaculate, Spotless, well ironed, no unnecessary creases Appear fresh, not faded, Perfect fit, No loose threads or broken buttons Cuffs and collars clean and stain free. Grooming Standards
  • 37. UNIFORM BELTS Not cracked or dull Simple, non flashy buckle Not more than 1.5” wide. Grooming Standards
  • 38. UNIFORM Always wear a vest. Name tags to be shining and visible. Pen, keys and pagers should not be visible. Grooming Standards
  • 39. UNIFORM Immaculate, smooth, clean, no creases or stains. Sarees Pinned neatly, pins not visible Worn so as naval is not visible. Grooming Standards
  • 40. UNIFORM Blouses High neck & back, sleeves up to elbows. Stockings Should not have ladders, tears or holes. Grooming Standards
  • 41. UNIFORM Pens, keys, pagers Not visible. Name badge Should be shining, Prominently displayed. Grooming Standards
  • 42. Why is grooming important?
    • Our brand “OBEROI” represents
      • Dignity
      • Sophistication
      • Quality
      • Customer service
      • Business
    • and we represent our……….. Brand
  • 43. We don’t get a 2nd chance to make the 1st impression.
  • 44. Telephone Etiquette
  • 45. PICKING UP THE PHONE   Telephone calls should be answered within 3 rings
  • 46. WHILE SPEAKING ON PHONE ENSURE: Posture is correct
  • 47. WHILE SPEAKING ON PHONE ENSURE:
    • • “ Smile”, it will reflect in your voice
    • Voice is low pitched, well modulated and of right volume    
  • 48. DURING THE CONVERSATION
    • Speak in natural tone
    • Keep mouthpiece about one and half inch away from the mouth
    • Do not cover the mouthpiece with your hand
  • 49.  DO’S
    • Be Polite:
    • “ Please allow me to place you on hold”
    • Use the guest name:
    • “ Thank you for your patience, Mr. Smith”
    • Speak in complete sentences:
    • “ May I have your name please, Sir/Madam?”
  • 50.  DO’S
    • Do Not Put The Caller On Hold For More than 15 Sec.
    • Address The Guest By Name At Least Twice.
  • 51. DON’T S
    • Don't Rush Through The Greeting Or Mumble
    • Don’t Say Hold On Please, Or Just a Minute
    • Don’t Say OK Bye.
    • Don’t Say Yeah Use YES Instead.
    • Don’t Say No To The Guest, Offer Alternative
    • Don’t use Kindly, but, please hold on Sir / Madam
  • 52. Receiving a Call / Accepting Reservation Tiffin /Front Desk / Spa … Good morning / afternoon, How may I assist you?
  • 53. RECEIVING A LONG DISTANCE CALL Do not keep the guest holding If the extension requested is busy Inform the caller and ask whether the guest would like to hold or would like to call back
  • 54. GETTING BACK TO THE GUEST • Do not say “Hello” when you get back • Say, “ Thank you for your patience, Sir/Madam” CALLING A GUEST BACK • Introduce yourself “ Good Morning, Mr Singh. This is Rahul from reception, you asked for ………..”
  • 55. WHEN CONVERSATION IS NOT CLEARLY UNDERSTOOD “ I beg your pardon, sir/madam
  • 56. IF THE GUEST ASKS FOR SOMETHING FOR WHICH YOU DO NOT KNOW THE ANSWER “ I will just check on that Sir/Madam. May I place you on hold?”
  • 57. IF A GUEST ASKS FOR SOMETHING THAT NEEDS TO COME FROM ANOTHER DEPARTMENT Certainly Sir/Madam, I will ask Room Service to bring it up to you
  • 58. INCASE OF A GUEST / INTERNAL CALL FOR SOMEONE FROM FRONT DESK Certainly Sir/Madam. Please allow me to place you on hold while I call Anu.
  • 59. INCASE OF A GUEST / INTERNAL CALL FOR SOMEONE FROM SPA When Anu comes to the phone: Thank you for your patience. Anu Speaking, How may I assist you?
  • 60. “ I am sorry Sir/Madam the beauty parlour is closed at the moment, May I take a message” IN CASE OF A GUEST WISHING TO SPEAK TO A DEPARTMENT, WHICH IS CLOSED
  • 61. IF THE GUEST CALLS YOU AND SAYS S/HE IS FEELING UNWELL I am sorry to hear that Sir/Madam. May we call a doctor for you?   Always let your supervisor know if a guest is feeling unwell
  • 62. TRANSFERRING A CALL Prior to Transferring The Call Ask For The Complete Name Of The Guest.
  • 63. SCREEN ALL CALLS REQUEST.
    • “ Certainly Sir/Madam Who should I Say is Calling For Mr.Dayal?”
    • Note Down The Name Of The Caller : “With Pleasure Allow Me To Transfer Your Call To Mr.Dayal.”
    • Transfer The Call And Speak To The Guest First: “Good Morning Mr. Dayal,This Is Aroba From The Front Desk,Mr.Rogers Is On Line For You Would You Like TO Take The Call?”
