Personal Skills and Attributes of F&B Staff

Personal Skills and Attributes of F&B Staff:

It is so often forgotten that the waiter is also part of the entire meal experience. One should remember that the product of the food and beverage operations depends greatly on the competence of the staff members selling, presenting and clearing the food was drinks from the table. The fact that the dinners look dazzling and that the food was plated so well by the kitchen and that the restaurant is beautiful, helps nothing if food is bluntly placed on a table with no service etiquette of staff and personality that goes with it.

The contrary is also said to be true, that a well-groomed waiter/waitress can also make up for poor meals and general dining experience.

Knowledge of food and drinks

Ø Service staff should have sufficient knowledge of all the items on the menu and wine list in order to advise and offer suffestions to customers. Furthermore they must know how to serve correctly each dish on the menu, what its accompaniements are, the correct cover, make-up of the dish, preparation methods and plating styles. It is crucial to serve beverages at the appropriate temperatures.

Punctuality

Ø Being late for your shift shows a definite lack of intrest and respect to management and guests and service staff should at all times be on time.

Personality

Ø Even-tempered staff who are tactful, friendly, courteous and good humoured make the best team players in the food and beverage industry. It is vital that they should be well spoken, because as an alternate to a menu, they also act as a selling aid to guests.

Attitude towards customers and complaints

Ø Customer’s needs and expectations should at all times be met. It is very important to ensure that the staffs treats even the most difficult customers with respect. Difficult customers may not necessarily be “difficult”, but may be uneasy and uncertain about the manner in which they need to conduct themselves.

Personal Skills, Attributes and Customers Care

Customers should never be argued with as doing this only aggravate them more.

Customers that complain should be handled especially carefully and with tact and courtesy. Should a staff member feel that he or she cannot meet the needs of the customer, or that they are uncomfortable in handling the situation, a manager or supervisor needs to be called to resolve the matter.

Sense of willingness and urgency

ü As previously mentioned, sales staff need to act with a matter of urgency and willingness towards the food and beverage outlet as well as towards customers. This will ensure that the company will be able to send out satisfied customers and will also have a good return rate of guests and a higher net profit.

Honesty and Loyalty

ü Staff should at all times be loyal to first the company and secondly the guest. By acting in an honest manner, they will build up trust not only from management and staff, but also from the customers.

Present ability

ü Watering staff should at all times be presentable and dressed according to the standards of the establishment. No exceptions should be made to the dress code as this will create the opportunity for staff to change their uniforms according to their liking and not to the standard of the establishment.

CUSTOMER CARE

Handling complaints

Should a problem arise and the customer makes a complaint, various aspects of the service cycle should be observed. Firstly it is important not to interrupt the guest. Leave them to have their say and then act upon their comments.

Should a customer be really difficult and disruptive, call a supervisor or manager and move the customers to a separate room or less busy part of the restaurant or function.

Steps to take:

1.  Apologise

Only apologise for the specific complaint or problem. You do not need to elaborate (blaming the kitchen or the suppliers..) 

2.  Restate     

Repeat the complaint again to the customer to fully ensure that you understanding what he/she is complaining about.

3.  Agree

Agree with the complaint and thank the customer for bringing it to your attention.

4.  Act

No act on the complaint and try to solve the problem

5.  Feedback

It is important for the customer to know that his/ her complaint has been acted upon. Given them feedback and apologise once again.

