Module 1Module 1

Setting the stageSetting the stage

for Hospitalityfor HospitalityWhere we have learned about service

and hospitality?

Principles of hospitality

The 3 elements of hospitality

Service champions

Where we learn about service?Where we learn about service?Objective Objective : :we will be able to describe the we will be able to describe the places where we learnplaces where we learn about service and the about service and the impact that has on both our and our guests impact that has on both our and our guests

perceptions of serviceperceptions of service

Where we learn about serviceWhere we learn about service??Home/family/cultureHome/family/culture

talk about culture differences as they talk about culture differences as they relate to servicerelate to service

Principles Of HospitalityPrinciples Of HospitalitySmile and greet every guest Smile and greet every guest

Speak to the guest in a warm , friendly , Speak to the guest in a warm , friendly , courteous mannercourteous manner

Display genuine and enthusiastic interest Display genuine and enthusiastic interest in the guest , pay complete attentionin the guest , pay complete attention

Anticipate guest needs , and be flexible in Anticipate guest needs , and be flexible in responding to themresponding to them

Be knowledgeable about your job.Be knowledgeable about your job.

L. E.A.R.NL. E.A.R.N to take ownership of the guest to take ownership of the guest problem and resolve themproblem and resolve them

What does hospitality looks What does hospitality looks like?like?ObjectiveObjective:: You will be able to describe and You will be able to describe and demonstrate the 3 ways to display hospitality .(body demonstrate the 3 ways to display hospitality .(body language, actions ,and statement)language, actions ,and statement)

Body languageBody languageIs any thing others can see or hear and interpret Is any thing others can see or hear and interpret including (facial expressions, postures, hand gestures, including (facial expressions, postures, hand gestures, and noises( grunts, hmmmms))and noises( grunts, hmmmms))

ActionsActionsAre something that you do or say you are going to do i.e( Are something that you do or say you are going to do i.e( let me carry your bag )as you reach down to pick up let me carry your bag )as you reach down to pick up the guests luggagethe guests luggage

StatementsStatementsAre words you use, a combinations of (what you say and Are words you use, a combinations of (what you say and how you say)how you say)

Service ChampionsService Championsyou will be able to describe the you will be able to describe the characteristics itcharacteristics it takes totakes to be abe a successful successful service providerservice providerService ChampionsService Champions

Product knowledgeProduct knowledgewe can have the best product in the worldwe can have the best product in the world

,,but if we are not knowledgeable about it. what good does to dobut if we are not knowledgeable about it. what good does to do??

Presentation skillsPresentation skills we are all sales people we sell our ideas and our ourselves as well our we are all sales people we sell our ideas and our ourselves as well our productproduct

Team PlayerTeam Player helpful, caring to our peers, we all provide service to each helpful, caring to our peers, we all provide service to each othersothers

Ability to read peopleAbility to read people ((body languagebody language ) )just your service to the needs and wants of the just your service to the needs and wants of the

guestsguests

Planning and strategyPlanning and strategyPlan and practice various skills so that they will be ready when Plan and practice various skills so that they will be ready when you need themyou need them

Passion for excellencePassion for excellencePassion is feeling good about yourself when you helping othersPassion is feeling good about yourself when you helping others

Module2Module2

ProactiveProactive

HospitalityHospitality

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Body LanguageBody Language

ProactiveProactive

HospitalityHospitality

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Body LanguageBody Language

Hospitable body language

Smile

A smile is a universal gesture of hospitality. A warm genuine

sincere smile can never be understood

Eye contact

Maintaining appropriate eye contact with people tell them. you

are honest. sincere and genuinely interested in what they are

saying. be careful to stare ! Negative forms include staring ,

rolling eyes , scowling

Hospitable body languageExpressionsEach person has his unique mix of facial expression

Raised eye brows is one tell them that’s a sign of excitements

Make sure that your face tell them the right story!

Negative expressions includes( curls , frowns , scrunched nose

Posture and Stance

Good pasture conveys confidence and interest . Stand

straight-not stiff . Stand in one place and be sure footed Avoid

shifting weight of swaying. Hands on hips send a negative

message

Hospitable body language

Gestures

Hand movements is a great way to add animation to your

conversation . Also when you’re out of voice range or on the

phone. You can use hand movement to wave or make

acknowledgements. Be aware of distracting mannerisms such as

(hand washing )or )fig leaf( keep hands out of pockets and a void

Pointing

Grooming Standards

Your personal hygiene and attire have a tremendous impact on the way you are perceived , as well as your credibility

Hospitable body language

Head Movement

Nodding or shaking your head is powerful way to reinforce

your message or let the sender know that you are paying

attention in agreement . Nodding the head also sends a

message that you are approachable

Tone of voice

O.K this is not really a body language but its so closely related

We had to include it. The point is how you are saying things is

just as important as what you say .just as your body language

affects how your message is interpreted. So does your tone of

voice be enthusiastic , concerned , positive. sympathetic .

What ever the situations calls for