This document provides guidance on personal hygiene, customer service, and etiquette for hospitality staff. It emphasizes the importance of excellent customer service in retaining customers and growing business. Proper personal hygiene, including frequent hand washing and clean uniforms, is stressed as customers' health depends on staff cleanliness. Effective communication skills like using polite greetings and avoiding slang are also covered. Non-verbal communication such as smiling, making eye contact and maintaining appropriate personal space during interactions is addressed.
Grooming refers to maintaining a neat and tidy appearance through personal hygiene, hair, dress, body language, and manners. There are two types of grooming: physical grooming focuses on skin, hair, and hygiene, while metaphysical grooming involves personality, body language, and manners. Experts note that within the first 7-17 seconds of meeting someone, impressions are formed based on their hygiene, dress, body language, and these impressions are difficult to change. Proper grooming and etiquette are important for creating a good first impression, especially for customer-facing roles. Guidelines are provided for uniforms, hygiene, accessories, and basic etiquettes for both male and female customer relationship officers.
This document provides guidance on proper etiquette and manners when interacting with guests. It emphasizes the importance of maintaining a professional demeanor through appropriate facial expressions, posture, distance, speech and behavior both while directly interacting with guests and when guests are present but not interacting. Specific dos and don'ts are outlined for areas like telephone usage, walking, handling equipment and appearance to ensure a polished guest experience.
This document outlines key elements of professionalism for employees in restaurants, bars, and hotels. It discusses the importance of physical, verbal, and behavioral projection. Specifically, it provides guidance on proper grooming, appearance, communication skills, and work behaviors. Employees are advised to maintain a clean, well-pressed uniform and pleasant demeanor. Verbally, they should speak clearly, politely, and avoid language that could offend customers. Inappropriate behaviors like smoking or unsanitary practices on the job are also addressed. The goal is to project a positive, professional image that will provide good customer service and a comfortable experience.
The document provides grooming and personal hygiene standards for hotel staff. It outlines that all staff should maintain high standards of grooming to create a good impression on guests. It then lists detailed standards for hair, facial hair, hands, personal hygiene, shoes, jewelry, and uniforms for both men and women to ensure a professional appearance.
Basic requirement of hospitality waiter and the grooming standard is explained in detail. etiquettes of waiter and the personal grooming also explained in details.
This document provides cost effective tips for corporate grooming. It emphasizes the importance of maintaining good hygiene, dressing appropriately, and developing good communication skills to project confidence and professionalism. Specific grooming tips are provided for both men and women, including maintaining clean hair, nails, hands and teeth. Recommendations are made for modest clothing, accessories, makeup and footwear that are suitable for the office. Adopting these basic grooming habits is suggested to boost self-image without significant cost.
Grooming refers to maintaining a neat and tidy appearance through personal hygiene, hair, dress, body language, and manners. There are two types of grooming: physical grooming focuses on skin, hair, and hygiene, while metaphysical grooming involves personality, body language, and manners. Experts note that within the first 7-17 seconds of meeting someone, impressions are formed based on their hygiene, dress, body language, and these impressions are difficult to change. Proper grooming and etiquette are important for creating a good first impression, especially for customer-facing roles. Guidelines are provided for uniforms, hygiene, accessories, and basic etiquettes for both male and female customer relationship officers.
This document provides guidance on proper etiquette and manners when interacting with guests. It emphasizes the importance of maintaining a professional demeanor through appropriate facial expressions, posture, distance, speech and behavior both while directly interacting with guests and when guests are present but not interacting. Specific dos and don'ts are outlined for areas like telephone usage, walking, handling equipment and appearance to ensure a polished guest experience.
This document outlines key elements of professionalism for employees in restaurants, bars, and hotels. It discusses the importance of physical, verbal, and behavioral projection. Specifically, it provides guidance on proper grooming, appearance, communication skills, and work behaviors. Employees are advised to maintain a clean, well-pressed uniform and pleasant demeanor. Verbally, they should speak clearly, politely, and avoid language that could offend customers. Inappropriate behaviors like smoking or unsanitary practices on the job are also addressed. The goal is to project a positive, professional image that will provide good customer service and a comfortable experience.
The document provides grooming and personal hygiene standards for hotel staff. It outlines that all staff should maintain high standards of grooming to create a good impression on guests. It then lists detailed standards for hair, facial hair, hands, personal hygiene, shoes, jewelry, and uniforms for both men and women to ensure a professional appearance.
Basic requirement of hospitality waiter and the grooming standard is explained in detail. etiquettes of waiter and the personal grooming also explained in details.
This document provides cost effective tips for corporate grooming. It emphasizes the importance of maintaining good hygiene, dressing appropriately, and developing good communication skills to project confidence and professionalism. Specific grooming tips are provided for both men and women, including maintaining clean hair, nails, hands and teeth. Recommendations are made for modest clothing, accessories, makeup and footwear that are suitable for the office. Adopting these basic grooming habits is suggested to boost self-image without significant cost.
This document discusses personal grooming and professionalism for careers in aviation and hospitality. It provides details on personal qualities like patience, physical fitness, and language skills needed for these industries. Specific grooming routines are outlined for skin, hair and exercise. Home remedies for skin and hair are also included, as well as a sample weekly menu and exercise plan. The importance of presenting oneself professionally in interviews is emphasized.
The document discusses the importance of grooming and professional appearance. It states that grooming enhances appearance and professionalism, and that appearance influences others' opinions. The document provides guidelines for different aspects of professional grooming including overall cleanliness, hair, nails, teeth, makeup, accessories, and appropriate dress codes for men and women. It emphasizes dressing appropriately for the workplace in dark, conservative colors and styles.
The document outlines a student's grooming assignment presentation on various topics related to personal grooming. It discusses qualities required for aviation and hospitality jobs, grooming techniques for skin, hair, diet, and why presenting professionally in interviews is important. The student thanks their teacher for guidance on the project and covers learning objectives related to grooming best practices.
1. The document is an assignment on grooming from Chandan Hazra's training at the Frankfinn Institute of Air Hostess Training in 2016.
2. It discusses techniques for maintaining healthy skin and hair, a weekly diet plan and exercise regimen, and the importance of presenting professionally in an interview.
3. Chandan expresses gratitude to her teacher, Manisha Gupta, for providing guidance to help her learn grooming and personality development skills necessary for her career.
The document provides guidelines for proper etiquette when dining in a business setting, including waiting to start eating until everyone is served, keeping your cell phone away during meals, and letting the host begin business discussions. It also outlines the formal place setting with utensils ordered from the outside in and explains starting with the utensils farthest from the plate and using one utensil per course. Proper dining etiquette is important when having business meals to maintain professionalism.
