lifeskill ppt on grooming & communication

1. Power Presentation prepared by
Ambrish Rai Trainer Hospitality
contact no-09198714901
email-
ambrish.rai10@gmail.com
TOPIC PERSONAL HYGIENE IN HOTEL
FRONT OFFICE
HOUSEKEEPING
FOOD & BEVERAGE- SERVICE
FOOD & BEVERAGE-PRODUCTION

2. Reason for losing Customers
CUSTOMER SERVICE
Note
10 Satisfied Customer → Atleast 5 more customers
1 Unsatisfied Customer → Loss of 10 customers
Death - Cannot Control
Change jobs - Cannot Control
Cost - Cannot Control
Unhappy with service & poorly handled by the staff – CONTROL THIS!

3. IMPORTANCE OF CUSTOMER SERVICE
All of us have customers who depend on us and whom we have to keep satisfied.
Customers are people whom we serve.
Customer Service is important because
CUSTOMER SERVICE
↓
↓
↓
↓
↓
EXCELLENT CUSTOMER SERVICE
CUSTOMER SATISFACTION
MORE CUSTOMER
MORE BUSINESS
MORE PROFIT
INCREASE IN WAGES

4. Reason for losing Customers
CUSTOMER SERVICE
Note
10 Satisfied Customer → Atleast 5 more customers
1 Unsatisfied Customer → Loss of 10 customers
Death - Cannot Control
Change jobs - Cannot Control
Cost - Cannot Control
Unhappy with service & poorly handled by the staff – CONTROL THIS!

5. HOW CAN YOU GIVE THE CUSTOMER WHAT HE WANTS?
SERVICE
CORRECT &
WARM ;
ENSURING
SATISFACTION
OF THE
CUSTOMER
SERVED
PRODUCT
TIMELY, SAFE,
TASTY &
NUTRITIOUS
FOOD
CUSTOMER
WANTS
HOSPITALITY
treat the customers
well
e.g.
greet with a smile,
use words of
politeness,
follow ‘ladies first’,
use the names of
regular customers
offer to assist with
opening doors, pulling
chairs, carrying bags,
etc.
PROCEDURES
do your job correctly
e.g.
be punctual on your job
know the menu,
keep counter clean,
use correct service
cutlery,
set-up tables correctly,
serve water correctly,
clear table correctly,
etc.
CUSTOMER
SERVICE
CUSTOMER SERVICE
WHAT CUSTOMER WANTS?

6. HYGIENE
DEFINITION
Hygiene can be broadly defined as a science to avoid illness.
KNOW YOUR HYGIENE
H
Y
G
I
E
N
E
AVE YOU WASHED YOUR HANDS
OUR CUSTOMERS HEALTH IS IN YOUR HANDS
ERMS ARE CARRIED ON DIRTY HANDS
S YOUR OVERALL CLEAN
ACH CUSTOMER DEPENDS ON YOUR CLEANLINESS
EVER SMOKE WHILE IN THE CATERING PREMISES
VERY PIECE OF EQUIPMENT MUST BE REGULARLY CLEANED

7. Hand washing with soap is the most simple, and cost effective measure for
infection control, because transmission of infection by hands is the most
important route. Under ideal circumstances, hands should be washed at a basin
with running water for at least 10 seconds.
Hands can be wiped dried by either using disposable tissues or clean hand towel.
HAND WASHING
Steps of Effective Hand washing :
Step 1 - Wash palms and fingers
Step 2 - Wash back of hands
Step 3 - Wash fingers and knuckles
Step 4 - Wash thumbs
Step 5 - Wash fingertips
Step 6 - Wash wrists

8. HYGIENE PRACTICES - PERSONAL
(In Work Area)
Always Wear Clean Uniform
Keep Hair Covered
Wash Your Hands After Using The Toilet And Blowing Your Nose
Use The Hand Basins For Personal Use - Not The Sinks
Don't Touch Teeth, Nose, Ears Or Hair
Do Not Cough Or Sneeze Over Food
Don't Place Outdoor Clothing, Shoes, Handbags, Etc In Food
Preparation/Service. Areas
Cover All Cuts With Waterproof Dressings
If Unwell, Report To Dr. Immediately, Get Clearance Before Reporting

