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P3. BAHASA TUBUH...................................
- 1.
- 3. Not Lets see….. Howdifferent body language shows different gestures…..
- 4. Facial Expressions • AlwaysSmile • Always maintain an interested & helpful expression • Maintain Eye Contact While talking to Guests
- 7. Distance, Speed &gestures • Maintain a distance of at least 2 feet • Speak Softly & clearly • Avoid unnecessary movements of hands and facial expressions While talking to Guests
- 8. Posture • Stand Erectat ease • Weight Balanced on both feet • Shoulders Straight • Chest out/Stomach in While standing with Guests
- 9. Hands • Keep Handson the sides or behind your back • Do not keep hands in pockets or on the hips • Do not cross arms across the chest • Do not lean against the counter. While standing with Guests
- 20. If the guestsare not around • Maintain your dignity always. • You may be in view of the guests, even if you are not interacting. • Do not huddle together in groups While standing
- 21. Your Pace • Walkat even pace in guest areas without the sound of footsteps. • Do not run While Walking
- 22. In Corridors • Ifguests are approaching, get aside and give them first right of way. • If near a door, open the door for the guest to pass through. While Walking
- 23. Which Side • Ifalone, Walk on the left hand side • If accompanying a guest, walk on his/her right hand side and open the door of the guest. • Walk erect & maintain the dignity While Walking
- 24. Speech & Language •Speak Softly & politely, at back areas and public areas both • Do not use slang or abusive language, with your colleagues While Talking with Colleagues
- 25. On Telephone • Beaware of your conversation on the telephone, guests may be watching & hearing • Never shout into the telephone • Do not have long conversation, when guests are waiting • Do not entertain personal calls, while at work While Talking with Colleagues
- 26. Anticipation • Anticipate guestneeds • Examples- • Open the door for the guests • Hand him/her a pen • Light his/her cigarette • Reach out for the luggage, he/she is carrying. Courteous Behavior
- 27. Familiarity with guests •Do not get familiar with the guests, even if he treats you like a friend. • Remember your relationship with the guest is professional Courteous Behavior
- 28. With Guests &Colleagues • Maintain the same finesse & politeness with guests as well as colleagues. • Treat both of them with respect • Remember “word of mouth” publicity. Courteous Behavior
- 29. Be Aware…..of theoffensive habits, you may have • Biting nails. • Picking hairs, nose, ear. • Yawning • Sneezing/Coughing without covering your mouth. Remember at least, when in guest’s view. General Behavior
- 30. When on duty….. •Handle equipments without banging • Stay Calm, Do not get nervous or hurried. • Do not talk loudly or hold lengthy discussions, in guest areas. When not on duty….. • Do not hang around in guest areas. • Do not come to guest areas when not in uniform. General Behavior
- 31. When with theGuests • Do not grumble. He is not interested in your sorrows. • Do not speak poorly about other guest, staff or department. • Do not hint or solicit tips. General Behavior
- 33.