This document is a student's assignment on personal grooming and fitness. It discusses techniques for maintaining healthy skin and hair, including tips for different skin and hair types. It also outlines qualities needed for careers in aviation and hospitality. The student analyzes their own skin and hair, noting they have combination skin and normal hair. They acknowledge being overweight and provide a planned exercise regime. Overall, the document covers best practices for personal hygiene, appearance, and health maintenance.
This document provides grooming tips for men and women in a professional workplace setting. It emphasizes the importance of making a good first impression through proper grooming and attire. Key recommendations include wearing simple, conservative clothing in neutral colors without loud patterns; well-fitted pants and shirts that are wrinkle-free; closed-toe leather shoes that are polished; and minimal, traditional jewelry. Proper grooming involves being clean-shaven with well-manicured nails. The goal is to dress appropriately for the position in a way that will be judged positively within the first 30 seconds to 4 minutes of meeting others.
The document discusses various types of etiquette including social, corporate, family, office, telephone, business meeting, driving, interview and general etiquette. It provides guidelines on proper manners and behavior in different scenarios such as arriving on time, being respectful, using good posture, sending thank you notes, avoiding distractions while driving, and more. The overall message is on cultivating proper etiquette, manners and respectful behavior in all aspects of life.
Lipika Ramshetty attended a grooming presentation where she learned about personal grooming, qualities needed for the aviation and hospitality industries, and weight management. The presentation covered skin and hair care routines, including moisturizing, cleansing, and conditioning. It also discussed diet, exercise, and maintaining a healthy weight. Lipika demonstrated manners, etiquette, and communication skills to a professional panel. She thanked her instructor for helping her understand the importance of grooming to succeed in the service industry.
The document discusses the importance of personal grooming and presentation. It states that appearance can influence customer decisions and perceptions of professionalism, intelligence, and credibility. Proper grooming involves cleanliness, well-kept hair, nails, teeth, and attire. Guidelines are provided for both males and females on hair, facial hair, nails, teeth, shoes, accessories, uniforms, and makeup. The document emphasizes maintaining a neat and tidy appearance.
This document provides grooming and appearance standards for professional dress. It recommends that dressing professionally impacts how one is perceived by colleagues and customers. For men, it suggests keeping hair neatly trimmed and facial hair well-groomed, wearing well-fitting clothes that are pressed with simple accessories like watches. For women, it advises keeping hair and makeup conservative and professional with accessories kept minimal. The document emphasizes the importance of dress reflecting confidence and ambition without being flashy.
The document provides etiquette guidelines for conducting business in Denmark. It discusses greetings, business meetings, negotiations, table manners, gift giving, dining, dress code, and gender issues. Business cards are exchanged and appointments are necessary. Communication is direct and decisions are made after consulting all involved parties. Equality is important in Danish culture and women are highly respected in business.
The document discusses the importance of good grooming. Good grooming involves taking care of one's appearance and hygiene. It creates a positive first impression and conveys confidence. Some aspects of good grooming include being neat, tidy, and carefully dressed with clean hair, nails, teeth and body. Good posture, body language, and demeanor are also part of presenting oneself in a well-groomed manner. Maintaining a well-groomed appearance builds respect and confidence.
This document provides etiquette guidelines for electronic communication, networking, dining, and professional attire. It emphasizes being brief, clear and respectful in emails and other communications. When dining professionally, guidelines include waiting to order, passing food politely, using utensils properly, and having good table manners. Proper professional attire is conservative, well-groomed and situationally appropriate. The purpose of etiquette is to make others feel comfortable and respect privacy and time.
Business etiquette is a set of manners that is accepted or required in a profession. Often upheld by custom, it is enforced by the members of an organization. Those who violate business etiquette are considered offensive. The penalty for such behavior frequently lies in the disapproval of other organization members
The document provides guidance on various aspects of professionalism and effective communication, presentation, and decision-making. It outlines best practices for appearance, etiquette, communication strategies, overcoming barriers, leadership, stress management, interviews, rejections, and decision-making. Key recommendations include dressing professionally, practicing active listening, emphasizing positivity, setting goals and priorities, delegating tasks, managing stress through exercise and relaxation, sending thank you notes after interviews, staying positive despite rejections, gathering all relevant facts before deciding, and monitoring decisions made.
This document defines workplace etiquette and manners. It discusses that etiquette establishes rules for socially acceptable behavior and is derived from French meaning "ticket" to getting things you want. Good etiquette distinguishes humans from animals. Maintaining etiquette avoids negative confrontation, politics, tensions and conflicts while promoting effective communication, organization, employee satisfaction, productivity and a stress-free workplace. Basic etiquette includes exhibiting a positive attitude, using good eye contact, appropriate introductions with titles, rising during introductions, listening skills, respecting others, monitoring conversation volume, maintaining privacy, avoiding interruptions and gossip. Making a positive impression involves arriving on time, exercising maturity, respecting others' expertise, proper posture, using manners like "please
Etiquette in Corporate/Business life. How to deal with client. How to maintain the etiquette in life. How etiquette works. Why etiquette is essential. Etiquette in deferents part of life. Steps of etiquette for dealing.
This document discusses professional grooming, etiquette, and dress codes. It provides tips for appropriate business attire including being well-groomed, dressed appropriately for your role and gender, and wearing clean and well-maintained clothing. Etiquette tips are given for phone, meeting, social, and business situations focusing on polite behaviors, introductions, listening, and using manners. Guidelines are outlined for both men's and women's professional dress and etiquette standards.
- The document is a grooming project assignment submitted by Manohar Ray for his Frankfinn Diploma in Aviation, Hospitality and Travel Management.
- It discusses the personal qualities, grooming treatments, skin care techniques, hair care techniques, suitable diet, personal hygiene, and more that are important for working in the aviation and hospitality industries.
- Manohar expresses gratitude to his grooming teacher Mrs. Piyali Mukherjee for giving him the opportunity to do this project and helping him improve his grooming.
This document provides guidance on personal hygiene, grooming, conversational skills, telephone etiquette, and attributes for food and beverage service personnel. Key points include maintaining clean hair, nails, clothes and shoes. Proper grooming involves being clean shaven or having a trimmed beard for men. For conversations, maintaining eye contact, asking open-ended questions, and listening are important. Telephone etiquette requires speaking clearly and respectfully. Attributes of good service staff are daily showers, clean uniforms, and knowledge of food and drinks served.