Never do the following:

1.   Loose your temper at the customer. They may be difficult but you have to maintain your seniority over them.

2.   Do not take the complaint as a personal insult or reflection on your direct work.

3.   Do not blame another department.

4.   Argue with the guest. This will aggravate him/her more and lead to another argument.

Managerial responsibilities towards staff and customers:

Food and beverage managers should be observant and sensitive towards their staff and customer. Customer relations is concerned with the conditions staff work under which may assist or prevent food standards of interpersonal skills being maintained. There are two aspects of this: firstly the physical staff conditions and secondly, the satisfaction customers receive from the food and beverage service experience.

v Staff should be guided and trained according to the standards of the establishment. This will ensure that all guests are given the same treatment and that all staff will be comfortable in the execution of their duties.

v Regular meetings should be scheduled with staff so as to ensure that they are aware of the importance of their roles in the organisation. This will also eliminate confusion with special requests organised by management

v Inter-departmental training should also be done so that staff will feel more competent in the general run of the division that they work in. It will lead to more motivated and trained staff which in turn could lead to a financial saving for the company.

v Management should act upon guest complaints regarding staff and their meal experiences. There could be a lot merit in a complaint and the appropriate preventative steps should be taken after dealing with a complaint.

v Staff should at all times have high morale. This can be done by thanking them regularly for the great work that they have been doing. It is wise to reward staff members for tasks well performed.

v Future problems should be identified and rectified in advance so that staff will be able to perform their duties to the best their abilities on the sad day

v Provision should be made for physically impaired guests like those in wheelchairs, or with guide dogs.

Intra- personal: Conflict that occurs within an individual.	Inter-personal: Refers to conflict between individuals.
Intra-Group: Conflict that takes place within a group.	Inter-Group: Conflict that exist between group.

communication in the Work Place

The importance of maintaining effective channels of communication:

QUESTION: 1

v Explain the importance of having an effective communication system within the department in the organisation?

Answer:  

Focus is the start of good communication.

1.  We must increase our focus when dealing with                                                   employees, managers and customers in order to maintain effective communication in the workplace.

2.  Listening is the most important tool in communication.    Listening will allow us to be better leaders, teammates, and communicators. Listening also increases creativity.

3. Good listening is a choice.
In the Moment

   1. We must be open and flexible to change.
   2. We have no control over many things.
   3. We always control our attitude and how we react to change.
   4. By being in the moment when we communicate, we are more prepared for whatever happens next. Being prepared allows us to be successful, more productive and to maintain effective communication in the workplace.
Three C's: The goal is to communicate to your audience effectively so they are comfortable, confident and in control.

   1. Be a leader and help the other person be     comfortable, confident and in control.
   2. Provide the right details at the right time.
   3. Be patient.
   4. Be flexible.
   5. Be open to ideas.
   6. Define constant communication.
   7. Speak up when something is bothering you.
Be more detailed. Everyone needs a different amount of details to maintain effective communication in the workplace. Give the right amount of details at the right time.
1.  Understand we are all different in how we communicate.
2.  Some people are chit-chat people and some are down to business. Communicate differently to each employee. Treat them as individuals and not as a group.
 3. Each employee will respond to different ways of  communication.
4.  Be patient and positive.
Create a 50/50 partnership. Involve the employees in the communication process. If the employee has ownership and is involved, they care. When the employee cares, they have passion and maintain effective communication in the workplace.

1.  Ask the question: How do I make the other people around me successful? This is the hardest part of effective communication. Most people come in to work and say, "What can everyone do for me today?"
2.  The dynamic shift is asking the question, "What can I do for the people around me to make them successful?" Ask the question. Answer the question. Act on the answer.

Ø Effective communication is important in an organization because it creates mutual understanding environment between the management and employees. Directly, it also helps in increasing the employee's productivity.
Clear speech is important so the other person/people can understand what you are saying. If it is written information i believe it should include facts as well as opinions so it is not biased. It should be formal and simple to read. Your Audience are the people who will read this so think of how they would see it and work from there.

Ø It gives a sense of direction to the workers as they now understand what they are to achieve through good communication
staff motivation especially a two way communication
ideas from workers who are closer to action
it reduces the rate at which workers react to changes

QUESTION: 2

v Develop a strategies for improving communication with the development?

Answer:

Understanding the Basics of Communication Skills

Know what communication really is.