  • 64. SCREEN ALL CALLS REQUEST
    • Listen To Guest: “With Pleasure Allow Me To Connect The Call Mr.Dayal”.
    • Get Back To The Caller And Inform Him The Status Of The Guest: “Thank You For your patience Mr.Rogers,Mr.Dayal Is Not In His Room,Would You Like To Leave a Message?
  • 65. DO NOT DISTURB(DND) REQUEST.
    • “ Mr.Dayal Is Not In His Room,Would You Like To Leave A Message ?”
  • 66. TAKING A MESSAGE.
    • Take A Message First: :Allow Me To Repeat Your Message Read Out The Message Have A Nice Day Ms.Gomez.”
    • Incase The Guest Is Due To Arrive Later In The Day: “Mr.Dayal Is Not Yet Arrived May I Take A Message For Him?”
  • 67. TAKE A MESSAGE.
    • The Guest Neither In-house Nor Holding Any Reservation:I am Sorry Sir/Madam, But There Is No Guest By That Name Staying With Us”
    • Guest Has Checked Out & Has No Future Reservation: “I Am Sorry Mr.Dayal Has Already Checked Out”
  • 68. IF THE EXTENSION IS ENGAGED •“ I am sorry Sir/Madam, but the extension is busy. Would you like to be on hold or leave a message?” WHEN THE LINE BECOMES FREE • Thank you for for your patience Sir/Madam, allow me to transfer your call.
  • 69. IF THE LINE IS BAD OR NOT CLEAR “ I am sorry Sir/Madam, but the line is not clear. Could you speak more loudly please?”
  • 70. “ Is There Any Thing Else I Can Help You With Sir / Madam? Thank you for calling The Oberoi / Front Desk. Have A Pleasant Day.” WHEN ENDING A CALL
  • 71. Do not put the receiver down after you have thanked the guest. Allow time for the guest to say “bye” or “thank you”, before disconnecting. Always put the phone down, after the guest has done so ” WHEN ENDING A CALL
  • 72. Telephone Etiquette The End
  • 73. WELCOME !
    • Let us begin with some FUN and…
    GAMES?
  • 74. Guest Contact
  • 75. What Relationships do we share with Guests?
    • Relationships are generally
    • Long
    • Informal
    • Personal
    • Are GUEST RELATIONS different?
  • 76. Guest Contact
    • GUEST RELATIONS are
    • Short
    • Formal
    • Professional
    Close Relationships are Long Informal Personal
  • 77. Guest Contact
    • GUEST RELATIONS
    • Short
    • Formal
    • Professional
    If Guest Relations are SHORT, We only have so much time to delight the guest. Lets do our best in that short time...
  • 78. Guest Contact
    • GUEST RELATIONS
    • Short
    • Formal
    • Professional
    If Guest Relations are FORMAL, We must convey the genuine warmth and care in spite of the formal manner of our conduct…
  • 79. Guest Contact
    • GUEST RELATIONS
    • Short
    • Formal
    • Professional
    If Guest Relations are PROFESSIONAL, Show a professional pride in serving the guest, like a doctor, artist, advocate, soldier…
  • 80. Guest Contact
    • GUEST RELATIONS
    • Short
    • Formal
    • Professional
    What is your relationship with the guest? Like you are son to your father, brother to your sister, what are you to a guest?
  • 81. Guest Contact
    • GUEST RELATIONS
    • Short
    • Formal
    • Professional
    You are a receptionist, therapist, attendant or whatever position you are holding! Your relationship with the guest is not PERSONAL , but PROFESSIONAL !
  • 82. Guest Contact
    • SIGHT
    • SPEECH
    • SMELL
    • TOUCH
    • TASTE
    We all have 5 senses
  • 83. Guest Contact
    • SIGHT
    • SPEECH
    • SMELL
    • TOUCH
    • TASTE
    We all have 5 senses
  • 84. Guest Contact
    • SIGHT
    • SPEECH
    • SMELL
    • TOUCH
    • TASTE
    What do we learn about guests by just seeing? Indian or foreigner On business or leisure Age Status Dress
  • 85. Guest Contact
    • SIGHT
    • SPEECH
    • SMELL
    • TOUCH
    • TASTE
    What do we learn about guests when they speak to us ? Accent Culture Nationality Nature Language Level of authority
  • 86. Guest Contact
    • SIGHT
    • SPEECH
    • SMELL
    • TOUCH
    • TASTE
    What do we learn about guests through sense of smell? Fragrance of the perfume
  • 87. Guest Contact
    • SIGHT
    • SPEECH
    • SMELL
    • TOUCH
    • TASTE
    Guests also have these senses! They also form an opinion about us, when they see us and hear us speak!