9. Keep Hot Food Hot - Above 630 C
Keep Cold Food Cold - Below 80 C (Ideal - 50 C)
Keep Dirty Cutlery and Crockery Separate From Clean Ones
Do Not Hold Dirty C & C or Soiled Linen For Long - Send For
Cleaning
Handle Food As Little As Possible
Keep Food Counters and Sideboards Clean
HYGIENE PRACTICES - FOOD SERVICE

10. 1Hair to be maintained trim, short, comb properly. Shampoo daily, have a
hair cut once a month or more often if required. If prone to dandruff or any
other kind of scalp infections – get medication immediately.
2Brush teeth and clean tongue regularly twice a day, in the morning and
before going to sleep and wherever so possible after every meal so that
when serving guests you have fresh breath.
3Shave every day before leaving for work, shave clean in one direction,
from up to downwards & not in opposite direction. See that there are no
shaving shadows.
4Have bath at least once a day, if possible twice, once in the morning and in
the evening after going home, taking care that – you use adequate soap and
water to do so – warm water is preferred over cold water since it is more
effective in getting rid of all bacteria and / or soil clogging your skin pores.
Pay special attention to skin in armpits, since it has maximum no. of sweat
glands which in turn causes higher presence of bacteria that cause body
odour.
Grooming

11. 5. Body odour : Use a good deodorant or a very light perfume.
6. Care of Hands and Feet : Hands should be well kept and nails to be
manicured regularly. Nail should be maintained till the point of being joint
with finger skin and well shaped - rounded. Nails should be cleaned and
free of dirt – use a hand brush or a toothbrush kept for the purpose.
Similarly, feet should also be maintained. In case of open footwear, ensure
no dead skin at the heels
7. Uniform & Clothes - Wear clean laundered undergarments always. Wear
clean and well-ironed uniform / civil cloths. See that it is not torn or cut,
buttons should be of the same design & color, stitched well & should not be
missing. Shirt & trousers must be properly fitting. See that all the cufflinks
are present. Wear a simple black / brown belt if required.
8. Footwear - Wear clean & well fitting black socks. It should not be torn,
launder them every day. Wear clean, black shoes, with black laces, with
low heels and rubber / PVC sole or safety shoes as provided / prescribed
by organization. Polish them each day, dry once in a week in sun – this
helps to remove any kind of odour caused by bacterial growth. Thick
sports socks must be used only with keds and not with leather shoes. Do
not wear uniform shoes / trousers outside duty hours / work premises.
Grooming

12. 9Handkerchief : Use only freshly laundered, good quality, absorbent
handkerchiefs. Also refrain from straightening your handkerchiefs in public
view.
1Wallet : Those in the habit of carrying a wallet should invest in a slim
leather wallet of good quality and it should not bulge.
1Accessories - Anything more than a ring [wedding ring] and a watch should
not be worn.
LLADIES – Hair - No fashionable hairstyles but should be neat with no loose
hair. If hair is long keep it nicely tied up into a braid or a wrapped up style.
Short hair should be combed regularly to keep it looking neat and tidy. Make
Up - Should be bare minimum & understated. Lipstick should suit the
individual skin and complexion type – no bright[red, bright maroon, baby
pink, purple] colours or high frost evening shades please. Do not use of any
coloured nail-polish. Jewelry should be minimum – one ring, a neck-chain
and a watch is suggested.
Grooming

13. 1Thank you: When somebody helps in some way. This is a very pleasing
word. Use it without failure on all potential occasions. For added impact
one may say ‘Thank you Sir / Madam, Thank you very much’ – the
emphasized repetition makes the statement more sincere.
2Pleasure It is customary to say ‘Please do not mention it’ or ‘You are
welcome’ or ‘Pleasure’, when somebody says ‘Thank you’ – with juniors /
colleagues, one may say ‘You are welcome’ while with elders and guests,
please say ‘It was a pleasure’ or ‘the pleasure was entirely ours’ with very
sr. personnel / VIP guests
3Excuse me Sir / Madam : To draw somebody’s attention to self or to excuse
oneself on minor intrusions like sneezing or coughing, just ‘excuse me’.
Make sure that you do not interrupt a guest to draw his attention. E.g. – two
guests Mr.A & Mr.B could be speaking to each other and you need to draw
the attention of Mr.A – do not just walk up too close / just walk up and say
‘excuse me Sir’ – go near them and wait for a pause in the conversation –
then say ‘Excuse me, Mr.B, but I needed to speak to Mr.A’ – make sure
you address Mr.B since he is the one who will be unattended while you
speak to Mr.A.
Etiquette & Communication