The document provides information about grooming skills required for careers in the aviation and hospitality industries. It discusses the importance of maintaining good hygiene, hair care, skin care, use of makeup, managing weight and diet, tying scarves properly, and dressing appropriately for work. Key qualities needed include patience, confidence, physical fitness, good communication skills, and a professional attitude.
This document discusses personal grooming and professionalism for careers in aviation and hospitality. It provides details on personal qualities like patience, physical fitness, and language skills needed for these industries. Specific grooming routines are outlined for skin, hair and exercise. Home remedies for skin and hair are also included, as well as a sample weekly menu and exercise plan. The importance of presenting oneself professionally in interviews is emphasized.
The document discusses the importance of grooming and professional appearance. It states that grooming enhances appearance and professionalism, and that appearance influences others' opinions. The document provides guidelines for different aspects of professional grooming including overall cleanliness, hair, nails, teeth, makeup, accessories, and appropriate dress codes for men and women. It emphasizes dressing appropriately for the workplace in dark, conservative colors and styles.
The document outlines a student's grooming assignment presentation on various topics related to personal grooming. It discusses qualities required for aviation and hospitality jobs, grooming techniques for skin, hair, diet, and why presenting professionally in interviews is important. The student thanks their teacher for guidance on the project and covers learning objectives related to grooming best practices.
1. The document is an assignment on grooming from Chandan Hazra's training at the Frankfinn Institute of Air Hostess Training in 2016.
2. It discusses techniques for maintaining healthy skin and hair, a weekly diet plan and exercise regimen, and the importance of presenting professionally in an interview.
3. Chandan expresses gratitude to her teacher, Manisha Gupta, for providing guidance to help her learn grooming and personality development skills necessary for her career.
The document provides guidelines for proper etiquette when dining in a business setting, including waiting to start eating until everyone is served, keeping your cell phone away during meals, and letting the host begin business discussions. It also outlines the formal place setting with utensils ordered from the outside in and explains starting with the utensils farthest from the plate and using one utensil per course. Proper dining etiquette is important when having business meals to maintain professionalism.
This document is a student's assignment on personal grooming and fitness. It discusses techniques for maintaining healthy skin and hair, including tips for different skin and hair types. It also outlines qualities needed for careers in aviation and hospitality. The student analyzes their own skin and hair, noting they have combination skin and normal hair. They acknowledge being overweight and provide a planned exercise regime. Overall, the document covers best practices for personal hygiene, appearance, and health maintenance.
This document provides grooming tips for men and women in a professional workplace setting. It emphasizes the importance of making a good first impression through proper grooming and attire. Key recommendations include wearing simple, conservative clothing in neutral colors without loud patterns; well-fitted pants and shirts that are wrinkle-free; closed-toe leather shoes that are polished; and minimal, traditional jewelry. Proper grooming involves being clean-shaven with well-manicured nails. The goal is to dress appropriately for the position in a way that will be judged positively within the first 30 seconds to 4 minutes of meeting others.
The document discusses various types of etiquette including social, corporate, family, office, telephone, business meeting, driving, interview and general etiquette. It provides guidelines on proper manners and behavior in different scenarios such as arriving on time, being respectful, using good posture, sending thank you notes, avoiding distractions while driving, and more. The overall message is on cultivating proper etiquette, manners and respectful behavior in all aspects of life.
Lipika Ramshetty attended a grooming presentation where she learned about personal grooming, qualities needed for the aviation and hospitality industries, and weight management. The presentation covered skin and hair care routines, including moisturizing, cleansing, and conditioning. It also discussed diet, exercise, and maintaining a healthy weight. Lipika demonstrated manners, etiquette, and communication skills to a professional panel. She thanked her instructor for helping her understand the importance of grooming to succeed in the service industry.
The document discusses the importance of personal grooming and presentation. It states that appearance can influence customer decisions and perceptions of professionalism, intelligence, and credibility. Proper grooming involves cleanliness, well-kept hair, nails, teeth, and attire. Guidelines are provided for both males and females on hair, facial hair, nails, teeth, shoes, accessories, uniforms, and makeup. The document emphasizes maintaining a neat and tidy appearance.
This document provides grooming and appearance standards for professional dress. It recommends that dressing professionally impacts how one is perceived by colleagues and customers. For men, it suggests keeping hair neatly trimmed and facial hair well-groomed, wearing well-fitting clothes that are pressed with simple accessories like watches. For women, it advises keeping hair and makeup conservative and professional with accessories kept minimal. The document emphasizes the importance of dress reflecting confidence and ambition without being flashy.
The document provides etiquette guidelines for conducting business in Denmark. It discusses greetings, business meetings, negotiations, table manners, gift giving, dining, dress code, and gender issues. Business cards are exchanged and appointments are necessary. Communication is direct and decisions are made after consulting all involved parties. Equality is important in Danish culture and women are highly respected in business.
The document discusses the importance of good grooming. Good grooming involves taking care of one's appearance and hygiene. It creates a positive first impression and conveys confidence. Some aspects of good grooming include being neat, tidy, and carefully dressed with clean hair, nails, teeth and body. Good posture, body language, and demeanor are also part of presenting oneself in a well-groomed manner. Maintaining a well-groomed appearance builds respect and confidence.
This document provides etiquette guidelines for electronic communication, networking, dining, and professional attire. It emphasizes being brief, clear and respectful in emails and other communications. When dining professionally, guidelines include waiting to order, passing food politely, using utensils properly, and having good table manners. Proper professional attire is conservative, well-groomed and situationally appropriate. The purpose of etiquette is to make others feel comfortable and respect privacy and time.
Business etiquette is a set of manners that is accepted or required in a profession. Often upheld by custom, it is enforced by the members of an organization. Those who violate business etiquette are considered offensive. The penalty for such behavior frequently lies in the disapproval of other organization members
The document provides guidance on various aspects of professionalism and effective communication, presentation, and decision-making. It outlines best practices for appearance, etiquette, communication strategies, overcoming barriers, leadership, stress management, interviews, rejections, and decision-making. Key recommendations include dressing professionally, practicing active listening, emphasizing positivity, setting goals and priorities, delegating tasks, managing stress through exercise and relaxation, sending thank you notes after interviews, staying positive despite rejections, gathering all relevant facts before deciding, and monitoring decisions made.