 Communication: is the process of transferring signals/messages between a sender and a receiver through various methods (written words, nonverbal cues, spoken words). It is also the mechanism we use to establish and modify relationships.

Have courage to say what you think.

 Be confident: in knowing that you can make worthwhile contributions to conversation. Take time each day to be aware of your opinions and feelings so you can adequately convey them to others. Individuals who are hesitant to speak because they do not feel their input would be worthwhile need not fear. What is important or worthwhile to one person may not be to another and may be more so to someone else.

Practice.

Developing advanced communication skills begins with simple interactions. Communication skills can be practiced every day in settings that range from the social to the professional. New skills take time to refine, but each time you use your communication skills, you open yourself to opportunities and future partnerships.

Engage Your Audience

Make eye contact.

Whether you are speaking or listening, looking into the eyes of the person with whom you are conversing can make the interaction more successful. Eye contact conveys interest and encourages your partner to be interested in you in return.

• One technique to help with this is to consciously look into one of the listener’s eyes and then move to the other eye. Going back and forth between the two makes your eyes appear to sparkle. Another trick is to imagine a letter “T” on the listener’s face ,with the cross bar being an imaginary line across the eye brows and the vertical line coming down the center of the nose. Keep your eyes scanning that “T” zone.

Use gestures.

These include gestures with your hands and face. Make your whole body talk. Use smaller gestures for individuals and small groups. The gestures should get larger as the group that one is addressing increases in size.

Don’t send mixed messages

 Make your words, gestures, facial expressions and tone match. Disciplining someone while smiling sends a mixed message and is therefore ineffective. If you have to deliver a negative message, make your words, facial expressions, and tone match the message.

Be aware of what your body is saying.

 Body language

can say so much more than a mouthful of words. An open stance with arms relaxed at your sides tells anyone around you that you are approachable and open to hearing what they have to say. Arms crossed and shoulders hunched, on the other hand, suggest disinterest in conversation or unwillingness to communicate. Often, communication can be stopped before it starts by body language that tells people you don't want to talk. Appropriate posture and an approachable stance can make even difficult conversations flow more smoothly.

Manifest constructive attitudes and beliefs.

The attitudes you bring to communication will have a huge impact on the way you compose yourself and interact with others. Choose to be honest, patient, optimistic, sincere, respectful, and accepting of others. Be sensitive to other people's feelings, and believe in others' competence.

Develop effective listening skills:

Not only should one be able to speak effectively, one must listen to the other person's words and engage in communication on what the other person is speaking about. Avoid the impulse to listen only for the end of their sentence so that you can blurt out the ideas or memories your mind while the other person is speaking.

Use Your Words

Enunciate your words.

 Speak clearly and don’t mumble. If people are always asking you to repeat yourself, try to do a better job of articulating yourself in a better manner.

Pronounce your words correctly.

People will judge your competency through your vocabulary. If you aren’t sure of how to say a word, don’t use it.

Use the right words.

 If you’re not sure of the meaning of a word, don’t use it. Grab a dictionary and start a daily habit of learning one new word per day. Use it sometime in your conversations during the day.

Slow your speech down.

People will perceive you as nervous and unsure of yourself if you talk fast. However, be careful not to slow down to the point where people begin to finish your sentences just to help you finish.

Use Your Voice

Develop your voice – A high or whiny voice is not perceived to be one of authority.

In fact, a high and soft voice can make you sound like prey to an aggressive co-worker or make others not take you seriously. Begin doing exercises to lower the pitch of your voice. Try singing, but do it an octave lower on all your favorite songs. Practice this and, after a period of time, your voice will begin to lower.

Animate your voice.

Avoid a monotone and use dynamics. Your pitch should raise and lower periodically. Radio DJ's are usually a good example of this.

Use appropriate volume.

Use a volume that is appropriate for the setting. Speak more softly when you are alone and close. Speak louder when you are speaking to larger groups or across larger spaces.

