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slides of front office syllabus

  1. 1. WHAT DO YOU SEE?
  2. 2. WHAT DO YOU SEE?
  3. 3. WHAT DO YOU SEE?
  4. 7. PERCEPTION <ul><li>We have perceptions of Guest Service. </li></ul><ul><li>Different guests may perceive service differently! </li></ul><ul><li>This program will result in common understanding. </li></ul>Customer First
  5. 8. When you work as a team Learning is fun
  6. 9. What are we going to cover?
  7. 10. Part - 1 Grooming Standards
  8. 11. Part - 2 Telephone Etiquette
  9. 12. Part - 3 Guest Contact
  10. 13. Part - 4 Etiquettes & Manners
  11. 14. Ground Rules Let us make some commitments ! I shall not hold back I shall appreciate I shall ask I shall not ridicule
  12. 15. “ Sir / Madam” WARNING Speaking in Hindi Late Coming “ Yeah” “ Sure” Mobile phones
  13. 16. GROOMING
  14. 17. <ul><li>In Groups lets discuss: </li></ul><ul><li>Hair </li></ul><ul><li>Nails </li></ul><ul><li>Ornaments </li></ul><ul><li>Footwear </li></ul><ul><li>Uniform </li></ul>Grooming Standards
  15. 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
  16. 19. <ul><li>Moustaches </li></ul><ul><li>Neatly trimmed </li></ul><ul><li>Should not cover upper lip. </li></ul>Grooming Standards
  17. 20. <ul><li>Face </li></ul><ul><li>Clean shaved </li></ul><ul><li>Sideburns – must be cut straight and should not exceed half the length of the ear lobe. </li></ul><ul><li>Beards – no beards are permitted except for religious purposes only. </li></ul>Grooming Standards
  18. 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?
  19. 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
  20. 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
  21. 24. NAILS Trimmed and well maintained Neatly cut, clean and dirt free, No nicotine, carbon, ink stains. Grooming Standards
  22. 25. Grooming Standards <ul><li>FINGER NAILS </li></ul><ul><li>Well Maintained and clean. </li></ul><ul><li>Neatly cut, shaped & clean. </li></ul><ul><li>No excessively long nails. </li></ul><ul><li>Only light & neutral colored nail polish. </li></ul><ul><li>Cover entire nails with polish, with no gaps or cracks. </li></ul>
  23. 26. Grooming Standards <ul><li>TOE NAILS </li></ul><ul><li>Well Maintained and clean. </li></ul><ul><li>Nail Polish should match finger nail polish. </li></ul><ul><li>Not cracked. </li></ul>
  24. 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
  25. 28. ORNAMENTS WATCHES Conservative, not flashy, or too large Leather Strap Black, Brown or Tan Metallic Strap Gold or silver Grooming Standards
  26. 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.
  27. 30. Grooming Standards OTHER JEWELLARY Chain One, thin, gold or silver chain. Nose stud Only a small nose stud.
