Download - Welcoming guests- for hotel restaurant staff
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WELCOMING GUESTS
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FIRST IMPRESSION
• Usually the last • Formed within first 3-5 seconds
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WORD OF MOUTH
• Guests will tell 3 others of a good experience and 11 others of a bad one
• It(WOM) is more powerful than advertising • So we should try to make the best first
impression
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IF YOU WERE A GUEST HOW WOULD U LIKE TO BE WELCOMED …
• Impressive Welcome – Good Eye – contact– Smile – Nod – Lean in /Move Forward – Upright Posture – Relaxed Facial Expression – Positive Tone of voice
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Good Eye – contact
Shows you are interested
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Smile
Shows you are approachable
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Nod
Shows you understand
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Upright Posture
Shows your confidence
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Relaxed Facial Expression
Shows your calm and understanding
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Shows you are genuine and Trustworthy
Positive Tone of voice
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At Every Opportunity Use Guest Name
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Ensure Guest Satisfaction
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