WHAT DO YOU SEE?

WHAT DO YOU SEE?

WHAT DO YOU SEE?

PERCEPTION
We have perceptions of Guest Service. Different guests may perceive service differently! This program will result in common understanding.

When you work as a team

Learning is fun

What are we going to cover?

Part - 1

Grooming Standards

Part - 2

Telephone Etiquette

Part - 3

Guest Contact

Part - 4

Etiquettes & Manners

Ground Rules
Let us make some commitments ! I shall ask I shall not hold back I shall not ridicule I shall appreciate

WARNING
Sir / Madam Speaking in Hindi Sure
Late Coming

Yeah Mobile phones

GROOMING

Grooming Standards
In Groups lets discuss:
Hair Nails Ornaments Footwear

Uniform

Grooming Standards
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

Moustaches
Neatly trimmed Should not cover upper lip.

Grooming Standards
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
What are the grooming standard for hair for ladies?
SHORT HAIR Trimmed and maintained regularly, should not sweep the shoulders Neatly pinned and kept away from face.

Grooming Standards
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
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

NAILS
Trimmed and well maintained

Neatly cut, clean and dirt free,

No nicotine, carbon, ink stains.

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.

Grooming Standards

TOE NAILS
Well Maintained and clean. Nail Polish should match finger nail polish. Not cracked.

Grooming Standards 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 ORNAMENTS

WATCHES Conservative, not flashy, or too large Leather Strap Black, Brown or Tan Metallic Strap Gold or silver

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.

Grooming Standards
OTHER JEWELLARY Chain One, thin, gold or silver chain. Nose stud Only a small nose stud.

Grooming Standards
FOOTWEAR
Well maintained, well polished, in good repair Only Uniform shoes SOCKS No pattern. Odorless & clean Elastic intact.

Grooming Standards
FOOTWEAR
Only uniform shoes. well polished & in good repair,

Grooming Standards
MAKE UP
Simple and basic
Foundation Use foundation to avoid oily look Lipstick Only prescribed colors

Grooming Standards
MAKE UP
Simple and basic
Eye Shadow Subtle & not excessive Eyeliner Thin, straight, applied neatly.

Grooming Standards
MAKE UP
Simple and basic
Bindis Small, round or tear shaped. Single shade of sober colour that matches uniform colour.

Grooming Standards 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
UNIFORM
BELTS
Not cracked or dull Simple, non flashy buckle Not more than 1.5 wide.

Grooming Standards UNIFORM

Always wear a vest.

Name tags to be shining and visible.

Pen, keys and pagers should not be visible.

Grooming Standards
UNIFORM
Immaculate, smooth, clean, no creases or stains. Sarees

Pinned neatly, pins not visible

Worn so as naval is not visible.

Grooming Standards
UNIFORM
Blouses High neck & back, sleeves up to elbows. Stockings

Should not have ladders, tears or holes.

Grooming Standards
UNIFORM
Pens, keys, pagers Not visible. Name badge Should be shining,

Prominently displayed.

Why is grooming important?

Our brand OBEROI represents Dignity Sophistication Quality Customer service Business and we represent our.. Brand

We dont get a 2nd chance to make the 1st impression.

Telephone Etiquette

PICKING UP THE PHONE

Telephone calls should be answered within 3 rings

WHILE SPEAKING ON PHONE ENSURE:

Posture is correct

WHILE SPEAKING ON PHONE ENSURE:

Smile, it will reflect in your voice Voice is low pitched, well modulated and of right volume

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

DOS

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?

DOS

Do Not Put The Caller On Hold For More than 15 Sec. Address The Guest By Name At Least Twice.

DONT S

Don't Rush Through The Greeting Or Mumble Dont Say Hold On Please, Or Just a Minute Dont Say OK Bye. Dont Say Yeah Use YES Instead. Dont Say No To The Guest, Offer Alternative Dont use Kindly, but, please hold on Sir / Madam

Receiving a Call / Accepting Reservation

Tiffin /Front Desk / Spa Good morning / afternoon, How may I assist you?

RECEIVING A LONG DISTANCE CALL

Do not keep the guest holding If the extension requested is busy Inform the caller and ask whether the guest would like to hold or would like to call back

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 ..

WHEN CONVERSATION IS NOT CLEARLY UNDERSTOOD

I beg your pardon, sir/madam

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?

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

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.

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?

IN CASE OF A GUEST WISHING TO SPEAK TO A DEPARTMENT, WHICH IS CLOSED

I am sorry Sir/Madam the beauty parlour is closed at the moment, May I take a message

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

TRANSFERRING A CALL

Prior to Transferring The Call Ask For The Complete Name Of The Guest.

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?

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?

DO NOT DISTURB(DND) REQUEST.

Mr.Dayal Is Not In His Room,Would You Like To Leave A Message ?

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?

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

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.

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?

WHEN ENDING A CALL

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

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

Telephone Etiquette

The End

WELCOME !
Let us begin with some FUN and

GAMES?

Guest Contact

What Relationships do we share with Guests?

Relationships are generally
Long Informal Personal Are GUEST RELATIONS different?

Guest Contact
Close Relationships are GUEST RELATIONS are

Long Informal Personal

Short Formal Professional

Guest Contact
GUEST RELATIONS

If Guest Relations are SHORT,

We only have so much time to delight the guest. Lets do our best in that short time...

Short Formal Professional

Guest Contact
If Guest Relations are
GUEST RELATIONS

FORMAL,
We must convey the genuine warmth and care in spite of the formal manner of our conduct

Short Formal Professional

Guest Contact
If Guest Relations are
GUEST RELATIONS

PROFESSIONAL,

Short Formal Professional Show a professional pride in serving the guest, like a doctor, artist, advocate, soldier

Guest Contact
GUEST RELATIONS

What is your relationship with the guest?

