slides of front office syllabus
Post on 18-Oct-2014
8.313 views
DESCRIPTION
TRANSCRIPT
![Page 1: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/1.jpg)
WHAT DO YOU SEE?
![Page 2: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/2.jpg)
WHAT DO YOU SEE?
![Page 3: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/3.jpg)
WHAT DO YOU SEE?
![Page 4: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/4.jpg)
![Page 5: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/5.jpg)
![Page 6: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/6.jpg)
![Page 7: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/7.jpg)
PERCEPTIONWe have perceptions of Guest Service.Different guests may perceive service
differently!This program will result in common
understanding.
![Page 8: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/8.jpg)
When you work as a team
Learning is fun
![Page 9: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/9.jpg)
What are we going to cover?
![Page 10: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/10.jpg)
Part - 1
Grooming Standards
![Page 11: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/11.jpg)
Part - 2
Telephone Etiquette
![Page 12: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/12.jpg)
Part - 3
Guest Contact
![Page 13: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/13.jpg)
Part - 4
Etiquettes & Manners
![Page 14: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/14.jpg)
Ground RulesLet us make some
commitments !
I shall not hold back
I shall appreciate
I shall ask
I shall not ridicule
![Page 15: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/15.jpg)
“Sir / Madam”
WARNING
Speaking in Hindi
Late Coming
“Yeah”
“Sure” Mobile phones
![Page 16: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/16.jpg)
GROOMING
![Page 17: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/17.jpg)
In Groups lets discuss:
•Hair
•Nails
•Ornaments
•Footwear
•Uniform
Grooming Standards
![Page 18: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/18.jpg)
What are the grooming standard for hair for men?
Hair should not fall on forehead, touch ears or collars,
should be neatly combed, not oily or permed,
Cut in a conservative hair style.
Grooming Standards
![Page 19: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/19.jpg)
Moustaches
•Neatly trimmed
•Should not cover upper lip.
Grooming Standards
![Page 20: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/20.jpg)
Face
•Clean shaved
•Sideburns – must be cut straight and should not exceed half the length of the ear lobe.
•Beards – no beards are permitted except for religious purposes only.
Grooming Standards
![Page 21: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/21.jpg)
SHORT HAIR
Trimmed and maintained regularly, should not sweep the shoulders
Neatly pinned and kept away from face.
Grooming Standards
What are the grooming standard for hair for ladies?
![Page 22: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/22.jpg)
LONGER THAN SHOULDER LENGTH
Cut to even length
Straight
Tied up at the centre of the nape.
Bun secured at the back of the head or above the nape with a black net.
Grooming Standards
![Page 23: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/23.jpg)
Always neatly combed, in place.
Do not use colored/plastic bands.
Hair should be clean, non greasy, free of oil and dandruff.
No coloring/streaking,
Only water based gel used conservatively.
Keep permed/curly hair neat & restrained.
Grooming Standards
![Page 24: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/24.jpg)
NAILS
Trimmed and well maintained
Neatly cut, clean and dirt free,
No nicotine, carbon, ink stains.
Grooming Standards
![Page 25: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/25.jpg)
Grooming Standards
FINGER NAILS
Well Maintained and clean.
•Neatly cut, shaped & clean.
•No excessively long nails.
•Only light & neutral colored nail polish.
•Cover entire nails with polish, with no gaps or cracks.
![Page 26: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/26.jpg)
Grooming Standards
TOE NAILS
Well Maintained and clean.
•Nail Polish should match finger nail polish.
•Not cracked.
![Page 27: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/27.jpg)
ORNAMENTS
Men: Only one simple ring, on any one hand.
Women: One ring on each hand. Ring must be sober and conservative.
No bracelets or bands. (Except for religious reasons).
Grooming Standards
![Page 28: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/28.jpg)
ORNAMENTSWATCHES
Conservative, not flashy, or too large
Leather Strap
Black, Brown or Tan
Metallic Strap
Gold or silver
Grooming Standards
![Page 29: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/29.jpg)
Grooming Standards
OTHER JEWELLARY FOR LADIES
Earrings
Only one set of earrings
Not dangling or flashy or large.