  28. 31. FOOTWEAR Well maintained, well polished, in good repair Only Uniform shoes Grooming Standards <ul><li>SOCKS </li></ul><ul><li>No pattern. </li></ul><ul><li>Odorless & clean </li></ul><ul><li>Elastic intact. </li></ul>
  29. 32. <ul><ul><li>FOOTWEAR </li></ul></ul><ul><li>Only uniform shoes. </li></ul><ul><li>well polished & in good repair, </li></ul>Grooming Standards
  30. 33. <ul><ul><li>MAKE UP </li></ul></ul>Simple and basic Foundation Use foundation to avoid oily look Lipstick Only prescribed colors Grooming Standards
  31. 34. <ul><ul><li>MAKE UP </li></ul></ul>Simple and basic Eye Shadow Subtle & not excessive Eyeliner Thin, straight, applied neatly. Grooming Standards
  32. 35. <ul><ul><li>MAKE UP </li></ul></ul>Simple and basic Bindis Small, round or tear shaped. Single shade of sober colour that matches uniform colour. Grooming Standards
  33. 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
  34. 37. UNIFORM BELTS Not cracked or dull Simple, non flashy buckle Not more than 1.5” wide. Grooming Standards
  35. 38. UNIFORM Always wear a vest. Name tags to be shining and visible. Pen, keys and pagers should not be visible. Grooming Standards
  36. 39. UNIFORM Immaculate, smooth, clean, no creases or stains. Sarees Pinned neatly, pins not visible Worn so as naval is not visible. Grooming Standards
  37. 40. UNIFORM Blouses High neck & back, sleeves up to elbows. Stockings Should not have ladders, tears or holes. Grooming Standards
  38. 41. UNIFORM Pens, keys, pagers Not visible. Name badge Should be shining, Prominently displayed. Grooming Standards
  39. 42. Why is grooming important? <ul><li>Our brand “OBEROI” represents </li></ul><ul><ul><li>Dignity </li></ul></ul><ul><ul><li>Sophistication </li></ul></ul><ul><ul><li>Quality </li></ul></ul><ul><ul><li>Customer service </li></ul></ul><ul><ul><li>Business </li></ul></ul><ul><li>and we represent our……….. Brand </li></ul>
  40. 43. We don’t get a 2nd chance to make the 1st impression.
  41. 44. Telephone Etiquette
  42. 45. PICKING UP THE PHONE   Telephone calls should be answered within 3 rings
  43. 46. WHILE SPEAKING ON PHONE ENSURE: Posture is correct
  44. 47. WHILE SPEAKING ON PHONE ENSURE: <ul><li>• “ Smile”, it will reflect in your voice </li></ul><ul><li>Voice is low pitched, well modulated and of right volume     </li></ul>
  45. 48. DURING THE CONVERSATION <ul><li>Speak in natural tone </li></ul><ul><li>Keep mouthpiece about one and half inch away from the mouth </li></ul><ul><li>Do not cover the mouthpiece with your hand </li></ul>
  46. 49.  DO’S <ul><li>Be Polite: </li></ul><ul><li>“ Please allow me to place you on hold” </li></ul><ul><li>Use the guest name: </li></ul><ul><li>“ Thank you for your patience, Mr. Smith” </li></ul><ul><li>Speak in complete sentences: </li></ul><ul><li>“ May I have your name please, Sir/Madam?” </li></ul>
  47. 50.  DO’S <ul><li>Do Not Put The Caller On Hold For More than 15 Sec. </li></ul><ul><li>Address The Guest By Name At Least Twice. </li></ul>
  48. 51. DON’T S <ul><li>Don't Rush Through The Greeting Or Mumble </li></ul><ul><li>Don’t Say Hold On Please, Or Just a Minute </li></ul><ul><li>Don’t Say OK Bye. </li></ul><ul><li>Don’t Say Yeah Use YES Instead. </li></ul><ul><li>Don’t Say No To The Guest, Offer Alternative </li></ul><ul><li>Don’t use Kindly, but, please hold on Sir / Madam </li></ul>
  49. 52. Receiving a Call / Accepting Reservation Tiffin /Front Desk / Spa … Good morning / afternoon, How may I assist you?
  50. 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
  51. 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 ………..”
  52. 55. WHEN CONVERSATION IS NOT CLEARLY UNDERSTOOD “ I beg your pardon, sir/madam
  53. 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?”
  54. 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
  55. 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.
  56. 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?
  57. 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
  58. 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
  59. 62. TRANSFERRING A CALL Prior to Transferring The Call Ask For The Complete Name Of The Guest.
