2. 5 Minute Training
• Communication is an important part of hospitality.
• You are the focal point of our customer’s attention. You are
the host or hostess, entertainer, the knowledgeable contact all
in one. The barrier between you and the customer must be as
low as possible.
• Communication can be divided into the verbal and non-verbal
communication. If your non-verbal communication does not
match your speech you will have no credibility.
• We have created, for our purposes ‘The Golden Rules’ so that
everyone knows what is expected of him or her.
Communication
4. 5 Minute Training
Vocal communication 45%
Communication
The sounds 38%
• Tone
• Rythm
• Breathing
• Speed of speech
Actual WORDS 7%
Blah blah blah!
5. 5 Minute Training
The golden rules:
• 55% of communication is body language
• 38% is expressed your voice
• 7% is communicated through actual words
Communication
6. 5 Minute Training
Another factor in non-verbal communication is in personal appearance
which is everything that one absorbs about you from their senses.
That is how you look, how you walk, move or even how they smell.
Everyone subconsciously analyses and judges the people they meet, forming opinions and
prejudices along the way.
Along with personal grooming and tone of voice, customers are alert to
your demeanour. When you have an open demeanour, customers will be
quicker to approach you. An open demeanour is:
• An engaging facial expression, smiling if at all possible
• Head held a little high, constantly alert to the needs of customers
• Stand with your back straight and with your shoulders back
• Hands should be uncrossed (crossed hands say indirectly that you do not want to help/serve)
Communication
7. 5 Minute Training
Step 1 - Situation: What is happening?
Communication is one of the most important cornerstones of
hospitality. When you are busy it is especially difficult to
remain open and hospitable in your verbal and non-verbal
communication. It is always important to remain aware of
how we communicate.
• How do you communicate in a friendly, hospitable way?
• When do you find it difficult to communicate in a friendly,
hospitable way?
• What experience do you have of communication with a staff
member where you have observed that he or she clearly did
not want to give you any attention or assistance?
Communication
8. 5 Minute Training
Step 2 - Team: How do you work?
It isn’t always easy to always communicate in a friendly
hospitable manner. For example, if you have a difficult
customer that asks awkward questions that you have
answered several times already or if you are tired or have had
a bad day.
•How do you deal with such situations yourself and what tips
can you share with your colleagues?
•What can you do to ensure that your communication
remains friendly and hospitable?
•What is your role in this?
Communication
9. 5 Minute Training
Step 3 – Action: How can we improve communication
today?
The best, most practical and easily applicable suggestions
from your team are the foundation of our approach to our
work.
Devise, together with your team 3 action points that you can
work on together to continually improve communication.
Communication
10. 5 Minute Training
Step 4 – Result: How can we ensure continuity of our
standards and learn from our experiences?
What was the result of your action?
How can we ensure that our new working methods are made
permanent?
You and your team can come up with several definite,
actionable suggestions as you discuss the results of the
training session.
Communication