Bangles
Two thin bangles, gold or silver.
![Page 30: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/30.jpg)
Grooming Standards
OTHER JEWELLARY
Chain
One, thin, gold or silver chain.
Nose stud
Only a small nose stud.
![Page 31: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/31.jpg)
FOOTWEARWell maintained, well polished, in good repair
Only Uniform shoes
Grooming Standards
SOCKS
•No pattern.
•Odorless & clean
•Elastic intact.
![Page 32: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/32.jpg)
FOOTWEAR• Only uniform shoes.
•well polished & in good repair,
Grooming Standards
![Page 33: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/33.jpg)
MAKE UPSimple and basic
Foundation
Use foundation to avoid oily look
Lipstick
Only prescribed colors
Grooming Standards
![Page 34: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/34.jpg)
MAKE UPSimple and basic
Eye Shadow
Subtle & not excessive
Eyeliner
Thin, straight, applied neatly.
Grooming Standards
![Page 35: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/35.jpg)
MAKE UPSimple and basic
Bindis
Small, round or tear shaped.
Single shade of sober colour that matches uniform colour.
Grooming Standards
![Page 36: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/36.jpg)
UNIFORM
Immaculate, Spotless, well ironed, no unnecessary creases
Appear fresh, not faded,
Perfect fit,
No loose threads or broken buttons
Cuffs and collars clean and stain free.
Grooming Standards
![Page 37: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/37.jpg)
UNIFORM
BELTS
Not cracked or dull
Simple, non flashy buckle
Not more than 1.5” wide.
Grooming Standards
![Page 38: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/38.jpg)
UNIFORM
Always wear a vest.
Name tags to be shining and visible.
Pen, keys and pagers should not be visible.
Grooming Standards
![Page 39: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/39.jpg)
UNIFORM
Immaculate, smooth, clean, no creases or stains.
Sarees
Pinned neatly, pins not visible
Worn so as naval is not visible.
Grooming Standards
![Page 40: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/40.jpg)
UNIFORM
Blouses
High neck & back, sleeves up to elbows.
Stockings
Should not have ladders, tears or holes.
Grooming Standards
![Page 41: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/41.jpg)
UNIFORM
Pens, keys, pagers
Not visible.
Name badge
Should be shining,
Prominently displayed.
Grooming Standards
![Page 42: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/42.jpg)
Why is grooming important?
Our brand “OBEROI” represents Dignity Sophistication Quality Customer service Business
and we represent our……….. Brand
![Page 43: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/43.jpg)
We don’t get a 2nd chance to make the 1st impression.
![Page 44: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/44.jpg)
Telephone Etiquette
![Page 45: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/45.jpg)
PICKING UP THE PHONE
Telephone calls should be answered within 3 rings
![Page 46: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/46.jpg)
WHILE SPEAKING ON PHONE ENSURE:
Posture is correct
![Page 47: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/47.jpg)
WHILE SPEAKING ON PHONE ENSURE:
• “Smile”, it will reflect in your voice • Voice is low pitched, well modulated and of right volume
![Page 48: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/48.jpg)
DURING THE CONVERSATION
•Speak in natural tone
•Keep mouthpiece about one and half inch away from the mouth
•Do not cover the mouthpiece with your hand
![Page 49: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/49.jpg)
DO’S
Be Polite:
“Please allow me to place you on hold”Use the guest name:
“Thank you for your patience, Mr. Smith”Speak in complete sentences:
“May I have your name please, Sir/Madam?”
![Page 50: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/50.jpg)
DO’S
Do Not Put The Caller On Hold For More than 15 Sec.
Address The Guest By Name At Least Twice.
![Page 51: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/51.jpg)
DON’T S
Don't Rush Through The Greeting Or MumbleDon’t Say Hold On Please, Or Just a MinuteDon’t Say OK Bye.Don’t Say Yeah Use YES Instead.Don’t Say No To The Guest, Offer AlternativeDon’t use Kindly, but, please hold on Sir / Madam
![Page 52: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/52.jpg)
Receiving a Call / Accepting Reservation
Tiffin /Front Desk / Spa … Good morning / afternoon, How may I assist you?