  60. 63. SCREEN ALL CALLS REQUEST. <ul><li>“ Certainly Sir/Madam Who should I Say is Calling For Mr.Dayal?” </li></ul><ul><li>Note Down The Name Of The Caller : “With Pleasure Allow Me To Transfer Your Call To Mr.Dayal.” </li></ul><ul><li>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?” </li></ul>
  61. 64. SCREEN ALL CALLS REQUEST <ul><li>Listen To Guest: “With Pleasure Allow Me To Connect The Call Mr.Dayal”. </li></ul><ul><li>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? </li></ul>
  62. 65. DO NOT DISTURB(DND) REQUEST. <ul><li>“ Mr.Dayal Is Not In His Room,Would You Like To Leave A Message ?” </li></ul>
  63. 66. TAKING A MESSAGE. <ul><li>Take A Message First: :Allow Me To Repeat Your Message Read Out The Message Have A Nice Day Ms.Gomez.” </li></ul><ul><li>Incase The Guest Is Due To Arrive Later In The Day: “Mr.Dayal Is Not Yet Arrived May I Take A Message For Him?” </li></ul>
  64. 67. TAKE A MESSAGE. <ul><li>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” </li></ul><ul><li>Guest Has Checked Out & Has No Future Reservation: “I Am Sorry Mr.Dayal Has Already Checked Out” </li></ul>
  65. 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.
  66. 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?”
  67. 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
  68. 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
  69. 72. Telephone Etiquette The End
  70. 73. WELCOME ! <ul><li>Let us begin with some FUN and… </li></ul>GAMES?
  71. 74. Guest Contact
  72. 75. What Relationships do we share with Guests? <ul><li>Relationships are generally </li></ul><ul><li>Long </li></ul><ul><li>Informal </li></ul><ul><li>Personal </li></ul><ul><li>Are GUEST RELATIONS different? </li></ul>
  73. 76. Guest Contact <ul><li>GUEST RELATIONS are </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>Close Relationships are Long Informal Personal
  74. 77. Guest Contact <ul><li>GUEST RELATIONS </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>If Guest Relations are SHORT, We only have so much time to delight the guest. Lets do our best in that short time...
  75. 78. Guest Contact <ul><li>GUEST RELATIONS </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>If Guest Relations are FORMAL, We must convey the genuine warmth and care in spite of the formal manner of our conduct…
  76. 79. Guest Contact <ul><li>GUEST RELATIONS </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>If Guest Relations are PROFESSIONAL, Show a professional pride in serving the guest, like a doctor, artist, advocate, soldier…
  77. 80. Guest Contact <ul><li>GUEST RELATIONS </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>What is your relationship with the guest? Like you are son to your father, brother to your sister, what are you to a guest?
  78. 81. Guest Contact <ul><li>GUEST RELATIONS </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>You are a receptionist, therapist, attendant or whatever position you are holding! Your relationship with the guest is not PERSONAL , but PROFESSIONAL !
  79. 82. Guest Contact <ul><li>SIGHT </li></ul><ul><li>SPEECH </li></ul><ul><li>SMELL </li></ul><ul><li>TOUCH </li></ul><ul><li>TASTE </li></ul>We all have 5 senses
  80. 83. Guest Contact <ul><li>SIGHT </li></ul><ul><li>SPEECH </li></ul><ul><li>SMELL </li></ul><ul><li>TOUCH </li></ul><ul><li>TASTE </li></ul>We all have 5 senses
  81. 84. Guest Contact <ul><li>SIGHT </li></ul><ul><li>SPEECH </li></ul><ul><li>SMELL </li></ul><ul><li>TOUCH </li></ul><ul><li>TASTE </li></ul>What do we learn about guests by just seeing? Indian or foreigner On business or leisure Age Status Dress
  82. 85. Guest Contact <ul><li>SIGHT </li></ul><ul><li>SPEECH </li></ul><ul><li>SMELL </li></ul><ul><li>TOUCH </li></ul><ul><li>TASTE </li></ul>What do we learn about guests when they speak to us ? Accent Culture Nationality Nature Language Level of authority
  83. 86. Guest Contact <ul><li>SIGHT </li></ul><ul><li>SPEECH </li></ul><ul><li>SMELL </li></ul><ul><li>TOUCH </li></ul><ul><li>TASTE </li></ul>What do we learn about guests through sense of smell? Fragrance of the perfume
  84. 87. Guest Contact <ul><li>SIGHT </li></ul><ul><li>SPEECH </li></ul><ul><li>SMELL </li></ul><ul><li>TOUCH </li></ul><ul><li>TASTE </li></ul>Guests also have these senses! They also form an opinion about us, when they see us and hear us speak!
