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Hospitality training

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This is about hospitality training with a bit Urdu description.

Published in: Education

Hospitality training

  1. 1. Etiquette and Manners For Hospitality Staff While interacting with Guests & Colleagues ‫آداب‬ ‫مجلسی‬ ،‫طریقہ‬ ‫اور‬ ‫سلیقہ‬ ،‫چیت‬ ‫بات‬ ،‫گفتگو‬ ‫ساتھ‬ ‫کے‬ ‫لوگوں‬ ‫کے‬ ‫برابر‬ ،‫ساتھ‬ ‫کے‬ ‫بڑوں‬ ،‫ساتھ‬ ‫کے‬ ‫مہمانوں‬ ‫اور‬ ‫میں‬ ‫آپس‬ Mansoor Khan Training & Development Islamabad, Pakistan Skype: Mansoor.lahore Viber: +923315494769 Cell: +923315494769
  2. 2. Receiving Welcoming And Greeting ‫سے‬ ‫لہجہ‬ ‫و‬ ‫لب‬ ‫اور‬ ‫جسمانی‬ ،‫آمدید‬ ‫خوش‬
  3. 3. Etiquette and Manners While talking to guest FACIAL EXPRESSIONS ‫ثرات‬ ‫تا‬ ‫کے‬ ‫چہرے‬ ‫اعت‬ ‫قابل‬ ،‫سنجیدگی،مددگار‬ ،‫نرمی‬ ،‫غصہ‬ ،‫مسکراہٹ‬‫ماد‬
  4. 4. Etiquette and Manners  Always smile  Always maintain an interested and helpful expression  Maintain Eye Contact While talking to guest FACIAL EXPRESSIONS ‫ثرات‬ ‫تا‬ ‫کے‬ ‫چہرے‬ ‫اعت‬ ‫قابل‬ ،‫سنجیدگی،مددگار‬ ،‫نرمی‬ ،‫غصہ‬ ،‫مسکراہٹ‬‫ماد‬
  5. 5. Etiquette and Manners Distance, speech, gestures  Maintain distance of at least 2 feet  Speak softly and clearly  Avoid unnecessary movements of hands and facial gestures While talking to guest ،‫شفافیت‬ ،‫نرمی‬ ،‫لہجہ‬ ،‫آواز‬ ،‫فاصلہ‬‫حرک‬ ‫کی‬ ‫ہاتھوں‬ ‫اور‬ ‫چہرے‬ ‫ضروری‬ ‫غیر‬‫توں‬ ‫احتیاط‬ ‫سے‬
  6. 6.  Stand Erect at ease  Weight balanced on both feet  Shoulders Straight  Chest out/ Stomach in Etiquette and Manners While Standing POSTURE ‫سہول‬ ‫با‬ ‫اور‬ ‫سیدھے‬ ‫انداز۔‬ ‫اور‬ ‫طریقہ‬ ‫کا‬ ‫اٹھنے‬ ،‫کا‬ ‫کا،بیٹھنے‬ ‫ہونے‬ ‫کھڑے‬‫ت‬ ‫ہوں۔‬ ‫ہوے‬ ‫اٹھے‬ ‫کندھے‬ ‫ہو۔‬ ‫یکساں‬ ‫پر‬ ‫پاؤں‬ ‫دونوں‬ ‫وزن‬ ‫کا‬ ‫جسم‬ ‫ہوں۔‬ ‫کھڑے‬ ‫کے۔‬ ‫کر‬ ‫اندر‬ ‫کر۔توند‬ ‫تان‬ ‫چھاتی‬
  7. 7.  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 Etiquette and Manners While Standing HANDS ،‫میں۔ہاتھ‬ ‫پوزیشن‬ ‫کھڑی‬‫می‬ ‫جیبوں‬ ‫لیکن‬ ‫رکھیں۔‬ ‫پر‬ ‫سائڈ‬ ‫یا‬ ‫باندھیں‬ ‫پیچھے‬‫کولہوں‬ ‫یا‬ ‫ں‬ ‫دی‬ ‫بھی‬ ‫نہ‬ ‫کوئ‬ ‫اگر‬ ‫نہیں۔‬ ‫جھکیں‬ ‫پر‬ ‫باندھیں۔کاؤنٹر‬ ‫نا‬ ‫پر‬ ‫سینے‬ ،‫رکھیں‬ ‫نہ‬ ‫پر‬‫ہو‬ ‫رہا‬ ‫کھ‬ ‫رکھیں۔‬ ‫خیال‬ ‫کا‬ ‫چیزوں‬ ‫ان‬ ‫بھی‬ ‫تب‬