![Page 53: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/53.jpg)
RECEIVING A LONG DISTANCE CALL
Do not keep the guest holdingIf the extension requested is busy Inform the caller and ask whether the guest would like to hold or would like to call back
![Page 54: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/54.jpg)
GETTING BACK TO THE GUEST
•Do not say “Hello” when you get back
•Say, “ Thank you for your patience, Sir/Madam”
CALLING A GUEST BACK
•Introduce yourself
“ Good Morning, Mr Singh. This is Rahul from reception, you asked for ………..”
![Page 55: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/55.jpg)
WHEN CONVERSATION IS NOT CLEARLY UNDERSTOOD
“I beg your pardon, sir/madam
![Page 56: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/56.jpg)
IF THE GUEST ASKS FOR SOMETHING FOR WHICH YOU DO NOT KNOW THE ANSWER
“I will just check on that Sir/Madam. May I place you on hold?”
![Page 57: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/57.jpg)
IF A GUEST ASKS FOR SOMETHING THAT NEEDS TO COME FROM ANOTHER DEPARTMENT
Certainly Sir/Madam, I will ask Room Service to bring it up to you
![Page 58: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/58.jpg)
INCASE OF A GUEST / INTERNAL CALL FOR SOMEONE FROM FRONT DESK
Certainly Sir/Madam. Please allow me to place you on hold while I call Anu.
![Page 59: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/59.jpg)
INCASE OF A GUEST / INTERNAL CALL FOR SOMEONE FROM SPA
When Anu comes to the phone:Thank you for your patience. Anu Speaking, How may I assist you?
![Page 60: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/60.jpg)
“I am sorry Sir/Madam the beauty parlour is closed at the moment, May I take a message”
IN CASE OF A GUEST WISHING TO SPEAK TO A DEPARTMENT, WHICH IS CLOSED
![Page 61: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/61.jpg)
IF THE GUEST CALLS YOU AND SAYS S/HE IS FEELING UNWELL
I am sorry to hear that Sir/Madam. May we call a doctor for you?
Always let your supervisor know if a guest is feeling unwell
![Page 62: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/62.jpg)
TRANSFERRING A CALL
Prior to Transferring The Call Ask For The Complete Name Of The Guest.
![Page 63: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/63.jpg)
SCREEN ALL CALLS REQUEST.
“Certainly Sir/Madam Who should I Say is Calling For Mr.Dayal?”
Note Down The Name Of The Caller : “With Pleasure Allow Me To Transfer Your Call To Mr.Dayal.”
Transfer The Call And Speak To The Guest First: “Good Morning Mr. Dayal,This Is Aroba From The Front Desk,Mr.Rogers Is On Line For You Would You Like TO Take The Call?”
![Page 64: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/64.jpg)
SCREEN ALL CALLS REQUEST
Listen To Guest: “With Pleasure Allow Me To Connect The Call Mr.Dayal”.
Get Back To The Caller And Inform Him The Status Of The Guest: “Thank You For your patience Mr.Rogers,Mr.Dayal Is Not In His Room,Would You Like To Leave a Message?
![Page 65: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/65.jpg)
DO NOT DISTURB(DND) REQUEST.
“Mr.Dayal Is Not In His Room,Would You Like To Leave A Message ?”
![Page 66: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/66.jpg)
TAKING A MESSAGE.Take A Message
First: :Allow Me To Repeat Your Message Read Out The Message Have A Nice Day Ms.Gomez.”
Incase The Guest Is Due To Arrive Later In The Day: “Mr.Dayal Is Not Yet Arrived May I Take A Message For Him?”
