Professional Service Skills

STRATEGIES FOR EFFECTIVE

COMMUNICATION

SKILLS NEEDED FOR

HOSPITALITY INDUSTRY

agenda NON VERBAL

COMMUNICATION
BUILDING CUSTOMER
LOYALTY
STRATEGIES
FOR
EFFECTIVE
COMMUNICATION
First impressions are critical in customer service. Your
appearance and actions speak volumes. Make every
interaction count. Set the stage for a positive
experience.

Appearance Courtesy of the Staff Appearance of Business

Grooming and Posture

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First impressions are critical in customer service. Your
appearance and actions speak volumes. Make every
interaction count. Set the stage for a positive
experience.

Improper Uncourteous staff Bad Appearance of Business

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To create good impression:
• Keep all work areas tidy • Make eye contact and smile at guests
when in the dining room

• Greet guests as soon as they enter, even if

seating guests is not your responsibility
• Ensure that uniforms are spotless when
you enter a public area.Maintain an erect
posture and alert manner

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Skills needed in
hospitality
industry
IN ORDER TO BE SUCCESSFUL, THOUGH, THERE ARE A CORE SET OF
SKILLS THAT YOU WILL NEED TO POSSESS AFTER ALL, HOSPITALITY IS
AND ABOUT PROVIDING OUTSTANDING SERVICE AND LEAVING
CUSTOMERS WITH A SMILE ON THEIR FACE, WHICH IS A ROLE THAT
ISN'T NECESSARILY SUITED TO EVERYBODY. THEREFORE, TO HELP YOU
DETERMINE WHETHER YOU HAVE WHAT IT TAKES TO MAKE YOUR
WAY IN THIS FIELD, WE'VE COMPILED A LIST OF THE KEY ATTRIBUTES
REQUIRED.
 1.Customer Service Skills
CUSTOMER SERVICE IS ABOUT BEING BOTH POSITIVE AND PROACTIVE. EVEN WHEN YOU ARE DEALING WITH
A DIFFICULT CUSTOMER, IT'S IMPORTANT TO SMILE, BE POLITE AND REMAIN PROFESSIONAL; ALTERNATIVELY,
ON CERTAIN OCCASIONS ,L CAN’T ALSO BE ABOUT GOING THAT EXTRA MILE FOR A GUEST OR A PATRON.
REMEMBER: THE MORE PLOSIVE THE EXPERIENCE YOU PROVIDE, THE MORE LIKELY YOU ARE TO RECEIVE
GOOD FEEDBACK-AND GOOD TIP. TOO.
 2. Cultural Awareness
YOUR CUSTOMERS WILL NOT ALWAYS SHARE THE SAME VALUES, BELIEF SYSTEMS AND PERCEPTIONS,
IMPORTANT TO TAKE THIS INTO ACCOUNT WHEN TRYING TO HELP THEM FEEL MORE COMFORTABLE. AS
WITH ALL CUSTOMERS, THE GOAL IS TO MAKE THEM SO HAPPY THAT THEY’LL WANT TO COME BACK, SO
ENSURE THAT YOU'VE TAKEN ALL MEASURES REQUIRED, WHATEVER THEY MAY BE.
 3. Communication Skills
YOU WILL BE DEALING WITH PEOPLE FROM A VARIETY OF BACKGROUNDS, AGES, NATIONALITIES AND TEMPERAMENTS ,SO IT IS
IMPORTANT THAT YOU CAN COMMUNICATE IN A WAY THAT IS CLEAR AND UNDERSTANDABLE, AS WELL AS REPRESENTATIVE OF
YOUR EMPLOYER'S BRAND. AS ALREADY MENTIONED, YOU WANT YOUR CUSTOMERS TO COME BACK, SO THE ABILITY TO BULL
AND CULTIVATE RELATIONSHIPS CAN MAKE A BIG DIFFERENCE.

IT IS ALSO IMPORTANT IT TO BE ABLE TO COMMUNICATE CLEARLY WITH YOUR FELLOW STAFF MEMBER,
ESPECIALLY IN BUSY ,HIGH-PRESSURE ENVIRONMENTS LIKE KITCHENS OR NIGHTCLUBS, WHERE EFFECTIVE
TEAMWORK IS CRUCIAL.
 4. Multitasking skills
.
LEARNING HOW TO PRIORITIZE AND MANAGE YOUR TIME EFFECTIVELY, WHILE YOU'LL ALSO NEED TO BE
ABLE TO HANDLE PRESSURE AND REMAIN CALM WHEN THINGS GET CHAOTIC. EVEN IF IT'S JUST A PART-TIME
ROLE WHILE YOU'RE STUDYING, THESE ARE KEY SOFT SKILLS THAT ARE HIGHLY SOUGHT-AFTER IN ANY
WORKPLACE.
 5. Work Ethics
.
IF YOU'RE GOING TO WORK IN HOSPITALITY, THEN REGARDLESS OF YOUR ROLE, YOU'RE GOING TO HAVE
TO WORK HARD. IT'S LIKELY THAT YOU WILL BE ON YOUR FEET FOR MOST OF THE TIME, WORKING LONG
SHIFTS FOR LITTLE REWARD -ALL WHILE MAINTAINING A CHEERFUL AND FRIENDLY FAÇADE IN FRONT OF
CUSTOMERS.
 Multilingual Skills