  8. 8.  Maintain your poise always.  You may be in view of the guest, even if you are not interacting. Etiquette and Manners While Standing IF THE GUESTS ARE NOT AROUND ،‫میں۔ہاتھ‬ ‫پوزیشن‬ ‫کھڑی‬‫می‬ ‫جیبوں‬ ‫لیکن‬ ‫رکھیں۔‬ ‫پر‬ ‫سائڈ‬ ‫یا‬ ‫باندھیں‬ ‫پیچھے‬‫کولہوں‬ ‫یا‬ ‫ں‬ ‫دی‬ ‫بھی‬ ‫نہ‬ ‫کوئ‬ ‫اگر‬ ‫نہیں۔‬ ‫جھکیں‬ ‫پر‬ ‫باندھیں۔کاؤنٹر‬ ‫نا‬ ‫پر‬ ‫سینے‬ ،‫رکھیں‬ ‫نہ‬ ‫پر‬‫ہو‬ ‫رہا‬ ‫کھ‬ ‫رکھیں۔‬ ‫خیال‬ ‫کا‬ ‫چیزوں‬ ‫ان‬ ‫بھی‬ ‫تب‬
  9. 9. Etiquette and Manners While Walking ‫طریقہ۔‬ ‫درست‬ ‫کا‬ ‫چلنے‬‫کیساتھ۔‬ ‫اعتماد‬ ‫اور‬ ‫رفتار‬ ‫مناسب‬
  10. 10. PACE  Walk at even pace with out any sound of footsteps.  Do not ever run in hurry ever, until U may need it. Etiquette and Manners While Walking ‫پ‬ ‫آواز‬ ‫کی‬ ‫قدموں‬ ‫بغیر‬ ‫ساتھ‬ ‫کے‬ ‫رفتار‬ ‫مناسب‬ ‫کر‬ ‫جما‬ ‫م‬ ‫قد‬ ‫رفتار۔‬‫کیے۔‬ ‫یدا‬ ‫بھا‬ ‫ہرگز‬‫اشد‬ ‫کسی‬ ‫بغیر‬ ‫چلیں‬ ‫نہ‬ ‫کر‬ ‫گ‬‫کے‬ ‫ضرورت‬ ‫ایمرجنسی‬ ‫یا‬‫۔‬
  11. 11. Etiquette and Manners 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. ‫کر‬ ‫ہو‬ ‫طرف‬ ‫ایک‬ ‫تو‬ ‫آئے‬ ‫نظر‬ ‫آتا‬ ‫مہمان‬ ‫یا‬ ‫سینئر‬ ‫کوئ‬ ‫چلنا۔اگر‬ ‫میں‬ ‫راستہ‬ ،‫راہداری‬‫راستہ‬ ‫ب‬ ‫یا‬ ‫مہمان‬ ‫بڑھکر‬ ‫آگے‬ ‫دروازہ‬ ‫تو‬ ‫ہیں‬ ‫پاس‬ ‫کے‬ ‫دروازے‬ ‫اگر‬ ‫ساتھ۔‬ ‫کے‬ ‫مسکراہٹ‬ ‫دیں‬‫ڑوں‬ ‫لیں۔‬ ‫کھو‬ ‫لیے‬ ‫کے‬
  12. 12. 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 Etiquette and Manners While Walking ‫دائ‬ ‫اسکے‬ ‫تو‬ ‫ہو‬ ‫مہمان‬ ‫کوئ‬ ‫ہمراہ‬ ‫اگر‬ ‫چلیں۔‬ ‫کر‬ ‫رہ‬ ‫پر‬ ‫ہاتھ‬ ‫بائیں‬ ‫ہمیشہ‬‫یں‬ ‫گزرنے‬ ‫پہلے‬ ‫اسے‬ ‫کر‬ ‫کھول‬ ‫دروازہ‬ ‫لیے‬ ‫اسکے‬ ‫چلیں۔اور‬ ‫کر‬ ‫رہ‬ ‫پر‬ ‫ہاتھ‬‫دیں۔‬
  13. 13. SPEECH  Speak softly and politely. ◦ In restaurant ◦ In corridors ◦ At reception counter LANGUAGE  Do not use slang or abusive language, with your colleagues Etiquette and Manners While talking to colleagues ‫گفتگو‬~~~~‫نرمی‬‫سے‬ ‫اور‬‫آہستگی‬‫سے‬‫گفت‬‫گو‬ ‫کریں۔ہمیشہ‬‫اور‬‫ہر‬‫جگہ‬ ‫اور‬‫ہر‬‫ایک‬‫کے‬‫ساتھ‬‫۔‬ ‫الفاظ‬‫اور‬‫زبان‬‫کا‬‫چناؤ‬ ‫بہت‬‫احتیاط‬‫سے‬‫کریں‬‫۔‬ ‫نا‬‫مناسب‬‫اور‬‫غیر‬ ،‫موزوں‬‫غیر‬‫مہذب‬‫الفاظ‬ ‫کا‬‫استعمال‬‫نہ‬‫کریں‬‫ک‬‫ہیں‬ ‫بھی‬‫اور‬‫کسی‬‫سے‬‫بھی‬ ‫کسی‬‫بھی‬‫وقت۔‬