![Page 67: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/67.jpg)
TAKE A MESSAGE. The Guest Neither In-house Nor
Holding Any Reservation:I am Sorry Sir/Madam, But There Is No Guest By That Name Staying With Us”
Guest Has Checked Out & Has No Future Reservation: “I Am Sorry Mr.Dayal Has Already Checked Out”
![Page 68: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/68.jpg)
IF THE EXTENSION IS ENGAGED
•“I am sorry Sir/Madam, but the extension is busy. Would you like to be on hold or leave a message?”
WHEN THE LINE BECOMES FREE
•Thank you for for your patience Sir/Madam, allow me to transfer your call.
![Page 69: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/69.jpg)
IF THE LINE IS BAD OR NOT CLEAR
“I am sorry Sir/Madam, but the line is not clear. Could you speak more loudly please?”
![Page 70: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/70.jpg)
“Is There Any Thing Else I Can Help You With Sir / Madam? Thank you for calling The Oberoi / Front Desk. Have A Pleasant Day.”
WHEN ENDING A CALL
![Page 71: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/71.jpg)
Do not put the receiver down after you have thanked the guest. Allow time for the guest to say “bye” or “thank you”, before disconnecting. Always put the phone down, after the guest has done so ”
WHEN ENDING A CALL
![Page 72: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/72.jpg)
Telephone Etiquette
The End
![Page 73: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/73.jpg)
WELCOME !Let us begin with some FUN and…
GAMES?GAMES?
![Page 74: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/74.jpg)
Guest Contact
![Page 75: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/75.jpg)
What Relationships do we share with Guests?
Relationships are generally
Long
Informal
Personal
Are GUEST RELATIONS different?
![Page 76: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/76.jpg)
Guest Contact
GUEST RELATIONS are
Short
Formal
Professional
Close Relationships are
Long
Informal
Personal
![Page 77: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/77.jpg)
Guest Contact
If Guest Relations are SHORT, GUEST
RELATIONS
Short
Formal
Professional
We only have so much time to delight the guest. Lets do our best in that short time...
![Page 78: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/78.jpg)
Guest Contact
If Guest Relations are
FORMAL, GUEST RELATIONS
Short
Formal
Professional
We must convey the genuine warmth and care in spite of the formal manner of our conduct…
![Page 79: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/79.jpg)
Guest Contact
GUEST RELATIONS
Short
Formal
Professional
If Guest Relations are
PROFESSIONAL,
Show a professional pride in serving the guest, like a doctor, artist, advocate, soldier…
![Page 80: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/80.jpg)
Guest Contact
GUEST RELATIONS
Short
Formal
Professional
What is your relationship with the guest?
Like you are son to your father, brother to your sister, what are you to a guest?
![Page 81: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/81.jpg)
Guest Contact
GUEST RELATIONS
Short
Formal
Professional
You are a receptionist, therapist, attendant or whatever position you are holding!
Your relationship with the guest is not PERSONAL, but PROFESSIONAL !
![Page 82: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/82.jpg)
Guest Contact
SIGHT
SPEECH
SMELL
TOUCH
TASTE
We all have 5 senses
![Page 83: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/83.jpg)
Guest Contact
SIGHT
SPEECH
SMELL
TOUCH
TASTE
We all have 5 senses
![Page 84: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/84.jpg)
Guest ContactWhat do we learn about guests by just seeing?
SIGHTSPEECH
SMELL
TOUCH
TASTE
Indian or foreigner
On business or leisure
Age
Status
Dress
![Page 85: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/85.jpg)
Guest ContactSIGHT
SPEECH
SMELL
TOUCH
TASTE
What do we learn about guests when they speak to us ? Accent
Culture
Nationality
Nature
Language
Level of authority
![Page 86: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/86.jpg)
Guest ContactSIGHT
SPEECH
SMELL
TOUCH
TASTE
What do we learn about guests through sense of smell?
Fragrance of the perfume
![Page 87: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/87.jpg)
Guest ContactSIGHT
SPEECH
SMELL
TOUCH
TASTE
Guests also have these senses!
They also form an opinion about us, when they see us and hear us speak!