6. Language Skills
.
ALTHOUGH NOT NECESSARILY A REQUISITE, LANGUAGE SKILLS ARE A HUGE BONUS IN THIS FIELD BECAUSE
THEY ALLOW YOU TO COMMUNICATE WITH A WELDER RANGE OF CLIENTS. THEY ARE PARTICULARLY
USEFUL IF YOU WANT TO WORK IN THE TOURISM SECTOR, WHERE YOUR KNOWLEDGE OF LANGUAGES IS
USEFUL ON AN IN-PERSON, DAY-TO-DAY BASIS.
Speaking skills sample

Writing skills

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 7. Professionalism
.
ALTHOUGH NOT NECESSARILY A REQUISITE, LANGUAGE SKILLS ARE A HUGE BONUS IN THIS FIELD BECAUSE
THEY ALLOW YOU TO COMMUNICATE WITH A WELDER RANGE OF CLIENTS. THEY ARE PARTICULARLY
USEFUL IF YOU WANT TO WORK IN THE TOURISM SECTOR, WHERE YOUR KNOWLEDGE OF LANGUAGES IS
USEFUL ON AN IN-PERSON, DAY-TO-DAY BASIS.
 8. Teamwork Skills
.
GIVEN THE HIGH TURNOVER RATE WITHIN THE INDUSTRY, THIS CAN BE CHALLENGING. AFTER ALL, YOU'LL
HAVE TO ADAPT TO NEW FACES CONSTANTLY AND BUILD RELATIONSHIPS FROM SCRATCH ALL OVER
AGAIN. BUT IF YOU'RE NOT WORKING SEAMLESSLY. IN UNION, THE WHOLE OPERATION CAN START TO GO
SOUTH, WHICH IS BAD FOR CUSTOMERS, FOR YOUR EMPLOYER AND, ULTIMATELY, FOR YOU. .
 9. Problem-Solving Skills
.
REMEMBER THAT THE EASIEST WAY TO KEEP CUSTOMERS HAPPY IS TO PROVIDE SECTIONS TO THE
PROBLEMS (WITHIN REASON, OF COURSE) , SO IF YOU ARE PROACTIVE AND KEEN TO GEST ISSUES RESOLVED,
HOSPITAL, COULD BE A GOES IT.
 10. Attention to details .
ALTHOUGH YOUR ATTENTION TO DETAIL SKILLS WON'T MAKE OR BREAK YOUR HOSPITALITY CAREER, HER TIMES WHEN THEY CAN
COME IN HANDY. WHETHER IT'S SPOTTING BILLING OR ADMINISTRATIVE ERRORS AT RECEPTION OR NOTICING THAT A PARTICULAR
INGREDIENT IS PAST ITS BEST IN THE KITCHEN, IT'S THE LITTLE THINGS THAT CAN MAKE A BIG DIFFERENCE.
IT CAN ALSO HELP YOU TO DEVELOP RELATIONSHIPS WITH CUSTOMERS AND PROVIDE A MORE POSITIVE EXPERIENCE OVERALL FOR
INSTANCE, SUGGESTING A PARTICULAR WINE TO ACCOMPANY A DISH, REMEMBERING TOW A CERTAIN CUSTOMER PREFERS THEIR
DRINK TO BE MADE, OR EVEN NOTICING THAT SOMEBODY IS SHRUGGING CARRY THEIR LUGGAGE AND OFFERING TO HELP ARE ALL
SMALL DETAILS THAT CAN LEAVE A BIG IMPRESSION ON CUSTOMERS.
NON-VERBAL COMMUNICATION
Non verbal communication is an important component
of effective communication, it includes such things as tone
of voice, voice quality (nasal, whiny, musical). making eye
contact with the person to whom you are talking, paying
attention when somebody ease talks ,body position,
distance from the person, and body movement.

