Hospitality Training for Hotel Industries

Hospitality for Hotel Industry

1. Hospitality Training Program Miyanna Hotel

2. Recognizing and Developing Interpersonal Skills

3. Definition? Hospitable: P romising or suggesting generous and friendly welcome . F riendly and welcoming to strangers or guests . This requires the use of: I nterpersonal communication skills.

4. A list of Interpersonal Skills includes: Verbal Communication – What we say and how we say it. Non-Verbal Communication – What we communicate without words, body language is an example. Listening Skills – How we interpret both the verbal and non verbal messages sent by others. Negotiation – Working with others to find a mutually agreeable outcome. Problem Solving – Working with others to identify, define and solve problem. Decision Making – Exploring and analyzing options to make sound decisions. Assertiveness – Communicating our values, ideas, beliefs, opinions, needs, and wants freely. What are interpersonal skills?

5. Greet or acknowledge co-workers. Say please and thank you. Open doors for others. Avoid the “Blame Game”. The Hospitable Workplace

6. Being friendly Smiling Looking professional Being helpful Avoiding distractions Asking questions Solving problems Having fun! Front Line Hospitality

7. Back Line Hospitality

8. First phone call First view of entrance Interaction with greeter Wait for table or room First moments at table or in room First encounter with busser and servers Encounter with manager Arrival of food Visit to restroom Presentation of check or bill Last interaction with server or front office staff 11 Critical Moments

9. What not to do… A short video clip about “Front Desk First Impressions’.. c omical, but true… https:// www.youtube.com/watch?v=s3aR3yP4aKg (This is REALLY a good video, so, PLEASE take a few minutes to watch it)

10. Commitment Communication Skills Computer Know-How Enthusiasm Interpersonal Skills Leadership Organized Knowledgeable of Safety/Hygiene Teamwork Thorough Top Ten Qualities of a Great Hospitality Employee

11. Handicapped people Children Senior Citizens Female Travellers Foreign Visitors Special Situations… may require adjustments or special arrangements

12. Employees must be able to communicate effectively with customers, coworkers, suppliers, and guests. Three communication methods are Verbal (Spoken) Written Non Verbal (Body Language) Communication Skills

13. Actively listen Keep eye contact Do not interrupt Watch body language, yours and theirs Ask questions Use names Keys to Communication

14. Telephone Courtesy Answer in three rings Identify the company Identify yourself! Placing calls on hold Transferring calls Personal calls Cell phoness & text messaging

15. More Telephone Courtesy Words to avoid – yeah, huh, etc. Repeat the caller’s name Smile as you speak/be pleasant Thank them for calling

16. Your guests should hear you smile. - Todd M. Noftall

17. Ask how you can help Avoid transferring when possible Act quickly Difficult Callers

18. S eriousness P ay Attention I dentify the problem R emember : Perception is reality I dentify a solution or alternatives T ake action Diffusing Difficult Situations

19. There will always be customer complaints. The key is always to resolve the complaints with customer satisfaction. Listen with emphaty Allow the customer to vent Be supportive Do NOT blame someone else Have a positive attitude Offer solutions Follow through on the situation Handling Customer Complaints

20. Your most unhappy customers are your greatest source of learning. Bill Gates

21. “A Good Attitude Goes a Long Way.”

22. Attitude Is Everything! Communication Ability Job Skills Appearance 25% 25% 10%

23. 40% ATTITUDE

24. Travelling can be stressful Be positive and upbeat Do not say “There’s nothing to do…” Suggest scenic or alternate routes Suggest places to see, things to do, where to eat Visitors, Travelers and Tourists

25. Giving Good Directions Know distances Give major routes Use landmarks North, South, East, and West Do you know your directions?

26. Giving Good Directions (Continued) Write down directions Use maps when possible Show a genuine interest Share the “Spirit”

27. So.. What is there to do in Miyanna Hotel? Places to go and things to see.. Remember, What’s ordinary to you might be EXTRAORDINARY to your visitors!

28. Sustainability Initiatives Revenue Growth Increase Occupancy Rate Our goals Improve Guest Satisfaction Boost Direct Bookings Improve Online Presence

29. People will forget what you said, people will forget what you did, but people will never forget how you made them feel. Maya Angelou