This document defines workplace etiquette and manners. It discusses that etiquette establishes rules for socially acceptable behavior and is derived from French meaning "ticket" to getting things you want. Good etiquette distinguishes humans from animals. Maintaining etiquette avoids negative confrontation, politics, tensions and conflicts while promoting effective communication, organization, employee satisfaction, productivity and a stress-free workplace. Basic etiquette includes exhibiting a positive attitude, using good eye contact, appropriate introductions with titles, rising during introductions, listening skills, respecting others, monitoring conversation volume, maintaining privacy, avoiding interruptions and gossip. Making a positive impression involves arriving on time, exercising maturity, respecting others' expertise, proper posture, using manners like "please
Etiquette in Corporate/Business life. How to deal with client. How to maintain the etiquette in life. How etiquette works. Why etiquette is essential. Etiquette in deferents part of life. Steps of etiquette for dealing.
This document discusses professional grooming, etiquette, and dress codes. It provides tips for appropriate business attire including being well-groomed, dressed appropriately for your role and gender, and wearing clean and well-maintained clothing. Etiquette tips are given for phone, meeting, social, and business situations focusing on polite behaviors, introductions, listening, and using manners. Guidelines are outlined for both men's and women's professional dress and etiquette standards.
- The document is a grooming project assignment submitted by Manohar Ray for his Frankfinn Diploma in Aviation, Hospitality and Travel Management.
- It discusses the personal qualities, grooming treatments, skin care techniques, hair care techniques, suitable diet, personal hygiene, and more that are important for working in the aviation and hospitality industries.
- Manohar expresses gratitude to his grooming teacher Mrs. Piyali Mukherjee for giving him the opportunity to do this project and helping him improve his grooming.
This document provides guidance on personal hygiene, grooming, conversational skills, telephone etiquette, and attributes for food and beverage service personnel. Key points include maintaining clean hair, nails, clothes and shoes. Proper grooming involves being clean shaven or having a trimmed beard for men. For conversations, maintaining eye contact, asking open-ended questions, and listening are important. Telephone etiquette requires speaking clearly and respectfully. Attributes of good service staff are daily showers, clean uniforms, and knowledge of food and drinks served.
The document provides information about grooming skills required for careers in the aviation and hospitality industries. It discusses the importance of maintaining good hygiene, hair care, skin care, use of makeup, managing weight and diet, tying scarves properly, and dressing appropriately for work. Key qualities needed include patience, confidence, physical fitness, good communication skills, and a professional attitude.
The document provides guidelines for food and beverage service personnel regarding professionalism. It discusses three key elements of professionalism: physical projection, verbal projection, and conduct/behavior.
For physical projection, it emphasizes the importance of uniform and grooming standards like being cleanly dressed and keeping good posture. Verbal projection discusses communicating respectfully with clear speech and active listening. Conduct/behavior outlines maintaining proper hygiene and avoiding distractions while serving customers. Complaints should be handled by apologizing, understanding the customer's perspective, and using the feedback to improve service.
1st lecture. personality grooming by mam ume amunPAF-KIET
This document provides information on the importance of personal grooming and presentation. It discusses what grooming is, reasons for grooming such as boosting confidence, and grooming essentials. Specific grooming tips are provided for hair, nails, clothing, body language, voice, and etiquette to make a positive first impression and presentation of oneself. Maintaining good personal grooming habits can influence how others perceive you in terms of professionalism, intelligence, and credibility.
This document provides guidance on how to be an effective service and sales achiever. It discusses the importance of professional appearance and grooming. It outlines best practices for interacting with customers, including greeting them warmly and focusing attention on understanding their needs. The document also describes how to engage customers, such as being attentive and acknowledging them. It provides tips for different stages of the sales process like questioning customers to uncover their needs and offering alternatives. It emphasizes closing the sale professionally and inviting customers to return.
Here are some tips for preparing behavioral interview answers:
- Think of 3-5 accomplishments from previous jobs that demonstrate the skills required for the position. Be ready to give examples of how you exhibited these skills.
- Consider core competencies like leadership, communication, problem-solving, teamwork. Think of examples that showcase these abilities.
- For each example, follow the STAR method: Situation (context), Task (objective), Action (what you did), Result (outcome). This structures your responses.
- Practice your examples out loud. Record yourself and review for filler words, rambling, confidence. Get feedback from others.
- Be honest but put your best foot forward. Don't share negatives unless
This document provides information about supporting personal care needs, including hygiene practices and tasks. It discusses cultural factors that may impact care, activities of daily living related to hygiene, purposes of hygiene and bathing, and the effects of neglecting personal hygiene. Guidelines are provided for showering, oral hygiene, denture care, eye care, and mouth care for debilitated clients.
Personal hygiene and grooming make an immediate impression on others and can influence how one is perceived. There are four key areas of hygiene and grooming: cleanliness, hair, nails, and personal hygiene habits. Maintaining high standards of hygiene and grooming through practices like regular bathing, dental hygiene, and well-groomed hair and nails leaves a good impression on customers and shows that an organization values cleanliness.
This document discusses the importance of grooming and personal appearance for making a good first impression. It states that initial perceptions formed within three seconds are based 93% on appearance, body language, and tone of voice. Proper grooming involves keeping hair, nails, teeth, and attire clean, tidy and pleasant. The document provides tips for men and women on appropriate professional attire and accessories for interviews and work. It emphasizes that first impressions affect how people judge one's professionalism, sophistication, intelligence, and credibility.
This document provides tips for dressing appropriately for a job interview. It recommends wearing a conservative dark suit with solid colored shirt and tie for men, and a skirt suit or pantsuit in dark colors for women. Hair, makeup, jewelry, and other accessories should be simple and conservative. Shoes should be professional, comfortable dress shoes that are polished. Proper dress and grooming make a good first impression within the first 12 seconds of meeting the potential employer.
Manners and etiquette are important in social interactions. The document discusses various types of manners including table manners, telephone manners, sitting manners, and business meeting etiquette. Good manners involve behaving respectfully towards others through practices such as chewing with your mouth closed, using proper utensil technique, making eye contact, being punctual, and actively listening without interruptions. Manners help people feel comfortable and confident in social and professional settings.
Lipika Ramshetty attended a grooming presentation where she learned about personal grooming, qualities needed for the aviation and hospitality industries, and weight management. The presentation covered skin and hair care routines, including moisturizing, cleansing, and conditioning. It also discussed diet, exercise, maintaining a healthy weight, and professional etiquette such as being polite, punctual, and a good listener. Lipika thanked her instructor and said she now understands the importance of grooming for success in the service industry.
Lipika Ramshetty attended a grooming presentation where she learned about personal grooming, qualities needed for the aviation and hospitality industries, and weight management. The presentation covered skin and hair care routines, including moisturizing, cleansing, and conditioning. It also discussed diet, exercise, and maintaining a healthy weight. Lipika demonstrated manners, etiquette, and communication skills to a professional panel. She thanked her instructor for helping her understand the importance of grooming to succeed in the service industry.
