GREETING THE GUEST : GREETING THE GUEST Slide 2: DOMESTICS Mobiles Please refrain from attending any phone calls while in the session.
Please put your phones on silent mode! SESSION OUTLINE : SESSION OUTLINE Importance
Things to remember Slide 4: Greeting is a social custom or ritual to show attention or to confirm friendship or social status between individuals or groups of people meeting each other.
Greeting habits are highly culture- and situation-specific and may change within a culture depending on social status. WHAT IS GREETING? IMPORTANCE : IMPORTANCE The first thing that you do, with or before the introduction, is greet, as it sets the tone for the entire interaction.
The importance of greeting well is the building up of a comfort level between the customer and you.
This is always followed by the introduction of yourself which again is very important as the customer should understand your introduction well as they are about to discuss and get into a conversation.
A good greeting can thaw a guest who is already in a bad mood. WELCOME THE GUEST : WELCOME THE GUEST Learn & demonstrate behaviours associated with welcoming guests in line with the hotel standards Slide 7: Acknowledge your guest immediately.
Always be polite and sincere.
Use the guest name twice during the conversation.
Make eye contact and smile.
Words should be chosen carefully as certain words can be perceived as being impolite by the guest.
Be clear in your speech. Use the appropriate tone and pitch.
Avoid speaking too slow or too fast.
Always start and end on a positive note. WHEN GREETING A GUEST… PROVIDE A WARM WELCOME : PROVIDE A WARM WELCOME Say something extra. Positive comments: “It’s so lovely to see you again Mrs. Patel, welcome back to Palm Tree Court!
Compliments: “ You look very relaxed today”
Simple Questions: “How was your journey?”
“Did you enjoy your round of Golf at the Montgomerie Course?” BEAR IN MIND… : BEAR IN MIND… Do Not make personal remarks/comments
Do Not try to over familiarize yourself with the guest
Always treat your guests with respect Slide 10: THANK YOU
HAVE A GOOD EVENING!