ATTITUDES AND SKILLS NEEDED in tourism.pptx

Slide show discussing the attitudes and skills necessary for working in the tourism sector.

1. ATTITUDES AND SKILLS NECESSARY FOR WORKING IN THE TOURISM SECTOR

2. What are attitudes? Attitudes are the feelings and beliefs that largely determine how persons perceive their environment, commit themselves to intended action and ultimately behave. Attitudes are a mental set that affects how a person will view something else, much as a window provides a framework for our view into or out of a building.

3. Positive attitudes tend to attract other people to us while negative attitudes tend to alienate others. Attitudes spread, they are caught by others and they profoundly affect the level of convivial service in any hospitality operation. We cannot escape attitudes, they colour virtually everything we do, even though we may try, we cannot hide them. We all, unwittingly or not, broadcast attitudes in everything we say and do. Attitudes are difficult to conceptualise , because they cannot be measured directly, they are illusive. Attitudes can best be observed through one's body language and tone of voice.

4. Aspects of A ttitudes that Impacts the Quality of Service provided to the Customer

5. Appearance One never gets a second chance to create a positive first impression so it is important that one's appearance is in keeping with the organization's policy on this. There is often a connection between how you look and how you behave. Good grooming is very important. One's appearance must reflect professionalism on the job.

6. Body Language Attitudes are transmitted through one's body language. How one stands, sits or moves sends direct signals to others. Communication experts maintain that body language alone can communicate more than half of the message one communicates. Two forms of body language that are particularly critical to customer service interaction are eye contact and facial expression. Each of these factors can make the difference between a pleasant and not-so-pleasant service exchange.

7. Tone of Voice Our tone of voice can say it all, it can reveal our true meanings or intentions. The tone of voice you use with customers may mean the difference between: Acceptable job success and great job success . Adequate customer service and quality customer service. Identical words can convey a variety of different meanings merely by changing voice intonations. Short , abrupt, hurried, cold or sarcastic remarks convey negative messages. On the other hand a warm, friendly and relaxed tone will reflect a positive message.

8. Tact It is important to select the right words to say and saying them in the right tone of voice. A tactless remark, intentional or not may prove to be offensive to the customer. A skilled and well trained service personnel will always be aware of what to say and how to say it in order to promote customer satisfaction.

9. Attentiveness Only human beings can tune in to the unique needs of other humans. Quality service demands that each guest be appreciated for his/her own individuality. Customers should never be treated as mere numbers or covers. All individuals cannot be treated the same way as their needs will vary. Some customers have unique needs specific to them or their situation. This calls for "reading the customer” , that is being aware of any unique needs that they might have.