Dealing with conflict situations:

QUESTION: 1

State company procedure for resolving conflict within the department?

Answer:  

There are different strategies for managing conflict and each individual has a personal conflict-handling style. It is possible to change our conflict-handling style by learning new and more effective ways of managing conflict. Responses to conflict situation depend on the individual’s goals and the importance of the relationship.

Five basic strategies that could be used in conflict:

Style	Useful when	Consequences	Characteristics
Competition (forcing or aggressive)	There is physical threat, the goal is more important than the relationship.	Power play; loss of relationship; resentment.	Dominating, abusive, arrogant, bossy, yelling.
Avoidance (withdrawal)	There is a danger to your safety.	Feeling hurt, misunderstood	Indecisive, apologetic, submissive, timid.
Accommodation (smoothing)	The relationship is more important than your goal.	No solution, possible later-resentment.	Submissive, agreeable, quiet.
Compromising (going half/half)	If there is limited time and you don’t mind giving up.	Possible anger later, can maintain relationship.	Direct, good listening, everyone givers a little.
Joint problem solving (co operation)	There is time, a long term solution is required and the relationship is important.	Satisfaction long term solution, improved relationship.	Good listening, creative, accepting, honest & open.

QUESTION:2

Given a range of conflict situations, decide with procedures to follow and give reasons to follow and give reasons for this dissention?

 

Answer:

What is Conflict?

Ø  Conflict is the deliberate attempt to oppose, resist or coerce the will of another or others.

Objects of Conflict

The objects of conflict may be:

1.     Power

2.   Status

3.   Property

Types of conflicts:

1.   Interdependence conflicts:

A person relies on someone else’s co-operation, output or input in order for them to get their job done.

2.   Difference in style:

People’s preferred way for completing a job can differ.

3.   Differences in Gender:

Conflicts can arise between experiences, ethic heritage, gender and political preferences.

4.   Differences in Leadership:

Employees who change from one leader to another can become confused and irritated by the different leadership styles.

5.   Personality clashes:

These types of conflict in the workplace are often fuels by emotion and perceptions about somebody else’s motives and character.

Conflict Management Styles:

ü Competition

ü Avoidance

ü Accommodation

ü Compromising

ü Joint problem solving

Customer Care:

Customer Care:

What is customer service:

Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

How to greet people in different languages:

«  French - Bonjour

« Afrikaans — Hallo (hello) pronounced Hu-llo

« English - American — hello (formal), hi (informal), hey (informal,) yo (informal)

« English - England — How do you do? (formal), Good Morning (formal), Good Afternoon (formal), Good Evening (formal) hello (less formal), HowDo? (informal), Watchya (informal), Alright (informal) hi (informal), Hiya (informal)

« Tongan — malo e lelei

« Zulu — sawubona for one person, sanibonani for multiple people. Sawubona translates to mean 'we see you' and you should respond by saying yebo, meaning 'yes'

« Spanish - Hola 

« Italian - Bon Giorno 

« German - Guten Tag 

«  Chinese - Ni hao 

« Irish - Dia Duit 

« Hindi - Namaste 

« Russian - Zdravstvuite (pronounced Zdra-stvooy-tyeh) 

« Greek - Yia sou (Ya-soo) 

« Czech - Dobry rano 

« Japanese - Ohayou gozaimasu (pronounced O-ha-yoh go-za-ee-mas) 

« Hebrew - Shalom (this is used for hello, goodbye and peace) 

« Arabic-based languages - Marhabah 

« Swedish - Hej 

« Dutch - Goedendag 

« Swahili - Jambo 

« Vietnamese - Chao 

« Korean - Ahn nyeong ha se yo 

« Portuguese - Bom dia (Good Morning)

Establish customer needs and provide the appropriate service:

