slides of front office syllabus

WHAT DO YOU SEE?

PERCEPTIONWe 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 RulesLet us make some

commitments !

I shall not hold back

I shall appreciate

I shall ask

I shall not ridicule

“Sir / Madam”

WARNING

Speaking in Hindi

Late Coming

“Yeah”

“Sure” Mobile phones

GROOMING

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

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?

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

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.

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

ORNAMENTSWATCHES

Conservative, not flashy, or too large

Leather Strap

Black, Brown or Tan

Metallic Strap

Gold or silver

Grooming Standards

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.

FOOTWEARWell maintained, well polished, in good repair

Only Uniform shoes

Grooming Standards

SOCKS

•No pattern.

•Odorless & clean

•Elastic intact.

FOOTWEAR• Only uniform shoes.

•well polished & in good repair,

Grooming Standards

MAKE UPSimple and basic

Foundation

Use foundation to avoid oily look

Lipstick

Only prescribed colors

Grooming Standards


Eye Shadow

Subtle & not excessive

Eyeliner

Thin, straight, applied neatly.

Grooming Standards


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.

Grooming Standards

Why is grooming important?

Our brand “OBEROI” represents Dignity Sophistication Quality Customer service Business

and we represent our……….. Brand

We don’t 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

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?”

DO’S

Do Not Put The Caller On Hold For More than 15 Sec.

Address The Guest By Name At Least Twice.

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

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 holdingIf 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?

“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

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?”

“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 ”

WHEN ENDING A CALL

Telephone Etiquette

The End

WELCOME !Let us begin with some FUN and…

GAMES?GAMES?

Guest Contact

What Relationships do we share with Guests?

Relationships are generally

Long

Informal

Personal

Are GUEST RELATIONS different?

Guest Contact

GUEST RELATIONS are

Short

Formal

Professional

Close Relationships are

Long

Informal

Personal

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...

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…

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…

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?

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 !

Guest Contact

SIGHT

SPEECH

SMELL

TOUCH

TASTE

We all have 5 senses

Guest ContactWhat do we learn about guests by just seeing?

SIGHTSPEECH

SMELL

TOUCH

TASTE

Indian or foreigner

On business or leisure

Age

Status

Dress

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

Guest ContactSIGHT

SPEECH

SMELL

TOUCH

TASTE

What do we learn about guests through sense of smell?

Fragrance of the perfume

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!

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

Guest ContactSIGHT

SPEECH

SMELL

TOUCH

TASTE

What does guest notice when he hears you speak?

Etiquette Manners

Speech Professionalism

Politeness Rudeness

Accent Language

Guest ContactSIGHT

SPEECH

SMELL

TOUCH

TASTE

What do guests learn about us through sense of smell?

Body odor

Bad Breath

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?

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

Expectations

Perceived ServiceArea of

compliments

Perceived Service

Area of complaints

Exceeding Expectations

A N T I C I P A T I O N

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!In groups, write 10 examples of anticipation!

Guest Contact

The End

Quiz

Guest Contact

What does guest notice when he looks at you?

Appearance Uniform

Grooming Posture

Confidence Personal hygiene

Nature Expressions

Attentiveness Level of expertise

Guest Contact

Correct the following sentence

Long

Informal

Personal

GUEST RELATIONS ARE

Short

Formal

Professional

Guest Contact

What leads guests to compliment or complaint?

Guest Contact

Guest Relations

Expectations

Perceived Service

Perceived Service

Area of complaints

Area of compliments

What leads guests to compliment or complaint?

Guest Contact

While talking to guest

FACIAL EXPRESSIONS

Always smile

Always maintain an interested and helpful expression

Maintain Eye Contact


FACIAL EXPRESSIONS

Distance, speech, gestures

Maintain distance of about 2 feet

Speak softly and clearly

Avoid unnecessary movements of hands and facial gestures


Stand Erect at ease

Weight balanced on both feet

Shoulders Straight

Chest out/ Stomach in

While Standing

POSTURE

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

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

While Walking

PACE

Walk at even pace in guest areas without sound of footsteps

Do not run even when in hurry.

While Walking

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.

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

SPEECHSpeak softly and politely.

LANGUAGEDo 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

While talking to colleagues

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.

Courteous Behavior

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

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

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.

General


The End

Quiz

Etiquette & Manners

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

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

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

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

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

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

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