The document discusses the importance of customer service in the hotel industry. It outlines key aspects of customer service including knowing product details to help customers, providing information about hotel amenities and local attractions, ensuring staff are well-trained and departments coordinate effectively, and promoting the hotel to potential customers. It also covers best practices for different communication methods like face-to-face interactions, telephone calls, email, and the importance of active listening skills. Personal presentation standards for staff are outlined to maintain a professional image.

1. LEVEL 2
Presented by: Muhmmad Ahmed Usmani

2. Importance of Customer Service
 To sell the product
 To assist customer in their
choice
 Add efficiency
 Promote the organization.

3. To sell the product
 Knowledge of the products available in your Hotel
Premises
 Rooms
 Restaurants (Type of these)
 Banquets
 Meeting Halls
 SPA services and their timings
 Others

4. To assist customer in their choice
 Rooms Rates types with Complimentary
services
 Provide them Information about services
available in the premises
 Provide them the information regarding
Currents event with in the city
 Information's Regarding shopping discount
places
 Information about the best Business relevant
available market the town

5. Aid Efficiency
 Human Resources
 Training and Development
 Product knowledge about hotel and their services
 Rooms Types
 Restaurant Types
 Todays events and their venue
 Business Center and their Services
 Departmental coordination
 Better ways of communication
 Implementation of work in their line of actions

6. Promote the Organization
 Promoting the organization is the prime duty of
employee’s
○ Building and it’s venue
○ Services ( Rooms, Restaurants, Meeting Halls,
Banquet, SPA Etc.
○ Rooms venue’s and their facilities
○ Restaurants and food verities
○ Meeting hall size and services including in it
○ Banquets WITH their theme’s and Services
○ (like Buffet or Table Service)

7. 204.02
Communication
 Face to face
 In writing
 Over the telephone
 Non verbal
 (Body Language posture, personal
presentation)
 In email
 Effective listening skills

8. FACE TO FACE
1. Conventional wisdom tells us that face to face communication is more
effective than other types of communication such as telephone or
email.
2. Why Important?
1. Easy to Communicate
1. Clarity of speech, remaining calm and focused, being polite
and following some basic rules of etiquette will all aid the
process of verbal communication.
2. It is easy to read face expressions
2. Batter way to convey massage
3. Easy could handle the situation
4. Easy divert the attention
5. Easily convincing and understandable

9. In writing
skills are an important part of
communication
 Good writing skills allow you to
communicate your message with
clarity and ease to a far larger
audience than through face-to-face
or telephone conversations.

10. Over the telephone
 Greeting is an important part of telephonic
Conversation in hotel industry
 Be polite
 Be attentive
 Clarity in voice
 Should be good in hearing
 Convey the massage complete and clear to others
 Ask permission if you can change the status of the
phone call
 Place calls at appropriate times.

11. Non Verbal (Body Language posture, personal
presentation)
Body Language posture
 It's important to pay attention and adjust your posture
regularly because posture is a matter of habit
 A person’s words may be hinting one message to you,
but her/his body language could be sending a
conflicting signal. Through body movements, lack of
or full eye contact, facial expressions and gestures,
you can often read into a person’s genuine intentions.
 As a rule, body language communicates more about
what someone says than what her/his own words do.

12. Personal presentation
 Personal
Presentation
 Hospitality employees must
practice high standards of
personal presentation in
accordance with
 Customer expectations.
Men
 Hair must be above collar line –
neatly combed, with no extreme cuts
or colours.
 Beards are not permitted except for
back of house staff that already wears
one. Such beards are to be kept a
reasonable length and neat.
Moustaches must be carefully
trimmed with remainder of face clean-
shaven. Goatees and designer
stubble are inappropriate.
 Nails must be short and clean.
 Anti -perspirant must be used as
often as is necessary to combat body
odour.
 Aftershave lotions and hair tonics
must be subtle.
 Jewellery
 a. Earrings are not permitted.
 b. Bracelets, chains, etc. must not
be visible.
 c. Wedding ring and/or one other
dress ring only.
 d. No ornaments apart from name
badge and Meridien promotional pin
may be worn on uniform.
 Black shoes (clean and polished)
and black socks must be worn.
Stores, kitchen, housekeeping and
stewarding staff may wear shoes
best suited to the interest of their
safety.
 No visible tattoos are permitted.

13. Personal presentation
Female
 Hair must be neat and clean.
Extreme styles and/or colours are
not permitted. In food and
beverage service and production
areas hair must be secured off the
face and shoulders. Only black hair
accessories to be worn.
 Make-up must be conservative and
not extreme.
 Nails must be clean and neatly
manicured. Clear nail polish only
may be used.
 Anti-perspirant must be used as
often as is necessary to combat
body odour.
 Perfumes should be discreet and
not excessive.
 Jewellery
 a. Earrings must not exceed the
size of a 5-cent piece and only one
earring per ear is acceptable.
Earrings that dangle are not
permitted.
 Wedding, engagement, eternity
rings and/or one other dress ring
to be worn only.
 c. No ornaments apart from
name badge and Meridien
promotional pin may be worn on
uniform.
 Black court shoes (clean and
polished) must be worn. Stores,
kitchen, housekeeping and
stewarding staff may wear shoes
best suited to the interest of their
safety.
 No visible tattoos are permitted.
 When wearing hosiery it is to be
worn between 15 and 20 denier
thickness. No damaged hosiery
permitted.

14. In email
 Todays World is a global village
 Today’s global communicational approaches
are mostly used for the connectivity via
websites for the hotel rooms reservation by the
frequent travels around the world.
 The use hotel’s websites and their email
addresses for having room as per their
traveling schedule.
 Even for the internal usage hotel recommend
the emailing system for conveying prompt
massaging.


15. Effective listening skills
 Face the speaker and maintain eye contact.
○ eye contact is considered a basic ingredient of effective
communication.
 Be attentive, but relaxed.
 be present
○ give attention
○ apply or direct yourself
○ pay attention
○ remain ready to serve
 Keep an open mind.
 Listen to the words and try to picture what the speaker is
saying.
 Don’t interrupt and don’t impose your “solutions.
 Wait for the speaker to pause to ask clarifying questions.
 Ask questions only to ensure understanding.
 Try to feel what the speaker is feeling.
 Give the speaker regular feedback.