![Page 88: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/88.jpg)
Guest Contact
SIGHTSPEECH
SMELL
TOUCH
TASTE
What does guest notice when he looks at us?
Appearance Uniform
Grooming Posture
Confidence Personal hygiene
Nature Expressions
Attentiveness Level of expertise
![Page 89: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/89.jpg)
Guest ContactSIGHT
SPEECH
SMELL
TOUCH
TASTE
What does guest notice when he hears you speak?
Etiquette Manners
Speech Professionalism
Politeness Rudeness
Accent Language
![Page 90: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/90.jpg)
Guest ContactSIGHT
SPEECH
SMELL
TOUCH
TASTE
What do guests learn about us through sense of smell?
Body odor
Bad Breath
![Page 91: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/91.jpg)
Guest ContactSIGHT
SPEECH
SMELL
TOUCH
TASTE
In such a brief contact, we learn so much about each other!
What kind of opinion,
would you like the
guests to form about you?
![Page 92: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/92.jpg)
![Page 93: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/93.jpg)
![Page 94: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/94.jpg)
![Page 95: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/95.jpg)
![Page 96: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/96.jpg)
![Page 97: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/97.jpg)
![Page 98: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/98.jpg)
Guest Contact
Even one of us going out of step
can spoil the entire picture
or guest experience…
Would you like to be that one???
![Page 99: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/99.jpg)
Customer Satisfaction
Expectations
Perceived ServiceArea of
compliments
Perceived Service
Area of complaints
![Page 100: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/100.jpg)
Exceeding Expectations
A N T I C I P A T I O N
In small groups, write 10 examples of anticipation!
![Page 101: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/101.jpg)
ANTICIPATION
Pre empting guest needs.
Exceeding guest expectations before the guest expresses the same.
In groups, write 10 examples of anticipation!In groups, write 10 examples of anticipation!
![Page 102: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/102.jpg)
Guest Contact
The End
![Page 103: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/103.jpg)
Quiz
Guest Contact
![Page 104: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/104.jpg)
What does guest notice when he looks at you?
Appearance Uniform
Grooming Posture
Confidence Personal hygiene
Nature Expressions
Attentiveness Level of expertise
Guest Contact
![Page 105: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/105.jpg)
Correct the following sentence
Long
Informal
Personal
GUEST RELATIONS ARE
Short
Formal
Professional
Guest Contact
![Page 106: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/106.jpg)
What leads guests to compliment or complaint?
Guest Contact
![Page 107: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/107.jpg)
Guest Relations
Expectations
Perceived Service
Perceived Service
Area of complaints
Area of compliments
What leads guests to compliment or complaint?
Guest Contact
![Page 108: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/108.jpg)
Etiquettes & Manners
![Page 109: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/109.jpg)
While talking to guest
FACIAL EXPRESSIONS
![Page 110: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/110.jpg)
Always smile
Always maintain an interested and helpful expression
Maintain Eye Contact
While talking to guest
FACIAL EXPRESSIONS
![Page 111: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/111.jpg)
Distance, speech, gestures
Maintain distance of about 2 feet
Speak softly and clearly
Avoid unnecessary movements of hands and facial gestures
While talking to guest
![Page 112: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/112.jpg)
Stand Erect at ease
Weight balanced on both feet
Shoulders Straight
Chest out/ Stomach in
While Standing
POSTURE
![Page 113: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/113.jpg)
Keep hands on the sides or behind your back
Do not keep hands in pockets or on the hips.
Do not cross arms across the chest.
Do not lean against the counter
While Standing
HANDS
![Page 114: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/114.jpg)
Maintain your poise always.
You may be in view of the guest, even if you are not interacting.
Do not huddle together in groups.
While Standing
IF THE GUESTS ARE NOT AROUND
![Page 115: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/115.jpg)
While Walking
![Page 116: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/116.jpg)
PACE
Walk at even pace in guest areas without sound of footsteps
Do not run even when in hurry.
While Walking
![Page 117: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/117.jpg)
While Walking
IN CORRIDORS
•when guests are approaching, get aside and give them first right of way
•when near a door, open the door for the guest to pass through.