  14. 14. ANTICIPATION ‫ہ‬َ‫انداز‬ ‫قت‬ َ‫و‬ ‫از‬ ‫بل‬َ‫ق‬  Anticipate 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. Etiquette and Manners Courteous Behavior‫کرنا‬ ‫اختیا‬ ‫کا‬ ‫رویہ‬ ‫مہذب‬
  15. 15. 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 Etiquette and Manners While talking to colleagues ‫رکھیں‬ ‫سامنے‬ ‫کو‬ ‫شائستگی‬ ‫سامنے۔‬ ‫کے‬ ‫کسی‬ ‫ساتھ۔‬ ‫کے‬ ‫پر۔کسی‬ ‫فون‬ ‫ٹیلی‬‫مختصر‬ ‫۔ہمیشہ‬ ‫شو‬ ‫کریں۔‬ ‫نہ‬ ‫کواٹینڈ‬ ‫کالز‬ ‫فون‬ ‫ذاتی‬ ‫دوران‬ ‫کے‬ ‫کام‬ ‫کریں۔‬ ‫گفتگو‬ ‫معنی‬ ‫با‬ ‫اور‬‫نے‬ ‫کر‬ ‫پیدا‬ ‫ر‬ ‫بنیں۔‬ ‫نہ‬ ‫گار‬ ‫مدد‬ ‫میں‬
  16. 16. 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. Etiquette and Manners Courteous Behaviour ‫کے‬ ‫دوسروں‬‫ک‬ ‫گریز‬ ‫سے‬ ‫تکلفی‬ ‫بے‬ ‫کی‬ ‫وجہ‬ ‫بال‬ ‫اور‬ ‫ضروری‬ ‫غیر‬ ‫درمیان‬ ‫اپنے‬ ‫اور‬‫ریں۔‬ ‫اور‬ ‫فاصلوں‬ ‫ورانہ‬ ‫پیشہ‬‫سامنے‬ ‫اپنے‬ ‫کو‬ ‫فرق‬ ‫میں‬ ‫تعلقات‬ ‫ذاتی‬ ‫اور‬ ‫میں‬ ‫تعلقات‬‫رکھیں۔‬
  17. 17. GUESTS & COLLEAGUES  Treating guests courteously and then turning to colleagues and talking impolitely, destroys the image.  Maintain the same finesse and politeness. Etiquette and Manners Courteous Behavior ‫امپ‬ ‫رکھیں۔اپنا‬ ‫جول‬ ‫میل‬ ‫اور‬ ‫رویہ‬ ‫واال‬ ‫اخالقی‬ ‫خوش‬ ‫یکساں‬ ‫ساتھ‬ ‫کے‬ ‫ایک‬ ‫ہر‬ ‫ہمیشہ‬‫ریشن‬ ‫سا‬ ‫کے‬ ‫کسی‬ ‫کو‬ ‫شخصیت‬ ‫یا‬‫کریں۔‬ ‫نہ‬ ‫تباہ‬ ‫اور‬ ‫خراب‬ ‫منے‬
  18. 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. Etiquette and Manners General ‫ن‬ ‫سے۔‬ ‫دانتوں‬ ‫کترنا‬ ‫ناخن‬ ‫بھی۔‬ ‫سامنے‬ ‫کے‬ ‫کسی‬ ‫کریں‬ ‫گریز‬ ‫اور‬ ‫بچیں‬‫منہ‬ ، ‫اک‬ ‫ک‬ ‫کور‬ ‫بغیر‬ ‫کو‬ ‫منہ‬ ‫سے‬ ‫چھیکنے‬ ‫اور‬ ‫کھانسنے‬ ‫ڈالنا۔‬ ‫ں‬ ‫انگلیا‬ ‫میں‬ ‫کان‬‫ہوے۔‬ ‫یے‬
  19. 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. Etiquette and Manners General
  20. 20. When not on duty  Do not hang around in guest areas.  Do not come to guest areas when not in uniform. Etiquette and Manners General
  21. 21. Mansoor Khan Training & Development Islamabad, Pakistan Skype: Mansoor.lahore Viber: +923315494769 Cell: +923315494769

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