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INTERNATIONAL BUSINESS PROTOCOL - Chapter 1ESCOLA DE HOTELARIA E TURISMO
Bernardo Barreto
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Working Group
Mn. 3 and mx. 4 pax
Groups will be evaluated in 2 issues:
Written work
Work presentation
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Working Group
Tutorial: Classes to use for working groups
Delivery date: 20th May
Presentation: Between 23rd May
Works should be send by mail: [email protected]
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Final Exam
Date: 27 June 2013
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Program
1. International Business Protocol
2. Corporate image and Identity
3. Different forms of Communication
4. Protocol Vs Events coordination
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Objectives
In the end of this training you will be able to:
Recognize the advantage of Protocol rules
Identify and respect the corporate policy
Implement a correct form of communication within the
organization
Coordinate efficiently different types of events
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a) What is Protocol?
b) Importance of Protocol
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1-a) What is Protocol?
Which words do you associate to
PROTOCOL?
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1-a) What is Protocol?
politness, code, rules, procedures, guidelines,
conditions, etiquette, communication, standards,
organization, agreement, training, formality,
convention, Respect, hierarchy, conduct, measures,
policy, relationships, identity, consistency
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1-a) What is Protocol?
- Rules, gestures and actions, business, guidelines,
measures, agreement, contract, formal interaction,
achieve perfect environment, manners, royal, SOP,
Proper behaviour, management, control, HR, Policy,Excellence .
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1-a) What is Protocol?
- (Social rules, education, communication, etiquette,
RESPECT)
- Universal language Has the objective in turning the
relationships easier and friendly.
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1-a) What is Protocol?
PROTOCOL
The customs and regulations dealing with diplomatic
formality, precedence, and etiquette.
An original draft, minute, or record from which a document
especially a treaty, is prepared.
An agreement between states.
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1-a) What is Protocol?
(Jos Antnio Urbina)
- Courtesy
- Education
- Respect
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1-a) What is Protocol?
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1-a) What is Protocol?
(lat. Protocollu < Gr. Protkollon < prtos, first +
klla, glue)
s.m. record of pblic acts in middle age
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1-a) What is Protocol?
- Courtesy and rules that help life in society, between
companies or within organizations
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1-a) What is Protocol?
BUSINESS PROTOCOL?
- Communication tool that companies use for a
correct interaction between guests, coleagues and
other companies.
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1-a) What is Protocol?
BUSINESS PROTOCOL?
- Rules based in common sense, experience and
criativity.
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1-a) What is Protocol?
State Protocol Business Protocol
rigid option
obligation option
Specialized tecnics No professional rules
Institutional Comercial
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1-a) What is Protocol?
What education tell us about
how to behave correctly?
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1-a) What is Protocol?
Basic Rules : Presentation
Respect for each other;
Please
Appologise
Thank;
Be polite;
Respect ideas; How to be and how to behave
Good humour
Pontuality
Communicate
correctly
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1-a) What is Protocol?
Politeness
Application of good manners.
It is a culturally-defined phenomenon, and therefore
what is considered polite in one culture can sometimes
be quite rude or simply eccentric in another cultural
context.
1 ) Wh i P l?
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1-a) What is Protocol?
Courtesy (n.) An act of civility or respect; an act of kindness or favor
performed with politeness.
(v. i.) To make a respectful salutation or movement of respect; esp.
(with reference to women), to bow the body slightly, with bending of
the knes.
(v. t.) To treat with civility.
(n.) Favor or indulgence, as distinguished from right; as, a title
given one by courtesy.
(n.) Politeness; civility; urbanity; courtliness.
1 ) Wh t i P t l?
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1-a) What is Protocol?
Courtesy comity
politeness
amenity
civility
urbanity
gallantry
attention suavity
mannerliness
1 ) Wh t i P t l?
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1-a) What is Protocol?
Courtesy is like gold:
Its precious
Everywhere !Padre Antnio Vieira
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1-a) What is Protocol?
Respect
Atention, consideration
Denotes a positive feeling for a person or
other entity (such as a nation or a religion), and
also specific actions representative of that
esteem.
1 ) Wh t i P t l?
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1-a) What is Protocol?
Respect
Latin respicere means look back.
Recognition of something well done.
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1-a) What is Protocol?
No act of kindness,
no matter how small,
is ever wasted.
Aesop
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1-a) What is Protocol?
Kindness
Any gesture of kindness point to a
better way.
