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Hospitality Basic Attitude. Body language. Negative Body Language. Slumped posture Cracking fingers Walking quickly One raised eyebrow when listening Strolling (leisurely walk) Head tilted when listening Jingling change in pocket Arms crossed Pointing at person being spoken to - PowerPoint PPT Presentation
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BODY LANGUAGEBODY LANGUAGEHospitality Basic Attitude
Negative Body LanguageNegative Body Language→Slumped posture→Cracking fingers→Walking quickly→One raised eyebrow when listening→Strolling (leisurely walk)→Head tilted when listening→ Jingling change in pocket→Arms crossed→ Pointing at person being spoken to→Eyes half closed
Impatience CluesImpatience CluesContinual nodding communicates
impatience. Leaning back or stepping away. Turning their body away from you Pushing away from their tables. Gathering up papers. Closing their cases while you are still
talking. Looking at their watches repeatedly.
StandingStandingMake sure you are standing
appropriately.Stand straight with both legs
in straight positionArms beside or connected
in front of you, not crossed or behind you.
Never lean back while standing in front of the guest.
Never put your hands in your pockets
TalkingTalkingMake sure that your voice tone is not so
high, not so low, not so fast and not so slow.Ensure eye contact while speaking to the
guest an show a suitable facial expressions during your conversation with the guest.
Use suitable respectable expressions or words.
Speak clearly and show interest to the guest conversation.
ListeningListeningListen carefully to all what the guest says.Use eye contact.Use your facial expressions while listening.Use nodding as a sign of your listening.Ask questions to confirm your
understanding.Wait until the guest finish their
conversation, then answer or ask permission to leave.
WalkingWalkingBeing in hurry is not a sign of
professionalism, it means that things are out of control.
Walking slowly means that you are bored or not interested.
Looking straight forward shows ignorance to the guest and watching them shows disrespect to their privacy.
Walk straight and greet the guests if you looked in the eyes.
SittingSittingNever sit down while the guest still
standing.Never sit with the guest without a
previous permission.If you were sitting and guest came, you
should stand as a sign of respect.Never sit in guest areas with legs
crossed.Sit properly on the chair in the presence
of the guest or always in guest areas.
General RulesGeneral RulesUse eye contact while dealing with
the guest.Wait until the guest leave or finish
first.Never stare at the guest or their
properties.Always put a smile on your faceUse your facial expressions for the
best effect.
Thank YouThank You