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Introduction

The hospitality and tourism industries are people based industries with a variety of different types of customers who all have different needs and desires and who, at times, can be very demanding.

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The four main Interpersonal Skills you should practice are:

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Further important characteristics hospitality and tourism workers should also possess include:

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Personal appearance

Our personal appearance gives our colleagues and customers that vital first impression of us and our business.

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Communication skills

Verbal communication involves questioning, listening and answering.Non-verbal communication involves body language, which includes facial expression, eye contact and posture.

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Social interaction

Social interaction, or etiquette, is the way you conduct yourself with others.

It also involves verbal and non-verbal communication, such as the volume and tone of voice.

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Teamwork Teamwork is the ability to work with others for a common purpose.

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Social and cultural differences Because Australia is a Multi Cultural country that was founded by the British only around two hundred years ago everybody apart from the local Aborigine people are either immigrant themselves or have descended from recent immigrants.

In the 2006 census 28% of people in Australia were born overseas.

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Effective communication methods Written messagesSpeaking (Verbal)ElectronicNon verbalSigns and signalsGestures

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Speaking effectivelyBe clear in your meaning so what you say can only mean one thing and wont be misinterpretedDont use unnecessary wordsDont speak too softly, or the other person wont hear you properlyFace the person when you are speaking to them. Dont swearAvoid too much slang

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Speech

Speech is not only what you say but how you say it.

The importance you place on different words can also have an effect on the meaning or interpretation of what you are saying.

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Elements of Speech

Tone of voicePitch of voiceVolume or intensityRate of speechPausing

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Improving your tone of voice

Record yourself speakingWatch yourself speakIdentify where you need to improvePay attention to common problemsAsk for help

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Writing effectively

Be legible if it is hand writtenUse correct spelling, grammar and punctuation. Not use the new style of SMS language which abbreviates words to letters. Such as LOL, BFN, C U 2dayNot assume the reader has prior knowledge of the subject Be accurate Be short and simple rather than using too many words to say something very simple Avoid jargon and slang.

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Correct telephone use

Answer the telephone by the third ring Make sure your greeting is professional Be prepared before you answer the telephone Be an "active" listener and listen carefully to what they are saying

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Taking accurate messages

Accurately write down the information Include the date and time the person rangInclude who the message is from and how they can be contactedExplain the message in a short, clear wayShow your name and that you took the message

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Never argue with customers

Always end the call politely

Return telephone calls promptly!

Check your messages regularly

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Activity 1You have just taken a telephone call at 2 pm on the 3rd November 2007from David Watson the chicken supplier to your kitchen. His call was intended for the Head Chef, Michael Tarrant and he wants to inform the chef that he cannot supply the 20 size 18 chickens the chef ordered but he can supply 20 size 16 chickens.

Write the message that you would give to the chef and include all the information required.

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Non verbal communication:Eye contactFacial expressions GesturesPosture and body orientationHumourPhysical characteristics and appearancePersonal spaceTime

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Problems associated with communicationPressure of time Jumping to conclusionsStatusLack of attentionEmotionsMixed messagesPhysical barriersLanguageTechnical knowledgeLack of feedback

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How to overcome communication barriersBody languageKnow your audienceListen carefullyReview and summariseAsk questionsKnow your subject

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Activity 2

A customer rings and wants some information for an 18th birthday party for 40 people at your restaurant. List below 5 questions you would ask the person making the enquiry

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Activity 3Prepare an order or memo to the kitchen of your establishment detailing the requirements for a birthday cake for the 18th Birthday party for Activity 2

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Activity 4When you answer the telephone at you business what greeting would you use?

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Personal presentationThe personal presentation of workers in the tourism and hospitalityindustry should be of the highest standard.

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Personal presentation includes:Appearing be neat and clean at all times with a clean and pressed uniformNo bad body odour or heavy fragrances Uniform washed regularly with no traces of bad body odour or sweatTaking a shower or bath daily Having clean hands and fingernails No unhygienic habits such as picking your noseBrushing your teeth regularly and be careful of bad breath.

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Poise and deportment

Grooming

Speech

Etiquette and good manners

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UniformMust be CLEANMust be PRESSEDMust be neat and tidy Not missing any buttons Smell clean Not stainedBe the correct size uniform

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Activity 5 Case Study

Angelo works as doorman at a city hotel and is responsible for greeting guests when they arrive and organising a porter to collect their bags and take them to their room. Angelo is very fit and likes to ride his bike to work in the mornings. He is well dressed and keeps his uniform neat and clean but does have a body odour problem because of the exercise before work. What effects do you think Angelos bad body odour would have on the guests? 2. What should Angelo do to fix this problem?

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Activity 5 (cont.)

Case StudyMichael is a cook and works in an open kitchen area in the hotel restaurant where the customers can see him. He is a very good cook but is a messy worker and his uniform and work areas are often dirty and messy. How would Michaels appearance and his messy work area affect how the hotels customers perceive him and his work?