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1-a) What is Protocol?
Gestures of Service- How to be polite and kind
?- Smile / Welcome
- Serve ladies first
- Introduce yourself
- Friendly posture
- Nice, polite
- Eye contact
- Professional
- Atentive
- Use guest name
- Please, thank you
1 ) Wh t i P t l?
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1-a) What is Protocol?
Gesture of kindness / Gestures of ServiceHow to be polite and kind ?
Magic words Smile
Think positiv
Accept different opinions
Listen
Look
1 ) Wh t i P t l?
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1-a) What is Protocol?
Etiquette
Is a code of behavior that define expectations for social
behavior according to contemporary conventional
norms within a society, social class, or group.
The French word tiquette, literally signifying a tag or label
Eg: Table etiquette
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Etiquette Different companies = Different levels of etiquette
How co-workers treat each other and how formal the
working environment is.
Etiquette also includes how organized an office
appears, the appearance of documents and reports
that the office prepares and the way that employeesrelate to their superiors.
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Attire
Attire is the one of the first things that will be noticed
You represent more than your own image!
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Communication
An office may institute specific policies for how
employees communicate with each other and how they
communicate with incoming calls or visitors.
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Etiquette How to introduce someone
http://www.videojug.com/film/how-to-introduce-people
1 a) What is Protocol?
http://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-people -
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1-a) What is Protocol?
Etiquette How to introduce someone
The basic protocol of introductions calls for introducing
the lesser-ranking (socially, professionally, by age orseniority) to the higher-ranking person.
1 a) What is Protocol?
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Etiquette 4Steps for Introductions
Firstly, state the name of theperson being introduced
to. This is the higher-ranking person.
Secondly, say I would like to introduce or, please
meet or, this is, etc.
Thirdly, state the name of theperson being introduced.
This is the lower-ranking person.
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Etiquette 4 Steps for Introductions
Finally, offer some details of each other, as
appropriate. Do not elaborate. This will help
them connect and pursue a conversation.
When introducing people of equal seniority or status,
you may introduce any person to the other.
1 a) What is Protocol?
http://www.rightattitudes.com/2007/01/03/helping-people-pursue-conversations/http://www.rightattitudes.com/2007/01/03/helping-people-pursue-conversations/ -
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Ponctuality
Why is it important?
Respect for the others, for their agenda, for
their time
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Ponctuality
What does it say about you?
Ponctuality is the best attitude to show:
Education; Culture; Respect; organization;
Efficiency.
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Ponctuality
Individual skill very
important for our private
and professional life.
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Ponctuality
White rabbit
Always late, running
up and down with aheavy watch and
afraid of everything
Lewis Carroll.
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Ponctuality
What to do if you are late for a metting?
Shows respect, responsability and
profissionalism
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General Rules
Know how to behave
- I would dismiss the employee who lacks good work habits. I feelthat it is much easier to teach job skills than work habit.
I would ask the person to leave who has bad habits as I believethat job skills can be taught to people.
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General Rules
Know how to behavetry to avoid the following mistakes that many employees often make:
Arguing or engaging in an open conflict with a co-worker. Disagreeing is Ok but do it
respectfully and politely and dont cross the line.
Use good judgment and watch your manners.
Dressing too casually. If you come to work sloppily dressed your looks will portray animage of a disorganized and messy worker. Dress professionally, especially if you your boss
is on a conservative side.
Acting superior to others,
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General Rules
Know how to behavetry to avoid the following mistakes that many employees often make:
Making comments or jokes that could be offensive to others. Always avoid references to
anyones personal characteristics such as nationality, race, gender, appearance or religious
beliefs at work.
Raising your voice or acting on emotions. If youre an emotional person, try to take a
break and calm down before an important conversation. People often do and say thingsdriven by a spur of the moment that they later regret.
Lying. Being deceitful or dishonest will tarnish your reputation for life if you get caught. It
is just not worth it.
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General Rules
Professional Image
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General Rules
Posture
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How does companies transmit their basic rulesto their employees?
Code of Ethics Standard Operational Procedures (SOP)
Induction
Organizational chart
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Student rules - Presentation?
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Advantages?
Turns communications easier and well done.
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BUSINESS PROTOCOL
- Necessary in a challeging enviroment.
- Powerfull resource
- Excellence - Quality
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BUSINESS PROTOCOL
- Protocol is power!
- Why?
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BUSINESS PROTOCOL
- Protocol is power!