Lipika Ramshetty attended a grooming presentation where she learned about personal grooming, qualities needed for the aviation and hospitality industries, and weight management. The presentation covered skin and hair care routines, including moisturizing, cleansing, and conditioning. It also discussed diet, exercise, manners, etiquettes, and concluding that grooming is important for success in the service industry.
Lipika Ramshetty attended a grooming presentation where she learned about personal grooming, qualities needed for the aviation and hospitality industries, and weight management. The presentation covered skin and hair care routines, including moisturizing, cleansing, and conditioning. It also discussed diet, exercise, maintaining a healthy weight, and professional etiquette such as being polite, punctual, and a good listener. Lipika thanked her instructor and said she now understands the importance of grooming for success in the service industry.
The document discusses the importance of personal hygiene and maintaining cleanliness. It defines personal hygiene as cleaning all parts of the body from head to toe. It lists the purposes of personal hygiene as staying clean, healthy and removing dirt and germs. Some healthy habits discussed include bathing daily, brushing teeth twice a day, washing hands before eating, cutting nails short and keeping hair clean. Consequences of poor hygiene are discussed as increased risk of infections, diseases and social isolation.
This document provides guidance on developing strong customer service skills. It discusses the importance of first impressions through proper grooming and uniform. It also emphasizes treating customers with courtesy using polite phrases and actively listening without arguments. Developing a positive attitude through self-confidence and avoiding stereotypes is key. Always acting with honesty, integrity and accountability helps ensure ethical customer interactions.
Personal grooming and appearance are essential for working in the aviation and hospitality industries. Maintaining good hygiene, dressing professionally, and paying attention to details like hair, nails, teeth and attire help make a strong first impression and influence how people perceive you. Proper grooming habits demonstrate traits like professionalism, intelligence and credibility that are important in these customer-facing roles. The document provides extensive guidelines on maintaining a neat appearance, from dressing appropriately to practicing good hygiene.
The document discusses etiquette and professional behavior in the workplace. It provides tips for proper etiquette in areas like dress, communication, meetings, and interactions with coworkers. Maintaining good etiquette is important for building strong relationships, creating a positive work environment, and presenting a good professional image. Etiquette helps prevent misunderstandings and disrespect among colleagues. Some key points include dressing appropriately for the workplace, using polite communication, being punctual and respecting others' time and privacy, and avoiding gossip or negative behaviors.
Similar to Power presentation prepared by ambrish rai trainer hospitality (20)
Ambrish Rai is a corporate trainer, executive coach, and management consultant with over 9 years of experience training in sales, customer service, soft skills, and hospitality management. He has facilitated training programs across various industries for clients like Intex Technologies, CEAT Tyres, and Manapuram Gold Loan. Ambrish specializes in areas like communication skills, leadership, customer relations, and presentation skills. He holds a Bachelor's degree in Hotel Management and certifications in training facilitation and learning and development management.
This document provides a list of golden phrases for telephone operators or receptionists to use when assisting callers. Some key phrases include greeting the caller, asking how they can be assisted, transferring calls, informing callers that an extension is busy and asking if they would like to hold or leave a message, taking a message, asking the caller to speak up if the line is unclear, informing callers of business hours, and thanking callers for holding or calling.
The document discusses the results of a study on the effects of a new drug on memory and cognitive function in older adults. The double-blind study involved giving either the new drug or a placebo to 100 volunteers aged 65-80 over a 6 month period. Testing showed those receiving the drug experienced statistically significant improvements in short-term memory retention and processing speed compared to the placebo group.
This chapter provides an overview of the history and development of the hotel industry. It discusses some of the pioneering hoteliers who helped shape the modern industry, such as E.M. Statler, Conrad Hilton, J. Willard Marriott, Kemmons Wilson, and Ray Schultz. The chapter also introduces key concepts such as hotel classification systems and trends driving growth in the industry. It emphasizes that understanding the history and foundations of the hotel industry can help students with their career planning and development.
Daily task list sample for front office assistantsAmbrish Rai
The daily task list outlines the front office assistant's responsibilities during the morning shift from 7:00-16:00. Key tasks include attending morning briefings, taking over cash floats and messages from night staff, ensuring cleanliness and stocking of lobby areas, checking reservations and guest profiles, handling check-ins and check-outs, following up on departing guests, and preparing reports. Administrative duties like replying to emails and updating guest profiles are also assigned specific time blocks.
The document discusses the classification of different types of wines, listing them as table wines, sparkling wines, fortified wines, and aromatised wines, repeating this classification system in multiple sections.
Human resource and training responsibilitiesAmbrish Rai
The document outlines the responsibilities of an Assistant Manager Training position. Key responsibilities include:
1) Developing and implementing training plans aligned with business strategies and conducting management skills training.
2) Ensuring employees attend all legally required training and maintaining training records.
3) Conducting new employee orientations and customer service training, then analyzing customer service results monthly.
4) Assisting department heads with employee issues and discipline matters.
This document outlines three upcoming events - a fire drill training on December 21st, 2015, a CSR activity on January 1st, 2016, and a fire drill for evacuation on January 31st, 2016. The document schedules a fire drill training, a corporate social responsibility event, and a fire evacuation drill over the coming months.
Varanasi is an ancient city in northern India situated along the banks of the Ganges River that is regarded as the spiritual capital of India. It is home to over 2,000 Hindu temples, including the famous Kashi Vishwanath Temple dedicated to the Hindu god Shiva. Pilgrims flock to Varanasi to bathe in the sacred waters of the Ganges River and perform funeral rites, believing it brings salvation from the cycle of life and death.
The document is a handbook for employees of the Ramada Plaza hotel. It includes sections on the hotel's ownership and management structure. It provides details on hotel facilities like the number of rooms on each floor, room amenities, and restaurant/bar facilities and menus. It outlines policies on employee check-in/out, leave, and etiquette. The document aims to orient new employees on all aspects of working at the Ramada Plaza hotel.”
This document provides instructions for completing a survey that asks employees to rate their level of satisfaction or agreement with 50 statements about their work. It instructs respondents to circle a number from 1 to 5 to indicate their opinion, with 1 being very satisfied/strongly agree and 5 being very dissatisfied/strongly disagree or not applicable. The statements cover topics such as feeling a sense of personal accomplishment, trust in management, understanding performance expectations, fairness of evaluations, feedback, understanding of quality measures, teamwork, use of skills, training, continuous improvement, work environment, respect, health and safety, initiative, responsiveness, leadership, non-discrimination, emphasis on quality and continuous improvement, involvement in decisions, cost control,
The document provides an overview of an induction program for new employees at Ramada Plaza JHV hotel. The agenda covers topics such as the Wyndham Worldwide brand, the hotel's mission and culture, an introduction to departments and roles, and company policies. Employees will learn about the leadership team, facilities and amenities offered at the property like meeting spaces, restaurants, and a fitness center.
