LEVEL 2

Presented by: Muhmmad Ahmed Usmani

Importance of Customer Service

To sell the product

To assist customer in their

choice

Add efficiency

Promote the organization.

To sell the product

Knowledge of the products available in your Hotel Premises

Rooms

Restaurants (Type of these)

Banquets

Meeting Halls

SPA services and their timings

Others

To assist customer in their choice

Rooms Rates types with Complimentary services

Provide them Information about services available in the premises

Provide them the information regarding Currents event with in the city

Information's Regarding shopping discount places

Information about the best Business relevant available market the town

Aid Efficiency Human Resources

Training and Development

Product knowledge about hotel and their services

Rooms Types

Restaurant Types

Todays events and their venue

Business Center and their Services

Departmental coordination

Better ways of communication

Implementation of work in their line of actions

Promote the Organization

Promoting the organization is the prime duty of

employee’s

○ Building and it’s venue

○ Services ( Rooms, Restaurants, Meeting Halls,

Banquet, SPA Etc.

○ Rooms venue’s and their facilities

○ Restaurants and food verities

○ Meeting hall size and services including in it

○ Banquets WITH their theme’s and Services

○ (like Buffet or Table Service)

204.02

Communication

Face to face

In writing

Over the telephone

Non verbal

(Body Language posture, personal

presentation)

In email

Effective listening skills

FACE TO FACE 1. Conventional wisdom tells us that face to face communication is more

effective than other types of communication such as telephone or

email.

2. Why Important?

1. Easy to Communicate

1. Clarity of speech, remaining calm and focused, being polite

and following some basic rules of etiquette will all aid the

process of verbal communication.

2. It is easy to read face expressions

2. Batter way to convey massage

3. Easy could handle the situation

4. Easy divert the attention

5. Easily convincing and understandable

In writing

skills are an important part of

communication

Good writing skills allow you to communicate your message with clarity and ease to a far larger audience than through face-to-face

or telephone conversations.

Over the telephone

Greeting is an important part of telephonic Conversation in hotel industry

Be polite

Be attentive

Clarity in voice

Should be good in hearing

Convey the massage complete and clear to others

Ask permission if you can change the status of the phone call

Place calls at appropriate times.

Non Verbal (Body Language posture, personal

presentation)

Body Language posture

It's important to pay attention and adjust your posture regularly because posture is a matter of habit

A person’s words may be hinting one message to you, but her/his body language could be sending a conflicting signal. Through body movements, lack of or full eye contact, facial expressions and gestures, you can often read into a person’s genuine intentions.

As a rule, body language communicates more about what someone says than what her/his own words do.

Personal presentation

Personal Presentation Hospitality employees must

practice high standards of personal presentation in accordance with

Customer expectations.

Men

Hair must be above collar line –neatly combed, with no extreme cuts or colours.

Beards are not permitted except for back of house staff that already wears one. Such beards are to be kept a reasonable length and neat. Moustaches must be carefully trimmed with remainder of face clean-shaven. Goatees and designer stubble are inappropriate.

Nails must be short and clean.

Anti -perspirant must be used as often as is necessary to combat body odour.

Aftershave lotions and hair tonics must be subtle.

Jewellery

a. Earrings are not permitted.

b. Bracelets, chains, etc. must not be visible.

c. Wedding ring and/or one other dress ring only.

d. No ornaments apart from name badge and Meridien promotional pin may be worn on uniform.

Black shoes (clean and polished) and black socks must be worn. Stores, kitchen, housekeeping and stewarding staff may wear shoes best suited to the interest of their safety.

No visible tattoos are permitted.

Personal presentation

Female

Hair must be neat and clean. Extreme styles and/or colours are not permitted. In food and beverage service and production areas hair must be secured off the face and shoulders. Only black hair accessories to be worn.

Make-up must be conservative and not extreme.

Nails must be clean and neatly manicured. Clear nail polish only may be used.

Anti-perspirant must be used as often as is necessary to combat body odour.

Perfumes should be discreet and not excessive.

Jewellery

a. Earrings must not exceed the size of a 5-cent piece and only one earring per ear is acceptable. Earrings that dangle are not permitted.

Wedding, engagement, eternity

rings and/or one other dress ring

to be worn only.

c. No ornaments apart from

name badge and Meridien

promotional pin may be worn on

uniform.

Black court shoes (clean and

polished) must be worn. Stores,

kitchen, housekeeping and

stewarding staff may wear shoes

best suited to the interest of their

safety.

No visible tattoos are permitted.

When wearing hosiery it is to be

worn between 15 and 20 denier

thickness. No damaged hosiery

permitted.

In email

Todays World is a global village

Today’s global communicational approaches are mostly used for the connectivity via websites for the hotel rooms reservation by the frequent travels around the world.

The use hotel’s websites and their email addresses for having room as per their traveling schedule.

Even for the internal usage hotel recommend the emailing system for conveying prompt massaging.

Effective listening skills

Face the speaker and maintain eye contact.○ eye contact is considered a basic ingredient of effective

communication.

Be attentive, but relaxed. be present

○ give attention

○ apply or direct yourself

○ pay attention

○ remain ready to serve

Keep an open mind.

Listen to the words and try to picture what the speaker is saying.

Don’t interrupt and don’t impose your “solutions.

Wait for the speaker to pause to ask clarifying questions.

Ask questions only to ensure understanding.

Try to feel what the speaker is feeling.

Give the speaker regular feedback.