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