It is easy to say one thing but to communicate the

opposite with your non-verbal communication. When
the nonverbal part of your communication is in conflict
with the verbal message, others tend to trust the non-
verbal message.
 For example, if somebody tells you that he or she
wants to hear your opinion and at the same time is
doing something else, what is being communicated?
oWorking In the hospitality industry, you will need to communicate with:
oPeople what supervise you; for example, the executive chef
oPeople who you supervise, such as apprentice helpers, and
dishwashers.
oPeople who are your co-workers in the kitchen
oOther workers in the hotel or restaurant such as servers, hosts, and
bartenders
oGuests in the restaurant
oSuppliers
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To start your relationship off right, and to build
understanding with that person, you need to treat them
with respect.
Non- verbal Communication
1.Listening Skills
2.Show respect
3.Using Telephone
4.Making oral reports
5.Giving directions and feedback
6.Handling criticism

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Listening Skills
A good communicator:
• talks about things that are of important to you, and
says them in a way that you can understand.
• they stop often to ask you whether you have
understood so far
• Good communicators avoid annoying mannerisms of
speech, such as "you know “or "like" or annoying
gesture’s like: playing with a pencil or looking at the
clock.
• A good communicator is someone who practices
active listening.

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1. Listening Skills

• Active Listening • Stay focused when listening

As an active listener you should keep speakers focused on their subject. If
Show that you are listening by facing the person and they start to repeat themselves, you can say, for example,” yes, I understand
looking at her or his eyes at least part of the time. Tell that," and ask question that moves the conversation forward they go on
yourself that you are interested in what others are about insignificant things, you will need to find out whether they just want to
saying and try to understand their point of view. Do not
Interfere with your listening by forming your opinions
while they are still speaking.
talk, or if they are having difficulty in saying what they need to
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2. Show Respect

• If you do not respect the person to whom you are speaking, your
language and your non-verbal communication will communicate
that. Showing disrespect for somebody will remove their respect
for you. People who do not respect one another cannot
communicate effectively and may react point where they cannot
communicate with each other at all . Whatever personal feelings
you have about co-workers, you need to communicate effectively
with them in order to do your job efficiently and safely. Do not
start off on the wrong foot by showing a lack of respect

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2. Show Respect

• If you do not respect the person to whom you are speaking, your
language and your non-verbal communication will communicate
that. Showing disrespect for somebody will remove their respect
for you. People who do not respect one another cannot
communicate effectively and may react point where they cannot
communicate with each other at all . Whatever personal feelings
you have about co-workers, you need to communicate effectively
with them in order to do your job efficiently and safely. Do not
start off on the wrong foot by showing a lack of respect

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A smile is powerful non-verbal
communication. A smile welcomes people
and makes them feel at ease. It suggests
that you do not have bad feelings about
them, and that you are willing to listen. A
smile acknowledges the presence of others
when you do not have time to ask how
they are doing or if they are speaking to
someone else while you pass by.

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Here are some additional guidelines to maintain
respectful relationships:
•Acknowledge other people's presence with a "hello "or a smile even when you do not need to speak
with them
•Show honesty and consistency
•Show agreement when possible
•Say thank you often
•Remember their names
•Offer your help
•Listen when they speak ·
•Ask advice
•Do not intimidate them or make them feel uncomfortable
•A void status battle

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Using Telephone
To communicate effectively on the telephone, follow these tips:
o Answer the phone quickly, within three rings
o Use a pleasant tone of voice when answering telephone calls. Avoid sounding harried ,
angry or distracted.
o Greet the caller and identify the business and yourself. For example, you could say
"Pleasant Stay Hotel kitchen, Carl speaking."
o Keep a message pad and pen handy when you take calls.
o Do not carry on a conversation with someone else while you are on the phone. If it is
necessary to speak to someone else, excuse yourself or offer to call back at a more
appropriate time.
o If there is an uncomfortable pause on the other end of the phone, ask for clarification: "is
there anything else I can help you with?”

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 To communicate effectively on the telephone, follow these tips:
o Summarize the conversation at the end. For example, if you have taken a reservation for
dinner, you might say, “I’ve made a reservation for February 12 at 7:00 p.m. for eight
people under the name of Smith.”
o If you have to put someone on hold, ask the person to hold and walt for a response.
o Return to calls placed on hold quickly, and thank the person for waiting.
o If you have to transfer the call to someone else, explain that you are transferring the call
to a person when can help and state the name of the person to whom you are
transferring the call. Give the person to whom you are transferring the call a brief
summary of the caller's request so that the caller dees not have to repeat the request.
o Be prepared when you make calls. Have a plan of what you will say. Have everything you
need for the call at your fingertips. For example, if you are phoning in an order to a
supplier, make sure that you have the restaurant account number, a list of the items you
require, order numbers, the quantity needed, and other information beside you when
you call.
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Making Oral Reports
1.IN THE INTRODUCTION, YOU MUST GET THE LISTENER’S ATTENTION AND INTRODUCE THE SUBJECT.
FOR EXAMPLE:
“I AM HAVING A PROBLEM WITH THE APPEARANCE OF THE CAESAR SALADS, AND I COULD USE YOUR HELP."
THE LISTENER NOW KNOWS WHAT THE CONVERSATION IS GOING TO BE ABOUT, AND THAT
ATTENTION MUST BE PAID BECAUSE HE OR SHE WILL NEED TO GET INVOLVED.