This interview appraisal form contains sections to evaluate candidates on their family background, academic and professional performance, management skills, personal traits, communication skills, creativity, hobbies, and general appearance. Interviewers assign marks out of 100 total based on the candidate's performance in each section and provide general remarks to substantiate the overall rating and note strengths and weaknesses.
The document outlines the housekeeping department of a hotel. It includes an introduction to the major functions of the department, which includes housekeeping of public areas, guest floors, laundry, lost and found, and more. It also includes information about shift timings, hotel room details like number of rooms and room types, policies around do not disturb signs and double locked rooms, and important dos and don'ts for the department.
This personal data form collects an individual's personal and employment details including full name, addresses, contact information, family details, education history, and previous employment history. The form requests information such as date of birth, blood group, religion, marital status, spouse and child details, relative employment information, education qualifications from matriculation onwards including subjects studied and grades/percentages. It also asks for a chronological employment history detailing employer name, positions held, reporting manager, salary, and reasons for leaving each role. An emergency contact name and number is also collected.
This feedback form asks a hotel induction program participant to rate various aspects of the program using a scale of 1 to 5. It requests the participant to evaluate criteria like the duration, relevance, trainer's style, session structure and content, exercises, and overall session. Additional questions gauge the participant's key learnings, best part of the program, whether the session met its objectives, and if they feel more confident. Space is provided for suggestions to improve future sessions.
This document provides instructions for completing a survey about an employee's satisfaction with various aspects of their job and workplace. It explains that respondents should circle a number from 1 to 5 to rate statements about their work, with 1 being very satisfied/strongly agree and 5 being not applicable or do not wish to answer. The survey then lists 50 statements covering topics like personal accomplishment, trust in management, feedback, resources, rewards, leadership, and workplace environment that respondents are asked to rate.
This exit interview form collects information from an employee leaving their position at the Ramada Plaza JHV. It asks about the employee's reason for leaving, whether they have accepted a new position, and how their new role compares. It also inquires about the employee's relationship with their supervisor, what they liked and disliked about their job, and recommendations for improving the department and hotel as a workplace. Completing the form is voluntary.
This document provides definitions and explanations of various terms related to the hospitality industry. It defines concepts like adding value, adventure tourism, amenities, and continuously rendered services. It also explains terms such as excursionist, front of house staff, high-touch services, and hospitality. Additional terms defined include intangibility, inseparability, perishability, point of contact, product formation, and service brigade.
This document contains 20 interview questions for a position in the hospitality field. The questions assess leadership style, ability to provide suggestions and handle difficult customers, experience in hospitality, strengths, weaknesses, challenges, ability to work under pressure, defining key hospitality terms, and understanding of adding value and accommodation. The interviewer seeks to understand the candidate's qualifications and fit for the role.
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
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Power presentation prepared by ambrish rai trainer hospitality
1. Power Presentation prepared by
Ambrish Rai Trainer Hospitality
contact no-09198714901
email-
ambrish.rai10@gmail.com
TOPIC PERSONAL HYGIENE IN HOTEL
FRONT OFFICE
HOUSEKEEPING
FOOD & BEVERAGE- SERVICE
FOOD & BEVERAGE-PRODUCTION
2. Reason for losing Customers
CUSTOMER SERVICE
Note
10 Satisfied Customer → Atleast 5 more customers
1 Unsatisfied Customer → Loss of 10 customers
Death - Cannot Control
Change jobs - Cannot Control
Cost - Cannot Control
Unhappy with service & poorly handled by the staff – CONTROL THIS!
3. IMPORTANCE OF CUSTOMER SERVICE
All of us have customers who depend on us and whom we have to keep satisfied.
Customers are people whom we serve.
Customer Service is important because
CUSTOMER SERVICE
↓
↓
↓
↓
↓
EXCELLENT CUSTOMER SERVICE
CUSTOMER SATISFACTION
MORE CUSTOMER
MORE BUSINESS
MORE PROFIT
INCREASE IN WAGES
4. Reason for losing Customers
CUSTOMER SERVICE
Note
10 Satisfied Customer → Atleast 5 more customers
1 Unsatisfied Customer → Loss of 10 customers
Death - Cannot Control
Change jobs - Cannot Control
Cost - Cannot Control
Unhappy with service & poorly handled by the staff – CONTROL THIS!
5. HOW CAN YOU GIVE THE CUSTOMER WHAT HE WANTS?
SERVICE
CORRECT &
WARM ;
ENSURING
SATISFACTION
OF THE
CUSTOMER
SERVED
PRODUCT
TIMELY, SAFE,
TASTY &
NUTRITIOUS
FOOD
CUSTOMER
WANTS
HOSPITALITY
treat the customers
well
e.g.
greet with a smile,
use words of
politeness,
follow ‘ladies first’,
use the names of
regular customers
offer to assist with
opening doors, pulling
chairs, carrying bags,
etc.
PROCEDURES
do your job correctly
e.g.
be punctual on your job
know the menu,
keep counter clean,
use correct service
cutlery,
set-up tables correctly,
serve water correctly,
clear table correctly,
etc.
CUSTOMER
SERVICE
CUSTOMER SERVICE
WHAT CUSTOMER WANTS?
6. HYGIENE
DEFINITION
Hygiene can be broadly defined as a science to avoid illness.
KNOW YOUR HYGIENE
H
Y
G
I
E
N
E
AVE YOU WASHED YOUR HANDS
OUR CUSTOMERS HEALTH IS IN YOUR HANDS
ERMS ARE CARRIED ON DIRTY HANDS
S YOUR OVERALL CLEAN
ACH CUSTOMER DEPENDS ON YOUR CLEANLINESS
EVER SMOKE WHILE IN THE CATERING PREMISES
VERY PIECE OF EQUIPMENT MUST BE REGULARLY CLEANED
7. Hand washing with soap is the most simple, and cost effective measure for
infection control, because transmission of infection by hands is the most
important route. Under ideal circumstances, hands should be washed at a basin
with running water for at least 10 seconds.
Hands can be wiped dried by either using disposable tissues or clean hand towel.