Short Formal Professional Like you are son to your father, brother to your sister, what are you to a guest?

Guest Contact
GUEST RELATIONS

You are a receptionist, therapist, attendant or whatever position you are holding!
Your relationship with the guest is not PERSONAL, but PROFESSIONAL !

Short Formal Professional

Guest Contact
We all have 5 senses

SIGHT
SPEECH

SMELL
TOUCH TASTE

Guest Contact
We all have 5 senses

SIGHT
SPEECH

SMELL
TOUCH TASTE

Guest Contact
SIGHT
SPEECH
SMELL
What do we learn about guests by just seeing? Indian or foreigner On business or leisure

TOUCH
TASTE

Age
Status Dress

Guest Contact
SIGHT

SPEECH
SMELL

What do we learn about guests when they speak to us ? Accent Culture Nationality Nature Language Level of authority

TOUCH
TASTE

Guest Contact
SIGHT SPEECH
What do we learn about guests through sense of smell?

SMELL
TOUCH
TASTE

Fragrance of the perfume

Guest Contact
SIGHT SPEECH SMELL TOUCH TASTE
They also form an opinion about us, when they see us and hear us speak! Guests also have these senses!

Guest Contact What does guest notice when he looks SIGHT at us?
SPEECH
Appearance Uniform Posture

SMELL

Grooming

TOUCH
TASTE

Confidence
Nature Attentiveness

Personal hygiene
Expressions Level of expertise

Guest Contact
SIGHT
What does guest notice when he hears you speak?
Etiquette Speech Politeness Accent Manners Professionalism Rudeness Language

SPEECH
SMELL

TOUCH
TASTE

Guest Contact
SIGHT SPEECH
What do guests learn about us through sense of smell?

SMELL
TOUCH
TASTE

Body odor Bad Breath

Guest Contact
SIGHT 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?

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???

Customer Satisfaction
Perceived Service Area of compliments Expectations

Area of complaints
Perceived Service

Exceeding Expectations

ANTICIPATION

In small groups, write 10 examples of anticipation!

ANTICIPATION
Pre empting guest needs. Exceeding guest expectations before the guest expresses the same.

In groups, write 10 examples of anticipation!

Guest Contact

The End

Guest Contact

Quiz

Guest Contact
What does guest notice when he looks at you?

Appearance

Uniform

Grooming
Confidence Nature Attentiveness

Posture
Personal hygiene Expressions Level of expertise

Guest Contact
Correct the following sentence GUEST RELATIONS ARE

Long Informal

Short Formal

Personal

Professional

Guest Contact
What leads guests to compliment or complaint?

Guest Relations Guest Contact

What leads guests to compliment or complaint?
Perceived Service Area of compliments Expectations Area of complaints Perceived Service

Etiquettes & Manners

While talking to guest

FACIAL EXPRESSIONS

While talking to guest

FACIAL EXPRESSIONS
Always smile Always maintain an interested and helpful expression

Maintain Eye Contact

While talking to guest

Distance, speech, gestures Maintain distance of about 2 feet Speak softly and clearly Avoid unnecessary movements of hands and facial gestures

While Standing

POSTURE
Stand Erect at ease

Weight balanced on both feet

Shoulders Straight Chest out/ Stomach in

While Standing

HANDS 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 IF THE GUESTS ARE NOT AROUND 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 Walking

While Walking

PACE Walk at even pace in guest areas without sound of footsteps Do not run even when in hurry.

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.

While Walking

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 talking to colleagues

SPEECH Speak softly and politely. LANGUAGE Do not use vernacular / slang or abusive language, with your colleagues

While talking to colleagues

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

Courteous Behavior 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
GUESTS & COLLEAGUES Treating guests courteously and then turning to colleagues and talking impolitely, destroys the image. Maintain the same finesse and politeness.

General

Be aware of the offensive habits you have Biting nails Picking hair, nose, ear. Yawning. Sneezing / coughing without covering your mouth.

Refrain at least, when in guests view.

General

When on duty Handle 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

When not on Shift

Do not hang around in guest areas. Do not come to guest areas when not in uniform.

General

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.

Etiquettes & Manners

The End

Etiquette & Manners

Quiz

Etiquette & Manners

What factors should be borne in mind while PACE walking in pace in guest Walk at even guest area? areas
without sound of footsteps. Do not run in guest area IN CORRIDORS If guests are approaching, get aside and give them first right of way If near a door, open the door for the guest to pass through.

Etiquette & Manners

What factors should be borne in mind while walking in guest area? 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 the poise

Etiquette & Manners

What factors related to posture should be borne in mind while talking to guests?

Stand Erect at ease

Weight balanced on both feet Shoulders Straight Chest out/ Stomach in

Etiquette & Manners

What must we remember about speech and language while talking to colleagues?

SPEECH Speak softly and politely. LANGUAGE Do not use vernacular / slang or abusive language, with your colleagues

Etiquette & Manners

What are the 3 points to remember while talking to guest? Always smile Always maintain an interested and helpful expression

Maintain Eye Contact

The End

Thank You

Namaste
We now greet with folded hands depicting our Indian tradition

The spirit of Namaste simply means: The divine in me recognizes and acknowledges the divine in you.

Through Namaste we are welcoming our Atithi / guest with a true, deep and sacred emotion.

With folded hands we will continue to wish according to time of the day: Good morning / afternoon / evening as the English language is