Power Presentation prepared by Ambrish Rai Trainer Hospitality

contact no-09198714901email- ambrish.rai10@gmail.com

TOPIC PERSONAL HYGIENE IN HOTEL FRONT OFFICE

HOUSEKEEPINGFOOD & BEVERAGE- SERVICE

FOOD & BEVERAGE-PRODUCTION

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!

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

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!

HOW CAN YOU GIVE THE CUSTOMER WHAT HE WANTS?

SERVICECORRECT &

WARM ;ENSURING

SATISFACTION OF THE CUSTOMER

SERVED

PRODUCT TIMELY, SAFE,

TASTY & NUTRITIOUS

FOOD

CUSTOMER WANTS

HOSPITALITYtreat the customers

welle.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

jobknow 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?

HYGIENE

DEFINITIONHygiene 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

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

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

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

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

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 heels7. 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

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

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

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

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!

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 to12.00 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 to04.00 p.m. or 16.00 hrs. Good afternoon Have a nice evening

04.00 p.m. or 16.00 hrs. to12.00 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

LListening Skills

1. Limit Talking

2. Ask Questions

3. Get Involved4. 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

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 ?

1FACE Always Smile – preferably with little teeth exposureMaintain 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 personbAlways 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

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

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

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

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

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 requirement7 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 emergency9 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