HAND WASHING
Steps of Effective Hand washing :
Step 1 - Wash palms and fingers
Step 2 - Wash back of hands
Step 3 - Wash fingers and knuckles
Step 4 - Wash thumbs
Step 5 - Wash fingertips
Step 6 - Wash wrists
8. HYGIENE PRACTICES - PERSONAL
(In Work Area)
Always Wear Clean Uniform
Keep Hair Covered
Wash Your Hands After Using The Toilet And Blowing Your Nose
Use The Hand Basins For Personal Use - Not The Sinks
Don't Touch Teeth, Nose, Ears Or Hair
Do Not Cough Or Sneeze Over Food
Don't Place Outdoor Clothing, Shoes, Handbags, Etc In Food
Preparation/Service. Areas
Cover All Cuts With Waterproof Dressings
If Unwell, Report To Dr. Immediately, Get Clearance Before Reporting
9. Keep Hot Food Hot - Above 630 C
Keep Cold Food Cold - Below 80 C (Ideal - 50 C)
Keep Dirty Cutlery and Crockery Separate From Clean Ones
Do Not Hold Dirty C & C or Soiled Linen For Long - Send For
Cleaning
Handle Food As Little As Possible
Keep Food Counters and Sideboards Clean
HYGIENE PRACTICES - FOOD SERVICE
10. 1Hair to be maintained trim, short, comb properly. Shampoo daily, have a
hair cut once a month or more often if required. If prone to dandruff or any
other kind of scalp infections – get medication immediately.
2Brush teeth and clean tongue regularly twice a day, in the morning and
before going to sleep and wherever so possible after every meal so that
when serving guests you have fresh breath.
3Shave every day before leaving for work, shave clean in one direction,
from up to downwards & not in opposite direction. See that there are no
shaving shadows.
4Have bath at least once a day, if possible twice, once in the morning and in
the evening after going home, taking care that – you use adequate soap and
water to do so – warm water is preferred over cold water since it is more
effective in getting rid of all bacteria and / or soil clogging your skin pores.
Pay special attention to skin in armpits, since it has maximum no. of sweat
glands which in turn causes higher presence of bacteria that cause body
odour.
Grooming
11. 5. Body odour : Use a good deodorant or a very light perfume.
6. Care of Hands and Feet : Hands should be well kept and nails to be
manicured regularly. Nail should be maintained till the point of being joint
with finger skin and well shaped - rounded. Nails should be cleaned and
free of dirt – use a hand brush or a toothbrush kept for the purpose.
Similarly, feet should also be maintained. In case of open footwear, ensure
no dead skin at the heels
7. Uniform & Clothes - Wear clean laundered undergarments always. Wear
clean and well-ironed uniform / civil cloths. See that it is not torn or cut,
buttons should be of the same design & color, stitched well & should not be
missing. Shirt & trousers must be properly fitting. See that all the cufflinks
are present. Wear a simple black / brown belt if required.
8. Footwear - Wear clean & well fitting black socks. It should not be torn,
launder them every day. Wear clean, black shoes, with black laces, with
low heels and rubber / PVC sole or safety shoes as provided / prescribed
by organization. Polish them each day, dry once in a week in sun – this
helps to remove any kind of odour caused by bacterial growth. Thick
sports socks must be used only with keds and not with leather shoes. Do
not wear uniform shoes / trousers outside duty hours / work premises.
Grooming
12. 9Handkerchief : Use only freshly laundered, good quality, absorbent
handkerchiefs. Also refrain from straightening your handkerchiefs in public
view.
1Wallet : Those in the habit of carrying a wallet should invest in a slim
leather wallet of good quality and it should not bulge.
1Accessories - Anything more than a ring [wedding ring] and a watch should
not be worn.
LLADIES – Hair - No fashionable hairstyles but should be neat with no loose
hair. If hair is long keep it nicely tied up into a braid or a wrapped up style.
Short hair should be combed regularly to keep it looking neat and tidy. Make
Up - Should be bare minimum & understated. Lipstick should suit the
individual skin and complexion type – no bright[red, bright maroon, baby
pink, purple] colours or high frost evening shades please. Do not use of any
coloured nail-polish. Jewelry should be minimum – one ring, a neck-chain
and a watch is suggested.
Grooming
13. 1Thank you: When somebody helps in some way. This is a very pleasing
word. Use it without failure on all potential occasions. For added impact
one may say ‘Thank you Sir / Madam, Thank you very much’ – the
emphasized repetition makes the statement more sincere.
2Pleasure It is customary to say ‘Please do not mention it’ or ‘You are
welcome’ or ‘Pleasure’, when somebody says ‘Thank you’ – with juniors /
colleagues, one may say ‘You are welcome’ while with elders and guests,
please say ‘It was a pleasure’ or ‘the pleasure was entirely ours’ with very
sr. personnel / VIP guests
3Excuse me Sir / Madam : To draw somebody’s attention to self or to excuse
oneself on minor intrusions like sneezing or coughing, just ‘excuse me’.
Make sure that you do not interrupt a guest to draw his attention. E.g. – two
guests Mr.A & Mr.B could be speaking to each other and you need to draw
the attention of Mr.A – do not just walk up too close / just walk up and say
‘excuse me Sir’ – go near them and wait for a pause in the conversation –
then say ‘Excuse me, Mr.B, but I needed to speak to Mr.A’ – make sure
you address Mr.B since he is the one who will be unattended while you
speak to Mr.A.
Etiquette & Communication
14. 4Please: with questions and requests.
5Sorry: Whenever you commit a mistake like bumping into someone, not
being able to hear something addressed to you. For added impact one may
say ‘Sorry Sir / Madam, I am really sorry’ – the emphasized repetition makes
the statement more sincere.
5 [How] May I help you Sir / Madam? : These words do tell that we are
available to guide / assist guests. Use of ‘How’, specially when answering
phones, makes the question an open one, requesting for a specific reply from
the guest – E.g. – if you ask him / her just ‘May I help you Sir / Madam?’ – he /
she would generally say ‘Yes / No’ but if you asked instead ‘How May I help
you Sir / Madam?’ – he / she would generally reply with a specific request
such as ‘Could you guide me to the cloakroom please?’
6I Vs. We : whenever speaking on behalf of your organization, please use
‘we’ rather than ‘I’, but in cases of accountability, such as tasks not
accomplished, etc., to accept responsibility, one must say ‘I’.
Etiquette & Communication
15. Do not speak loudly – speak softly but audibly – if you are loud, you may perceived
as disrespectful and if not audible then as shy and / or nervous. Sometimes a guest
may be sharing with you something confidential and may speak very softly – please
reply similarly.