![Page 118: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/118.jpg)
WHICH SIDE
Walk on the left hand side If accompanying a guest, walk on
his/her right hand side and open the door of the guest
Walk erect and maintain poise
While Walking
![Page 119: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/119.jpg)
SPEECHSpeak softly and politely.
LANGUAGEDo not use vernacular / slang or
abusive language, with your colleagues
While talking to colleagues
![Page 120: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/120.jpg)
ON TELEPHONE
Be aware of your conversation on the telephone. Guests may be watching & hearing.
Never shout into the telephone.Do not have long conversation, when
guests are waiting.Do not entertain personal calls, while
at work
While talking to colleagues
![Page 121: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/121.jpg)
FAMILIARITY WITH GUESTS
Do not get familiar with the guest, even if he treats you like a friend.
Remember your relationship with the guest is professional.
Courteous Behavior
![Page 122: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/122.jpg)
GUESTS & COLLEAGUES
Treating guests courteously and then turning to colleagues and talking impolitely, destroys the image.
Maintain the same finesse and politeness.
Courteous Behavior
![Page 123: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/123.jpg)
Be aware of the offensive habits you have
Biting nailsPicking hair, nose, ear.Yawning.Sneezing / coughing without
covering your mouth.
Refrain at least, when in guest’s view.
General
![Page 124: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/124.jpg)
When on dutyHandle equipment without banging.Stay calm. Do not get nervous or
hurried.Do not talk loudly or hold lengthy
discussions, in guest areas.Do not talk in vernacular. Guest will
misunderstand.
General
![Page 125: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/125.jpg)
When not on Shift
Do not hang around in guest areas.
Do not come to guest areas when not in uniform.
General
![Page 126: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/126.jpg)
When with the guest
Do not grumble. He is not interested in your woes.
Do not speak poorly about other guest, staff or department.
Do not hint or solicit tips.
General
![Page 127: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/127.jpg)
Etiquettes & Manners
The End
![Page 128: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/128.jpg)
Quiz
Etiquette & Manners
![Page 129: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/129.jpg)
PACEWalk at even pace in guest areas without sound of footsteps.Do not run in guest areaIN CORRIDORS If guests are approaching, get aside and give them first right of wayIf near a door, open the door for the guest to pass through.
What factors should be borne in mind while walking in guest area?
Etiquette & Manners
![Page 130: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/130.jpg)
What factors should be borne in mind while walking in guest area?
WHICH SIDEWalk on the left hand sideIf accompanying a guest, walk on his/her right hand side and open the door of the guestWalk erect and maintain the poise
Etiquette & Manners
![Page 131: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/131.jpg)
Stand Erect at ease
Weight balanced on both feet
Shoulders Straight
Chest out/ Stomach in
What factors related to posture should be borne in mind while talking to guests?
Etiquette & Manners
![Page 132: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/132.jpg)
SPEECHSpeak softly and politely.
LANGUAGEDo not use vernacular / slang or
abusive language, with your colleagues
What must we remember about speech and language while talking to colleagues?
Etiquette & Manners
![Page 133: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/133.jpg)
Always smile
Always maintain an interested and helpful expression
Maintain Eye Contact
What are the 3 points to remember while talking to guest?
Etiquette & Manners
![Page 134: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/134.jpg)
The End
Thank You…
![Page 135: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/135.jpg)
Namaste –
We now greet with folded hands depicting our
Indian tradition
![Page 136: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/136.jpg)
The spirit of Namaste simply
means: The divine in me
recognizes and acknowledges the
divine in you.
![Page 137: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/137.jpg)
Through Namaste we are welcoming our Atithi / guest with a true, deep
and sacred emotion.
![Page 138: slides of front office syllabus](https://reader033.vdocuments.us/reader033/viewer/2022061105/5442f29fb1af9f350a8b47df/html5/thumbnails/138.jpg)
With folded hands we will
continue to wish according to time of the day: Good
morning / afternoon /
evening… as the English language
is