  85. 88. Guest Contact <ul><li>SIGHT </li></ul><ul><li>SPEECH </li></ul><ul><li>SMELL </li></ul><ul><li>TOUCH </li></ul><ul><li>TASTE </li></ul>What does guest notice when he looks at us? Appearance Uniform Grooming Posture Confidence Personal hygiene Nature Expressions Attentiveness Level of expertise
  86. 89. Guest Contact <ul><li>SIGHT </li></ul><ul><li>SPEECH </li></ul><ul><li>SMELL </li></ul><ul><li>TOUCH </li></ul><ul><li>TASTE </li></ul>What does guest notice when he hears you speak? Etiquette Manners Speech Professionalism Politeness Rudeness Accent Language
  87. 90. Guest Contact <ul><li>SIGHT </li></ul><ul><li>SPEECH </li></ul><ul><li>SMELL </li></ul><ul><li>TOUCH </li></ul><ul><li>TASTE </li></ul>What do guests learn about us through sense of smell? Body odor Bad Breath
  88. 91. Guest Contact <ul><li>SIGHT </li></ul><ul><li>SPEECH </li></ul><ul><li>SMELL </li></ul><ul><li>TOUCH </li></ul><ul><li>TASTE </li></ul>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?
  89. 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???
  90. 99. Customer Satisfaction Area of compliments Area of complaints Expectations Perceived Service Perceived Service
  91. 100. Exceeding Expectations <ul><li>A N T I C I P A T I O N </li></ul>In small groups, write 10 examples of anticipation!
  92. 101. ANTICIPATION <ul><li>Pre empting guest needs. </li></ul><ul><li>Exceeding guest expectations before the guest expresses the same. </li></ul>In groups, write 10 examples of anticipation!
  93. 102. Guest Contact The End
  94. 103. Guest Contact Quiz
  95. 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
  96. 105. Correct the following sentence Guest Contact Long Informal Personal GUEST RELATIONS ARE Short Formal Professional
  97. 106. What leads guests to compliment or complaint? Guest Contact
  98. 107. Guest Relations Expectations Perceived Service Perceived Service Area of complaints Area of compliments What leads guests to compliment or complaint? Guest Contact
  99. 108. Etiquettes & Manners
  100. 109. While talking to guest FACIAL EXPRESSIONS
  101. 110. <ul><li>Always smile </li></ul><ul><li>Always maintain an interested and helpful expression </li></ul><ul><li>Maintain Eye Contact </li></ul>While talking to guest FACIAL EXPRESSIONS
  102. 111. <ul><li>Distance, speech, gestures </li></ul><ul><li>Maintain distance of about 2 feet </li></ul><ul><li>Speak softly and clearly </li></ul><ul><li>Avoid unnecessary movements of hands and facial gestures </li></ul>While talking to guest
  103. 112. <ul><li>Stand Erect at ease </li></ul><ul><li>Weight balanced on both feet </li></ul><ul><li>Shoulders Straight </li></ul><ul><li>Chest out/ Stomach in </li></ul>While Standing POSTURE
  104. 113. <ul><li>Keep hands on the sides or behind your back </li></ul><ul><li>Do not keep hands in pockets or on the hips. </li></ul><ul><li>Do not cross arms across the chest. </li></ul><ul><li>Do not lean against the counter </li></ul>While Standing HANDS
  105. 114. <ul><li>Maintain your poise always. </li></ul><ul><li>You may be in view of the guest, even if you are not interacting. </li></ul><ul><li>Do not huddle together in groups. </li></ul>While Standing IF THE GUESTS ARE NOT AROUND
  106. 115. While Walking
  107. 116. <ul><li>PACE </li></ul><ul><li>Walk at even pace in guest areas without sound of footsteps </li></ul><ul><li>Do not run even when in hurry. </li></ul>While Walking
  108. 117. While Walking <ul><li>IN CORRIDORS </li></ul><ul><li>when guests are approaching, get aside and give them first right of way </li></ul><ul><li>when near a door, open the door for the guest to pass through. </li></ul>