Do not laugh – smile
If need to convey something to a colleague at the other side of the room urgently
and cannot go near him – try using sign language
Don’t speak too fast – guest may not be able to make out what you are saying or
you may not have thought before saying something or the guest may get the idea
that you are in a hurry
volume!
16. Always wish everyone who you come in contact with in the Store, even if they are
not your seniors / guests / friends / colleags as per the time of the day, and
maintain eye contact while doing so, as:
Time
When you
meet
When you leave
12.00 p.m. or 24.00 hrs. or midnight to
12.00 a.m. or 12.00 hrs. or midday
Good morning Have a nice day / afternoon
12.00 a.m. or 12.00 hrs. or midday to
04.00 p.m. or 16.00 hrs.
Good afternoon Have a nice evening
04.00 p.m. or 16.00 hrs. to
12.00 p.m. or 24.00 hrs. or midnight
Good evening Good night
Before weekend / while going on leave /
Vacation
- Have a nice weekend / Vacation
Greetings / Wishing
17. LListening Skills
1. Limit Talking
2. Ask Questions
3. Get Involved
4. GOLDEN RULE – GET INFORMATION – DO NOT LET OUT
UNNECESSARY INFORMATION. E.g. – If you receive a ‘wrong no.’ on the
phone, just say ‘I am sorry, you have an incorrect no.’ do not say ‘no-no,
this is QSR, we serve Indian Fast Food, this is located in Mumbai Central….’
5Never interrupt if anyone is talking to you and you want to say something –
however ‘right’ you may be – wait for a pause in the conversation to say it.
Listening
18. The following phrases should always be avoided :
Do not say ‘Guy’ – Say ‘Gentleman’
Do not say ‘Female’ – Say ‘Lady’
Do not say ‘Of Course’ – Say ‘Surely / Certainly’
Never Swear or use Bad words – not even ‘Sh_ _’ in the store – even if you are sure
that there are no guests in hearing distance.
Do not say ‘Yeah’ – say ‘Yes’
Do not say ‘Hi’ – wish properly
Do not say ‘Bye’ – wish properly
Avoid mumbling ‘welcome’ – say completely ‘you are welcome’ or to sr.s say ‘it was
a pleasure’ – it sounds more sincere and warm.
‘no-no’ phrases
‘I do not Know’ – say ‘Sir / Madam, may I please check with my Sr.?
What To Avoid ?
19. 1FACE
Always Smile – preferably with little teeth exposure
Maintain eye contact with opposite person whenever communicating with
him / her. Shifting eyes are not always construed as a sign of shyness – it
could also convey a lack of interest or of having something to hide.
2Handshake
Whenever shaking hands with anyone, make sure that your hands are not
clammy – it is distasteful to the opposite person
bAlways offer your right hand palm open with all fingers together ensuring
that it is offered sideways and not facing up or down [facing up - it signifies
lack of self esteem; facing down – it signifies a domineering personality]
cWhen shaking hands, ensure that the clasp is between the palms and not
just fingers.
dThe pressure of the clasp should not be limp and at the same time not bone
crushing either!
NON VERBAL / Body Language COMMUNICATION
20. BBody Posture & gestures
aDo not chew your lips or brush your hair or touch your ears / nose, etc.
when speaking to a guest – it conveys either lack of interest because of
preoccupation or nervousness / tension.
bDo not fold your arms in front of your chest – it implies a closed mind.
cDo not stand with one or both of your hands on your hips – it implies a
confrontational mood.
dDo not slouch sideways or your back when conversing with anyone – it
projects a casual attitude – specially if you also cross your legs when doing
so or lean on something.
eIdeally stand straight with weight distributed equally on both legs placing
them comfortably apart; hands may either be clasped together behind you or
in front or be left in a comfortable stance on the sides.
NON VERBAL / Body Language COMMUNICATION
21. When pointing out someone to a guest or directing him / her make sure
that you do not use just a finger to do so – use your entire palm with all fingers
pointing towards the person / area – it is more polite.
To express understanding of what the guest is saying to you, nod and / or
say ‘right Sir / Madam or yes Sir / Madam’ at regular intervals during the
conversation ensuring that you are not doing so by interrupting the guest
specially when you are using the verbal mode of confirmation – do it at the
end of statements or whenever the guest pauses.
Do not hurry in the store – walk firmly but with a normal, natural pace – too
fast may end up in an accident or an nervousness and / or ‘coming on too
strong’ signal to a guest and too slow may signify to him your lack of interest
in him.
Personal Space – Every human being needs some amount of personal
space around them – depending on the individual and situation it may be high
or low – for service personnel interacting with guests – it is advised that on not
less than 2 feet and not more than 5 feet be maintained – if you go too close
you may be threatening his personal space and if you are too far, you may
hinder making proper contact with the guest even if you are audible when
speaking to him / her.
NON VERBAL / Body Language COMMUNICATION
22. O DO’S & DON’T’S – General Etiquette
1. Always remember that the guest / customer / client (the best term is
guest) comes first and is always right.
2. Be punctual – if late you may not have enough time to present yourself
well groomed
3. If in a narrow guest area – ensure you move out of the way and let the
guest move in / out first.
4. Remember to open doors and pull and rearrange chairs for guests –
these are common service courtesies.
5. Offer to help ladies or elderly guests struggling with their baggage by
saying ‘May I carry that for you Sir / Madam’
OTHER DO’S & DON’T’S – general etiquette
23. 1. Sometimes you may realize through overhearing celebrations, etc. that
it is a guest’s birthday / wedding anniversary – it will be considered natural
and warm on your part to wish him / her.
2. Wishing on festivals / national days is also considered to be a sign of
hospitality & welcome.
3. Do not act too familiar with children who may have come with guests –
do not pick them up / touch them unless if the guest has requested you for
help of the nature.
4. Never Smoke in or in the visible vicinity of the store. If you have had a
smoke, before reporting back, ensure that your hands / breath / clothes
are not smelling of smoke.
1.
OTHER DO’S & DON’T’S – general etiquette
24. 5 Do not argue with or in front of guests.
6 Do not carry on conversations with your colleagues in guest areas
unless strictly a work requirement
7 Keep personalities out of work place. Understand and accept that you
are working in a professional environment and not a personal one –
personal grudges can result in more than glum faces – it could result in
lack of coordination between you and another personnel which may lead
to serious lapses in work.
8 Do not receive personal calls in work areas unless an emergency
9 Do not receive friends in work areas – guide them to a staff area after
excusing yourself to a sr.
1Do not eat anything in work area.
1Do not look glum if a guest doesn’t tip you. Tips should not be taken for
granted!
OTHER DO’S & DON’T’S – General Etiquette