Employers

• Provide training to your employees on how to treat your customers.  Think of it this way... what do your customers' expect to get from your business. This is obviously different for every business and also depends on the type of business you have. But put yourself in your customer's shoes...If you were the customer, what would you expect to see in terms of customer service? Once you have clearly defined that, you can then train the employees on how to provide it.
• Set the standards high for your employees and make sure they stick to it. But I don't believe in the type of management that only uses negative reinforcement. I believe that you should also use positive reinforcement with your employees as well. In fact, you'll find that the more positive reinforcement you use, the more you'll get out of your employees. Don't use fear management. It breeds negativity and bad morale and eventually your customers can feel and sense it. This will only further lead to poor customer service.
• The only way to provide great customer service is to have a customer service standard, have a plan on how your employees will deliver your standards, and test the standards. Also, pay your employees what they deserve and provide them rewards for going the extra mile. If your employees are making minimum wage and not getting any incentive to "go the extra mile", then you won't get anything extra from them and neither will your customers. Your employees are the face of your business. The service your business receives comes directly from your employees, so make sure your employees are getting a fair deal.

Employees

• First of all, when you are working with customers, no matter what your occupation, think of it this way...How would you want to be treated if you were that client?
• If you are unhappy about your current job, don't take it out on the customer. Remember, it is not their fault that you are unhappy with your job and it's not their fault that you're in the situation you are in, whatever it may be. Again, remember, what would you expect if you were the customer?
• When talking with a client, first of all, smile! Say Hello, how can I help you? If you are not behind a counter of some kind, shake their hand, introduce yourself and ask their name. Then, ask them how you can be of assistance.
• If your employer has a standard for customer service, make sure you know what it is and abide by it. And, at the end of the year, when you get your annual review, make sure you remind your boss in writing how you met that standard and ask that it be added to your annual review.
• If you work in a store of some kind, like a grocery store, department store, etc...why do you ignore customers as they walk by you? Here's my point - it should not matter where you work, you should never ignore a customer walking past and you are never more important than a customer. This is a valuable lesson to learn. No matter who you are or where you work, you have to learn to appreciate your customers! Think of it this way - not only that you could be that customer getting the poor service but more importantly, if it wasn't for that customer, you wouldn't have a job! Remember that the next time you ignore a customer.

The fact of the matter is that customer service is ignored or takes second place to growing a business and increasing profitability. When in fact, great customer service will do just that, grow your business and make it more profitable.

If you survey a room of 50 people, 94% of the people in the room would tell you that they have not received good customer service lately. Furthermore, they would tell you that they have received extremely poor service recently, more than they wish to recall.

I believe that together, we can change the way we are treated as customers and the way we treat customers. If we all work together to change the view point of everyone, then maybe we can bring back the days in which customers were respected and could recall more examples of "Great Customer Service" rather than poor customer service.

Cultural consideration:

Culture is defined as the pattern of basic behaviour that a group has invented, discovered and developed in learning to cope with internal and external integration.

A cultural group is a group of people with the same norms, customs, traditions, values, behaviours and standard of living.

Examples of a cultural group could be:

« Population groups

« Organisations

« Clubs

Culture differ from each other in many ways:

« Language

« National Holidays

« Dress

« Food preferences

« Body language

« Traditions

« Customs marriage practices

« Religious beliefs

« lifestyles

HANDLING COMPLAINTS

The first thing that you should always remember is that nine out of ten complaints will be about the shop/restaurant, the food, products or services you offer and NOT about you.

Your attitude will play a vital part in how effective you are in dealing with customer complaints. Always have a positive attitude toward both the customer and the complaint. Be positive. At least this customer actually took the time and effort to complain. The majority just accept poor service or poor quality food and simply complain with their feet. In other words they just leave the premises and never return.

They also cause you a lot of damage by telling their friends and work colleagues about their bad experience, thus planting a seed of doubt in their minds about visiting your shop or restaurant.