  109. 118. <ul><li>WHICH SIDE </li></ul><ul><li>Walk on the left hand side </li></ul><ul><li>If accompanying a guest, walk on his/her right hand side and open the door of the guest </li></ul><ul><li>Walk erect and maintain poise </li></ul>While Walking
  110. 119. <ul><li>SPEECH </li></ul><ul><li>Speak softly and politely. </li></ul><ul><li>LANGUAGE </li></ul><ul><li>Do not use vernacular / slang or abusive language, with your colleagues </li></ul>While talking to colleagues
  111. 120. <ul><li>ON TELEPHONE </li></ul><ul><li>Be aware of your conversation on the telephone. Guests may be watching & hearing. </li></ul><ul><li>Never shout into the telephone. </li></ul><ul><li>Do not have long conversation, when guests are waiting. </li></ul><ul><li>Do not entertain personal calls, while at work </li></ul>While talking to colleagues
  112. 121. <ul><li>FAMILIARITY WITH GUESTS </li></ul><ul><li>Do not get familiar with the guest, even if he treats you like a friend. </li></ul><ul><li>Remember your relationship with the guest is professional. </li></ul>Courteous Behavior
  113. 122. <ul><li>GUESTS & COLLEAGUES </li></ul><ul><li>Treating guests courteously and then turning to colleagues and talking impolitely, destroys the image. </li></ul><ul><li>Maintain the same finesse and politeness. </li></ul>Courteous Behavior
  114. 123. <ul><li>Be aware of the offensive habits you have </li></ul><ul><li>Biting nails </li></ul><ul><li>Picking hair, nose, ear. </li></ul><ul><li>Yawning. </li></ul><ul><li>Sneezing / coughing without covering your mouth. </li></ul><ul><li>Refrain at least, when in guest’s view. </li></ul>General
  115. 124. <ul><li>When on duty </li></ul><ul><li>Handle equipment without banging. </li></ul><ul><li>Stay calm. Do not get nervous or hurried. </li></ul><ul><li>Do not talk loudly or hold lengthy discussions, in guest areas. </li></ul><ul><li>Do not talk in vernacular. Guest will misunderstand. </li></ul>General
  116. 125. <ul><li>When not on Shift </li></ul><ul><li>Do not hang around in guest areas. </li></ul><ul><li>Do not come to guest areas when not in uniform. </li></ul>General
  117. 126. <ul><li>When with the guest </li></ul><ul><li>Do not grumble. He is not interested in your woes. </li></ul><ul><li>Do not speak poorly about other guest, staff or department. </li></ul><ul><li>Do not hint or solicit tips. </li></ul>General
  118. 127. Etiquettes & Manners The End
  119. 128. Etiquette & Manners Quiz
  120. 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
  121. 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
  122. 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
  123. 132. <ul><li>SPEECH </li></ul><ul><li>Speak softly and politely. </li></ul><ul><li>LANGUAGE </li></ul><ul><li>Do not use vernacular / slang or abusive language, with your colleagues </li></ul>What must we remember about speech and language while talking to colleagues? Etiquette & Manners
  124. 133. <ul><li>Always smile </li></ul><ul><li>Always maintain an interested and helpful expression </li></ul><ul><li>Maintain Eye Contact </li></ul>What are the 3 points to remember while talking to guest? Etiquette & Manners
  125. 134. The End Thank You…
  126. 135. Namaste – We now greet with folded hands depicting our Indian tradition
  127. 136. The spirit of Namaste simply means: The divine in me recognizes and acknowledges the divine in you.
  128. 137. Through Namaste we are welcoming our Atithi / guest with a true, deep and sacred emotion.
  129. 138. With folded hands we will continue to wish according to time of the day: Good morning / afternoon / evening… as the English language is

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