What could Michael do to fix these problems?

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What are customers looking for? All businesses need to understand what customers want from them so they can supply the right products and services to make a sale. When dealing with guests or customers you should:Listen carefully to your customers. Call them by their name if they are a regular customer and it is appropriate.Always offer assistance and make them feel welcome.Make sure they are comfortable. Smile and be friendly. Be polite. Treat them like a VIP.

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Some common requirements customers may be looking for are:

Healthy meals GymnasiumSpecial diets Business centre InternetLuxuryFast, efficient service Budget

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Who is looking for what?

Business people

Fast and efficient serviceBusiness centre Internet accessSecretarial servicesPrivate dining room Meeting room Healthy food

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Who is looking for what?

Old people

Less stairs Special needsHealth services Quiet room or areaSpecial menus

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Who is looking for what?

Young people

Internet Modern style Entertainment NightlifeGymnasium

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Who is looking for what?

Tourist

Airport pickup Currency exchange Travel information Theater tickets Value for money

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Who is looking for what?

Newlyweds

Private service Luxury suite Chocolates, Champagne Massage In room dining

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Who is looking for what?

Family

Value for money PlaygroundChild care Swimming poolChildrens menu

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Quality Service

Be fastBe accurateMeet the reasonable demands of a customer or guestBe informativeInclude good communication skillsMean staff should always be thinking aheadBe attentiveBe polite and friendly

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Activity 6

Explain a time when you have received bad service and how you felt! What happened? How did you feel? What should have happened?

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Activity 7List two ways a waiter can deliver high quality customer service

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Service deliveryProviding high quality customer service benefits the guest, the employee and the business, so everybody wins.

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Employee benefits

May get extra tips from guestsBetter job satisfaction May benefit your career Contributing to good teamwork Proud of where you work. Better job security

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Employer benefitsIncreased customer satisfaction Good word of mouth recommendations from customers Increase in sales from more customers Increase in turnover and profitsCustomers return regularly A better more profitable business

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Customer benefitsIncreased customer satisfaction Better value for moneyA more pleasant experience

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Informing the clientThe art of selling is a fine line between being too pushy and getting it just right.

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Where to get information Food and menuWineHotels servicesSightseeingWritten material

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Dealing with customer complaints

ListenAcknowledgeRespond4. Take action5. Report6. Follow up

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Activity 8

Mrs Patel is the CEO of a large firm close to your restaurant and she s a regular customer. She is a very demanding but polite customer in normal circumstances but is use to getting her own way because she is a CEO. On this day she visits your restaurant for lunch you have a large party booked and her normal table is not available. As well as that her meal is delayed while the large group is being served. During and after her lunch she is unhappy with the situation and complains about the poor service, noise and general lack of special attention she received while the waiters were busy with the large group. Using the six-step method, explain how you would handle Mrs Patels complaint?

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Teamwork In sport they say a champion team always beats a team of champions.

In other words it does not matter how well you do your job, if you are not co-operating and working as a team with the other people in your workplace, it will not work. In hospitality we all rely on each other to get the job done in an efficient and professional manner.

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Elements of good teamworkRespectHonestyToleranceFairnessHelpfulCommitmentFlexibility 51sitxCOM001aWork with colleagues and customers

The importance of co-operation in a teamCooperation has many benefits:It makes work easier for everybody A higher level of service can be achievedBuilds morale in the team Helps achieve targets People feel supported

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How to develop trust in a teamSome things we could do to encourage trust and support are:Treat others how you would like to be treated Smile and be friendly Dont bring your personal problems to work Socialise as a team corporate functions , special occasions Give recognition to those who deserve it Reward good work and ideasHave an open style of communication Dont be a bossy manager Smile at the person you are working withDeal with conflict situations quickly and fairlyHelp each other Keep people informed about occurrences and changes.

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Team members should:Ask for help when they need it Be willing to learn new skills Help othersBe polite Be honest Do your share of the work Keep others informed

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Team goalsTeams are often very goal oriented. This means we can have team goals and also have what we call Milestones along the way.

A milestone is an achievement which will form part of a major goal Goals and milestones should be challenging but also be achievable.

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Dealing with conflict situations When a conflict situation arises within a team it can have a very bad effect on the team as a whole.

People will often take sides with one or the other team members involved and before you know it no work is getting done and the team is not working together as it used to.

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Cultural awareness and diversityAustralia is a very multicultural nation with peoples from many cultural backgrounds living and working in Australia.

The hospitality industry is especially multi-cultural as it is a worldwide industry where people travel frequently.

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Activity 9Explain the team you work with in your department.

How many people are in your team and what is the role of each person? What things help your team work effectively?

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These PowerPoints are designed to match Version 5.1 of the student resource.

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