- How? KNOW & ACT
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Professional image
- Company public image.
- Each employee represents his company.
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Professional image
- In Hospitality Industry an employee is always
evaluated by is appereance.
- Seems unfare?!...
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Professional image
Seems unfare: Someones image is the the
reflect of a certain kind of behaviour andcommitment.
Guest Expectation!
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Professional image
Besides some changes, the classic stile is still
fashion
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Code of Ethics:
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Standard Operational Procedures (SOP) :
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Kitchen and Pastry Standards
- PURCHASING AND RECEIVING
Check quality and price for fresh market produce at least twice aweek
Inspect all goods without exception, upon delivery, for condition
and quality Examine the vehicle that the goods arrive in
Inspect all packaging of goods
Check expiry dates
Check freshness, size, quality of all goods
Check and record temperature of goods received Reject goods immediately if dissatisfied
Send received items to storage and kitchen immediately
Clean the receiving area daily with a high pressure spray anddisinfectant
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Kitchen and Pastry Standards
- Buffets
Buffet and a la carte items will change with the season.
Hot buffet selections will change daily.
No dish will be less than 30% full before being refilled.
Buffet presentations will be imaginative, appealing and abundant,and will be regularly refreshed to maintain this condition.throughout the meal period.
All food items will be presented in containers which complimenttheir apperance and help keep hot foods hot without overcookingor drying, and cold food cold.
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Induction:
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STUDENTS RULES
Image
.
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STUDENTS RULES
Posture
.
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) p
STUDENTS RULES
Attitude
.
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BUSINESS PROTOCOL
Hierarchy
.
Summary
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- What are the main fuctions of the Business Protocol?
- What are the advantages of the Business Protocol?
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Read more: Types of Protocol in Business |
eHow.comhttp://www.ehow.com/list_6767617_types-
protocol-business.html#ixzz2LGoxidlB
Organizational Chart
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Organizational Chart
DH
F&B
Kitchen Restaurant Bar BanquetingStewardingPastelaria Room Service
Head Chef
Sub-Chef
1st Cook
2 nd Cook
3 rd Cook
Comis
Chef
Past. 1
Past. 2
Supervisor
Steward.+ Plonge
Head Waiter
Ass,Head
waiter
Chefe de turno
1st Waiter
2nd Waiter
Runner
Supervisor
1st Barman
2nd Barman
Supervisor
1st Waiter
2ndWaiter
Banq. Mg
Head
Waiter
Banq.
Coord
Waiter
Equipier
Hotesse
Tutoria - Organograma
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Tutoria Organograma
DH
Room Div Mg.
Recepo AndaresTelefonesPortaria
Chefe
Recepcionista 1
Recepcionista 2
Guest Relations Porteiros
Bagageiro
Trintanrio
Mandarete
Chefe Chefe
Telefonistas
Gov. Geral
Gov. Andares
Emp. Andares
Rouparia
Emp. Limpeza Emp. Mini-
bar
Tutoria - ORGANIGRAMA
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DH
Dir. Rec. HumanosDir.Financeira
Dir.Comercial
Dir.Manuteno
Dir. Formao
Tcnico
RH
Chefe
Vendas
Grupos
Clientes
Chefe
Contabilidade
Reservas
individuais
Promotores
de VendasFornecedores
Caixa
Controlo de
receita
Rec.
Mercadorias
Economato
Tcnicos
Manuteno
Tutoria - 3 regras dos alunos:
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Respeito pelas aulas, pessoas, equipamentos e Instituio
Pontualidade
Portador de material
Contrato
Uniforme, apresentao, higiene - Imagem
Propinas
Substituio material estragado Assiduidade
Participar activamente nas actividades escolares
Tutoria - 3 regras dos alunos:
Uniforme completo
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p
Barba feita
Propinas
Elevadores
Excesso de acessriosEx: Piercings
Assiduidade Pontualidade
Excesso de maquilhagem
Uniforme adequado ao servio
Cabelo adequado
Respeito pelo material e equipamento
Respeitar os outros
Unhas curtas e sem verniz Sapato adequado
Senha de almoo at s 11:00 do pp dia
No faltar aos servios e s aulas
No perturbar as outras aulas
No fumar
Estacionamento condicionado
Prazo mnimo para concluir curso No impedir a passagem nos corredores e escadas
Prazo de entrega de livros da biblioteca
No utilizar telemvel na sala
No comer nem beber nas aulas
No mastigar pastilha elstica na aula