14. 4Please: with questions and requests.
5Sorry: Whenever you commit a mistake like bumping into someone, not
being able to hear something addressed to you. For added impact one may
say ‘Sorry Sir / Madam, I am really sorry’ – the emphasized repetition makes
the statement more sincere.
5 [How] May I help you Sir / Madam? : These words do tell that we are
available to guide / assist guests. Use of ‘How’, specially when answering
phones, makes the question an open one, requesting for a specific reply from
the guest – E.g. – if you ask him / her just ‘May I help you Sir / Madam?’ – he /
she would generally say ‘Yes / No’ but if you asked instead ‘How May I help
you Sir / Madam?’ – he / she would generally reply with a specific request
such as ‘Could you guide me to the cloakroom please?’
6I Vs. We : whenever speaking on behalf of your organization, please use
‘we’ rather than ‘I’, but in cases of accountability, such as tasks not
accomplished, etc., to accept responsibility, one must say ‘I’.
Etiquette & Communication

15. Do not speak loudly – speak softly but audibly – if you are loud, you may perceived
as disrespectful and if not audible then as shy and / or nervous. Sometimes a guest
may be sharing with you something confidential and may speak very softly – please
reply similarly.
Do not laugh – smile
If need to convey something to a colleague at the other side of the room urgently
and cannot go near him – try using sign language
Don’t speak too fast – guest may not be able to make out what you are saying or
you may not have thought before saying something or the guest may get the idea
that you are in a hurry
volume!

16. Always wish everyone who you come in contact with in the Store, even if they are
not your seniors / guests / friends / colleags as per the time of the day, and
maintain eye contact while doing so, as:
Time
When you
meet
When you leave
12.00 p.m. or 24.00 hrs. or midnight to
12.00 a.m. or 12.00 hrs. or midday
Good morning Have a nice day / afternoon
12.00 a.m. or 12.00 hrs. or midday to
04.00 p.m. or 16.00 hrs.
Good afternoon Have a nice evening
04.00 p.m. or 16.00 hrs. to
12.00 p.m. or 24.00 hrs. or midnight
Good evening Good night
Before weekend / while going on leave /
Vacation
- Have a nice weekend / Vacation
Greetings / Wishing

17. LListening Skills
1. Limit Talking
2. Ask Questions
3. Get Involved
4. GOLDEN RULE – GET INFORMATION – DO NOT LET OUT
UNNECESSARY INFORMATION. E.g. – If you receive a ‘wrong no.’ on the
phone, just say ‘I am sorry, you have an incorrect no.’ do not say ‘no-no,
this is QSR, we serve Indian Fast Food, this is located in Mumbai Central….’
5Never interrupt if anyone is talking to you and you want to say something –
however ‘right’ you may be – wait for a pause in the conversation to say it.
Listening

18. The following phrases should always be avoided :
Do not say ‘Guy’ – Say ‘Gentleman’
Do not say ‘Female’ – Say ‘Lady’
Do not say ‘Of Course’ – Say ‘Surely / Certainly’
Never Swear or use Bad words – not even ‘Sh_ _’ in the store – even if you are sure
that there are no guests in hearing distance.
Do not say ‘Yeah’ – say ‘Yes’
Do not say ‘Hi’ – wish properly
Do not say ‘Bye’ – wish properly
Avoid mumbling ‘welcome’ – say completely ‘you are welcome’ or to sr.s say ‘it was
a pleasure’ – it sounds more sincere and warm.
‘no-no’ phrases
‘I do not Know’ – say ‘Sir / Madam, may I please check with my Sr.?
What To Avoid ?