Complaints about the food and products are probably the most common, for example, you may serve a meal in the restaurant and include an item the customer didn’t order. So what do you do? Whether you are dealing with a complaint about the service given such as the time taken to queue or the food or products offered, there are key stages in how to effectively deal with both the customer and the complaint. Remember, this customer took the time and trouble to complain which means you have the opportunity to win back their custom. So, in the above case, the most sensible and obvious choice is to apologise and offer to change the meal. So, how do you effectively deal with a customer complaint?

First of all you have to be aware of what the complaints policy of your shop or restaurant is. Do you have the responsibility/authority to deal with the complaint through to its conclusion? Or do you have to pass the situation over to a colleague or superior?

The first two stages apply to both of the above and, if all stages are handled correctly, they will ensure your customer is treated both professionally and courteously.

If at all possible, take your customer to one side or away from the majority of your customers. This way, they don’t have an audience to play to, nor do other customers overhear.

DON’T get defensive. You do not want to get into an argument with your customer, even if they want to get into one with you. Never say “it’s not my job”. Politely ask the customer for their name and remember it.

First of all you have to find out what the problem is. Ask the customer to tell you exactly what the problem is. LISTEN very carefully to what they tell you. It might be helpful to take notes at this stage to verify later with the customer, or, if passing the complaint over, to give your colleague the full story. You will only anger the customer more if they have to repeat themselves to someone else or to correct your version. Whilst the customer is talking to you don’t interrupt or jump to conclusions, let them ‘get it off their chest’. Stay calm and make sure you understand the precise nature of their complaint. Repeat back to them the key points of their complaint. This has two benefits. Firstly, it proves to the customer you have been listening to them and secondly, you have the precise details of the complaint (this is where taking notes may be helpful).

The next stage is probably the most difficult – you have to apologise! You need to empathise with the customers’ feelings, in other words, you understand how they feel and that you take the problem seriously. Don’t blame other people or say it has nothing to do with you.

You then have to decide what to do and take the necessary action.

If you have to pass the customer and the complaint over, remember that the customer complained to you and will not want to repeat the story to someone else. Make sure you explain the problem fully (again notes may be helpful).

Hand the customer over courteously by introducing them (by name) to your colleague or superior. Explain their position to the customer and inform them that the complaint will now be dealt with by this person.

If you are dealing with the complaint yourself, make sure you follow the accepted procedures within your shop/restaurant (refunds, replacing meals etc.). Always explain fully to the customer what you are doing, so they are aware of what is happening and why. This should ensure the customer is happy with what is happening and should alleviate further complaints or arguments. Never make any promises that you cannot deliver. Finally, always ask if the customer is happy with the outcome. This is to make sure that the customer is happy with the outcome and you have dealt fully with their complaint. If dealt with professionally and courteously you will have won your customer back, thus ensuring their return time and time again. If there are any issues raised by the customers complaint, then ensure any necessary action is taken to make sure that that particular problem does not occur again.

Listed below are some of the common complaints that could arise in your shop/restaurant. Put a tick against the ones you think you would be expected to handle yourself and a cross against those you think you would pass on to a colleague or superior. ü  A customer complains that they have                             been given the wrong order. ü  Someone is given the wrong change.                      š ü  A customer complains about the            portion size.                                                                  ü  A customer rings in to say they have            found a fly in the batter.                                            š ü  A customer complains about the                                         quality of the food.                                                     

COMMON COMPLAINTS

Dealing with Complaints:

The importance of evaluating customer complaints and taking appropriate corrective action is critical to the success of a business as a complaint ignored, is a customer/guest lost forever.

How to Develop Interpersonal Skills for Excellent Customer Service

1.  Smile. When you smile, and mean it, your own attitude changes. When you show that you have a positive attitude, it's harder for the people you encounter to have a negative attitude. If you are dealing with a customer over the phone, you should still smile. Smiles are reflected in your voice.

2. Tell your customers that you appreciate their business. Show genuine concern for their problems or issues and let them know that you want them to remain a customer. The more information you have regarding their activity with you or your company, the better chance you have of making their experience positive.