  • 88. Guest Contact
    • SIGHT
    • SPEECH
    • SMELL
    • TOUCH
    • TASTE
    What does guest notice when he looks at us? Appearance Uniform Grooming Posture Confidence Personal hygiene Nature Expressions Attentiveness Level of expertise
  • 89. Guest Contact
    • SIGHT
    • SPEECH
    • SMELL
    • TOUCH
    • TASTE
    What does guest notice when he hears you speak? Etiquette Manners Speech Professionalism Politeness Rudeness Accent Language
  • 90. Guest Contact
    • SIGHT
    • SPEECH
    • SMELL
    • TOUCH
    • TASTE
    What do guests learn about us through sense of smell? Body odor Bad Breath
  • 91. Guest Contact
    • SIGHT
    • SPEECH
    • SMELL
    • TOUCH
    • TASTE
    In such a brief contact, we learn so much about each other! What kind of opinion, would you like the guests to form about you?
  • 92.  
  • 93.  
  • 94.  
  • 95.  
  • 96.  
  • 97.  
  • 98. Guest Contact Even one of us going out of step can spoil the entire picture or guest experience… Would you like to be that one???
  • 99. Customer Satisfaction Area of compliments Area of complaints Expectations Perceived Service Perceived Service
  • 100. Exceeding Expectations
    • A N T I C I P A T I O N
    In small groups, write 10 examples of anticipation!
  • 101. ANTICIPATION
    • Pre empting guest needs.
    • Exceeding guest expectations before the guest expresses the same.
    In groups, write 10 examples of anticipation!
  • 102. Guest Contact The End
  • 103. Guest Contact Quiz
  • 104. What does guest notice when he looks at you? Guest Contact Appearance Uniform Grooming Posture Confidence Personal hygiene Nature Expressions Attentiveness Level of expertise
  • 105. Correct the following sentence Guest Contact Long Informal Personal GUEST RELATIONS ARE Short Formal Professional
  • 106. What leads guests to compliment or complaint? Guest Contact
  • 107. Guest Relations Expectations Perceived Service Perceived Service Area of complaints Area of compliments What leads guests to compliment or complaint? Guest Contact
  • 108. Etiquettes & Manners
  • 109. While talking to guest FACIAL EXPRESSIONS
  • 110.
    • Always smile
    • Always maintain an interested and helpful expression
    • Maintain Eye Contact
    While talking to guest FACIAL EXPRESSIONS
  • 111.
    • Distance, speech, gestures
    • Maintain distance of about 2 feet
    • Speak softly and clearly
    • Avoid unnecessary movements of hands and facial gestures
    While talking to guest
  • 112.
    • Stand Erect at ease
    • Weight balanced on both feet
    • Shoulders Straight
    • Chest out/ Stomach in
    While Standing POSTURE
  • 113.
    • 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
  • 114.
    • 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
  • 115. While Walking
  • 116.
    • PACE
    • Walk at even pace in guest areas without sound of footsteps
    • Do not run even when in hurry.
    While Walking
  • 117. While Walking
    • IN CORRIDORS
    • when guests are approaching, get aside and give them first right of way
    • when near a door, open the door for the guest to pass through.
  • 118.
    • 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 poise
    While Walking
  • 119.
    • SPEECH
    • Speak softly and politely.
    • LANGUAGE
    • Do not use vernacular / slang or abusive language, with your colleagues
    While talking to colleagues
  • 120.
    • 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
  • 121.
    • 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 Behavior
  • 122.
    • GUESTS & COLLEAGUES
    • Treating guests courteously and then turning to colleagues and talking impolitely, destroys the image.
    • Maintain the same finesse and politeness.
    Courteous Behavior
  • 123.
    • 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
  • 124.
    • 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
  • 125.
    • When not on Shift
    • Do not hang around in guest areas.
    • Do not come to guest areas when not in uniform.
    General
  • 126.
    • 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
  • 127. Etiquettes & Manners The End
  • 128. Etiquette & Manners Quiz
  • 129. PACE Walk at even pace in guest areas without sound of footsteps. Do not run in guest area 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 . What factors should be borne in mind while walking in guest area? Etiquette & Manners
  • 130. 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 What factors should be borne in mind while walking in guest area? Etiquette & Manners
  • 131. Stand Erect at ease Weight balanced on both feet Shoulders Straight Chest out/ Stomach in What factors related to posture should be borne in mind while talking to guests? Etiquette & Manners
  • 132.
    • SPEECH
    • Speak softly and politely.
    • LANGUAGE
    • Do not use vernacular / slang or abusive language, with your colleagues
    What must we remember about speech and language while talking to colleagues? Etiquette & Manners
  • 133.
    • Always smile
    • Always maintain an interested and helpful expression
    • Maintain Eye Contact
    What are the 3 points to remember while talking to guest? Etiquette & Manners
  • 134. The End Thank You…
  • 135. Namaste – We now greet with folded hands depicting our Indian tradition
  • 136. The spirit of Namaste simply means: The divine in me recognizes and acknowledges the divine in you.
  • 137. Through Namaste we are welcoming our Atithi / guest with a true, deep and sacred emotion.
  • 138. With folded hands we will continue to wish according to time of the day: Good morning / afternoon / evening… as the English language is