19. 1FACE
Always Smile – preferably with little teeth exposure
Maintain eye contact with opposite person whenever communicating with
him / her. Shifting eyes are not always construed as a sign of shyness – it
could also convey a lack of interest or of having something to hide.
2Handshake
Whenever shaking hands with anyone, make sure that your hands are not
clammy – it is distasteful to the opposite person
bAlways offer your right hand palm open with all fingers together ensuring
that it is offered sideways and not facing up or down [facing up - it signifies
lack of self esteem; facing down – it signifies a domineering personality]
cWhen shaking hands, ensure that the clasp is between the palms and not
just fingers.
dThe pressure of the clasp should not be limp and at the same time not bone
crushing either!
NON VERBAL / Body Language COMMUNICATION

20. BBody Posture & gestures
aDo not chew your lips or brush your hair or touch your ears / nose, etc.
when speaking to a guest – it conveys either lack of interest because of
preoccupation or nervousness / tension.
bDo not fold your arms in front of your chest – it implies a closed mind.
cDo not stand with one or both of your hands on your hips – it implies a
confrontational mood.
dDo not slouch sideways or your back when conversing with anyone – it
projects a casual attitude – specially if you also cross your legs when doing
so or lean on something.
eIdeally stand straight with weight distributed equally on both legs placing
them comfortably apart; hands may either be clasped together behind you or
in front or be left in a comfortable stance on the sides.
NON VERBAL / Body Language COMMUNICATION

21. When pointing out someone to a guest or directing him / her make sure
that you do not use just a finger to do so – use your entire palm with all fingers
pointing towards the person / area – it is more polite.
To express understanding of what the guest is saying to you, nod and / or
say ‘right Sir / Madam or yes Sir / Madam’ at regular intervals during the
conversation ensuring that you are not doing so by interrupting the guest
specially when you are using the verbal mode of confirmation – do it at the
end of statements or whenever the guest pauses.
Do not hurry in the store – walk firmly but with a normal, natural pace – too
fast may end up in an accident or an nervousness and / or ‘coming on too
strong’ signal to a guest and too slow may signify to him your lack of interest
in him.
Personal Space – Every human being needs some amount of personal
space around them – depending on the individual and situation it may be high
or low – for service personnel interacting with guests – it is advised that on not
less than 2 feet and not more than 5 feet be maintained – if you go too close
you may be threatening his personal space and if you are too far, you may
hinder making proper contact with the guest even if you are audible when
speaking to him / her.
NON VERBAL / Body Language COMMUNICATION

22. O DO’S & DON’T’S – General Etiquette
1. Always remember that the guest / customer / client (the best term is
guest) comes first and is always right.
2. Be punctual – if late you may not have enough time to present yourself
well groomed
3. If in a narrow guest area – ensure you move out of the way and let the
guest move in / out first.
4. Remember to open doors and pull and rearrange chairs for guests –
these are common service courtesies.
5. Offer to help ladies or elderly guests struggling with their baggage by
saying ‘May I carry that for you Sir / Madam’
OTHER DO’S & DON’T’S – general etiquette

23. 1. Sometimes you may realize through overhearing celebrations, etc. that
it is a guest’s birthday / wedding anniversary – it will be considered natural
and warm on your part to wish him / her.
2. Wishing on festivals / national days is also considered to be a sign of
hospitality & welcome.
3. Do not act too familiar with children who may have come with guests –
do not pick them up / touch them unless if the guest has requested you for
help of the nature.
4. Never Smoke in or in the visible vicinity of the store. If you have had a
smoke, before reporting back, ensure that your hands / breath / clothes
are not smelling of smoke.
1.
OTHER DO’S & DON’T’S – general etiquette

24. 5 Do not argue with or in front of guests.
6 Do not carry on conversations with your colleagues in guest areas
unless strictly a work requirement
7 Keep personalities out of work place. Understand and accept that you
are working in a professional environment and not a personal one –
personal grudges can result in more than glum faces – it could result in
lack of coordination between you and another personnel which may lead
to serious lapses in work.
8 Do not receive personal calls in work areas unless an emergency
9 Do not receive friends in work areas – guide them to a staff area after
excusing yourself to a sr.
1Do not eat anything in work area.
1Do not look glum if a guest doesn’t tip you. Tips should not be taken for
granted!
OTHER DO’S & DON’T’S – General Etiquette