CHAPTER 6. Projecting a Positive Social Image in Hospitality [Autosaved].pptx

PROFESSIONAL DEVELOPMENT

1. CHAPTER 6: Projecting a Positive Social Image in Hospitality KM ORTALEZA
INSTRUCTOR

2. Objective By the end of this lesson, students will have a clear understanding of the importance of projecting a positive social image in the hospitality industry. They will learn practical skills, from grooming and proper etiquette to public speaking and body language, to help them create a welcoming environment for guests and clients.

3. Social Image Social image is the way individuals present themselves to the public, and it directly impacts how they are perceived. In hospitality, projecting a positive social image is essential because it builds trust, reflects the professionalism of the organization, and enhances guest satisfaction. A positive social image in the hospitality industry helps to create lasting first impressions, foster a sense of trust, and ensure guests feel valued and cared for. A well-groomed and respectful staff strengthens the overall reputation of the hotel or restaurant, making customers more likely to return.

4. Good Grooming and Proper Hygiene Good Grooming: Grooming refers to how an individual maintains their personal appearance, such as their hair, skin, and overall cleanliness. In hospitality, staff must always look neat, clean, and well-presented to create a positive impression. Proper Hygiene: Maintaining proper hygiene is equally important. This includes regular bathing, fresh breath, clean nails, and no body odor. Proper hygiene not only helps with personal health but also reassures guests that their environment is clean and well-maintained.

5. Grooming for Men and Women Both men and women in hospitality should adhere to grooming standards that promote professionalism. Though there are slight differences in grooming for men and women, the key is to maintain a polished and respectful appearance.

6. Men’s Grooming: Hair: Well-trimmed and styled. Facial Hair: Neatly groomed or clean-shaven. Nails: Short and clean. Clothing: Ironed uniforms or suits appropriate for the setting.

7. Women’s Grooming: Hair: Neat and styled, either pulled back for practicality or left loose but tidy. Makeup: Natural and minimal. Nails: Clean and trimmed. Clothing: Appropriate for the role, fitted, and wrinkle-free. Female hotel staff, on the other hand, may wear a subtle amount of makeup that enhances their professional look without being distracting. Both men and women should aim to project an image of confidence, cleanliness, and respect for the guests.

8. Dressing for the Occasion Your attire must match the occasion, the setting, and your role. It’s important to dress in a way that respects both the client’s expectations and the company’s image.

9. Proper Way of Introduction

10. Body Language Non-verbal communication through body language can be just as important as verbal communication. In hospitality, positive body language can make guests feel more comfortable and respected. Example: A hotel receptionist should face the guest, maintain open body posture (avoid crossing arms), and use positive gestures like nodding during conversation to show attentiveness. A waiter at a restaurant can use a friendly smile and maintain eye contact while taking an order to show the guest they’re engaged and interested in providing good service.

11. Public Speaking In hospitality, there are times when staff need to speak in front of groups, such as during a tour, a meeting, or a public event. Public speaking skills are essential to communicate effectively and confidently. Example: A tour guide in a museum or hotel may need to give a historical overview to a group of guests. The ability to speak clearly, at a moderate pace, and with enthusiasm helps keep the audience engaged and interested. A manager introducing a new product at a hotel event should speak with authority, but also make the guests feel invited to ask questions and engage with the content.

12. Social Grace and Proper Etiquette

13. Business Conduct and Office Etiquette

14. Social Grace and Table Manners Good table manners are essential when dining with clients or guests. In hospitality, meals often serve as opportunities for networking or building relationships with guests. Example: During a business lunch with a hotel client, it’s important to follow proper table manners: use utensils properly, avoid speaking with food in your mouth, and engage in polite conversation. This shows respect for the guests and helps create a positive, professional environment.

15. Etiquette in Public Areas Etiquette in public areas is about being respectful of the space and others around you. Hospitality professionals often interact with guests in public spaces, so it’s important to maintain professionalism at all times. Example: In a hotel lobby, hotel staff should maintain a calm and polite demeanor, even when not directly interacting with guests. A simple smile or greeting can go a long way in making guests feel at ease.

16. Conclusion Projecting a positive social image is a key component of successful hospitality management. Whether you’re interacting with guests, colleagues, or clients, your grooming, behavior, and communication all contribute to the overall experience. By maintaining a professional appearance and practicing good etiquette, you help ensure that your guests feel valued and comfortable, encouraging them to return again and again.