3. Pay attention to your customers. Notice their body language or tone of voice. Listen to them intently and address their needs according to their specific concerns. Do not place a customer in a category. Recognize that the person with whom you are dealing is an individual who may be going through a difficult time. Do everything you can to let him know that you will do your best to make his situation easier.

4. Avoid sharing too much of your own stories that relate to your customers. They need you to assist them with their own problems, not to burden them with yours. Simply saying "I understand" or "I've been there" will reassure your customer and motivate her to give you more information that you can use to assist her further.

5. Practice effective conflict resolution skills. Once you have heard your customers' concerns, identify or repeat the problem to assure them that you heard them correctly. Suggest solutions based on the information they've provided. Not all solutions will be appropriate for everyone. Offer your assistance or tell them where they can find additional help if you cannot given them what they need. Check back with them to find out if they are satisfied with the resolution.

6. Communicate clearly and effectively. Consider having a brief statement prepared, but not memorized, that will deliver your point clearly.

7. Laugh with them, but not at them. If your customer is confused or unsure about how to do something, explain patiently how his problem can be solved. Be sure to pick up on his humorous efforts and respond with a little chuckle to let him know that you support him.

8. See things from their point of view. Imagine yourself standing in their position, searching for answers. What kind of help would you need? How would you expect to be treated? Answering these questions will help you to begin to see things from their perspective.

9. Don't complain about your job, your company, your boss or anything else. A definite way to ensure that you will make a customer's experience negative is to be negative yourself. Refrain from any complaints whatsoever, even if the customer is an infectious complainer.

10. Observe other service workers and notice how they treat customers. Pay attention to their customers' reactions to them as well. Notice when someone is dealing with a customer in a way that you find unacceptable and observe how the customer reacts to that behaviour.

Characteristics for good customer care:

Politeness-

·        Appropriate greeting for the time of the day in a warm and friendly manner.

·        Always acknowledge the guest if a guest approach you while you are busy, stop what you are doing, make eye contact, smile use their name if you know it.

·        Acknowledge their support for your hotel.

Willingness to assist­-

·        Take the time to make a conversation with your guests

·        Observe what is happening around you and meet guest expectations

·        Offer assistance, show an interest in your guest.

·        Use positive body language e.g smile, open gestures, handshakes, upright postures.

Prompt Service and remedial action-

·        Assisting guest is more important than any other work, so attended to guest request immediately.

·        Never keep a guest waiting.

·        As soon as the guest needs have been attended to, get back to work straight away.

Identifying customer requirements:

Guest basic needs are:

« To feel important

« To be recognized

« To feel safe and secure

« To feel in control

« To feel appreciated

Clean and secure environment:  Guest is very sensitive to the quality of housekeeping everywhere, especially in the bath.

What behaviour should be chosen?

Professional- your personal feelings should be submerged.

Understanding- if you can show them that you fully understand their situation.

Patient- be patient with your customers.

Choose to-

ü Acknowledge them as soon as possible

ü Apologize for any delay

ü Be friendly and welcoming

ü Use their name

ü Smile

ü Show them that you really are listening

ü Reassure them

ü Explain things fully to them

ü Lean forward with an open body posture

ü Chick you’ve understood and agree the next step

ü Perhaps, touch them on the arm

P-  always be polite

L-  listen attentively

E-  empathise and ensure feedback

A-  ask questions and display a good attitude

S- smile

I-  show genuine interest

N-  never say “NO” upfront, reword negatives and offer alternatives

G-  go far and settle in the situation

What attitude is appropriate?

Ø The right attitude is to take responsibility for sorting out what the customer wants.

Ø Your customer want help, not to be passed from pillar to post.

Ø Be enthusiastic.

Ø Be confident.

Ø Be welcoming.

Ø Be helpful.

Ø Be polite.

Ø Show you care.