COMPARE THE ABOVE WITH THIS OPENING LINE:

“WHY IS THERE TOO MUCH DRESSING ON THE CAESAR SALADS?"

THE LISTENER IS BEING ASKED TO FIND SOLUTIONS FOR A SITUATION THAT YOU HAVE BARELY BEGUN
TO DESCRIBE. THE LISTENER DOES NOT KNOW WHETHER YOU ARE ASKING FOR HELP OR JUST
EDUCATING YOURSELF ON SOMETHING THAT YOU HAVE BEEN WONDERING ABOUT.

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Making Oral Reports
2. IN THE BODY OF YOUR ORAL REPORT:
o IDENTIFY THE KEY POINTS OR IDEAS OF THE SUBJECT MATTER. PUT THEM IN A
SEQUENCE THAT MAKES SENSE, AND JOIN THE KEY POINTS IN A LOGICAL MANNER
THAT YOUR LISTENER CAN FOLLOW. THE MORE POINTS YOU TRY TO MAKE, THE
HARDER IT IS FOR THE LISTENER TO FOLLOW YOU.
o IN THE CASE OF AN EQUIPMENT BREAKDOWN, IT WOULD PROBABLY THE MOST
EFFECTIVE TO DESCRIBE THE PROBLEM IN THE SEQUENCE THAT IT CAME TO YOUR
ATTENTION AND WHAT YOU HAVE DONE ABOUT IT SO FAR. IF THE LISTENER
INTERRUPTS YOU TO START OFFERING SOLUTIONS BEFORE YOU HAVE FINISHED, YOU
COULD SAY "LET ME EXPLAIN WHAT I’VE DONE SO FAR TO GIVE YOU THE WHOLE
PICTURE."

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Making Oral Reports
3. IN THE CONCLUSION, SUMMARIZE YOUR MAIN POINTS. THIS IS A CHANCE TO
REEMPHASIZE THOSE POINTS DO NOT REPEAT EVERYTHING YOU HAVE ALREADY SAID.
FOR EXAMPLE:
"I DO NOT KNOW ENOUGH ABOUT THIS CONVECTION OVEN TO KNOW HOW TO
PREVENT THE VOL-AU-VENTS FROM BEING LOP-SIDED. CAN YOU HELP ME WITH IT?”

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Giving Directions and Feedback
•FOCUS ON THE WORK PERFORMANCE, NOT ON THE PERSON
•BE OBJECTIVE AND DESCRIPTIVE RATHER THAN TOO PERSONAL START BY MENTIONING
THINGS THAT THE PERSON IS DOING, WELL
•KEEP THE FEEDBACK TO THE POINT
•FOCUS FEEDBACK ON TWO OR THREE THINGS THAT THE PARTICIPANT MIGHT BE ABLE
TO CHANGE N A SHORT PERIOD OF TIME
•GIVE FEEDBACK AS SOON AS POSSIBLE AFTER AN EVENT
•FOCUS FEEDBACK ON SOMETHING A PERSON CAN DO SOMETHING ABOUT
•NEVER CRITICIZE A PERSON IN FRONT OF GUESTS OR OTHER STAFF
•GIVE THE PERSON A CHANCE TO COMMENT

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Handling Criticism
• RELAX AND PAY ATTENTION
• PARAPHRASE THE CRITICISM.
• DECIDE WHETHER THE CRITICISM IS FAIR.
• ASK FOR CLARIFICATION
• ASK FOR SUGGESTIONS
• ADMIT YOUR MISTAKES
• STATE YOUR OPINION IF YOU DISAGREE
• RESPOND CALMLY

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Building Customer Loyalty
Loyalty and rewards programs can be among the most
efficient mechanisms for marketing your hotel, but getting
there requires thinking a bit differently about what
customer loyalty is-and how it's rewarded. These
guidelines are great to build customer loyalty in hotel
industry:
Guideline #1 :Personalize

• Creating membership levels that specifically

target corporate travelers.

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Guideline #2 :Think Locally

• Building relationships with local establishments-like

restaurants, boutiques, concert venues, etc-can help you
vary the types of rewards that you offer your loyal
customers.

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Guideline #3: Think Beyond Points and Discounts

• Loyalty is not about points or miles. It’s about emotional, personal experiences, built
in the short and midterm, that pay off in the long term. The issue with room
discounts is that they don’t provide much experience at all. Instead you can offer your
loyal guest VIP Service that’s more likely to leave a lasting impact, such as being picked
up at the airport in a Limehouse.

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Guideline #4: Social Media

• Social Media gives

you new ways to
reward your
customers. Posting
personal message or
a thank you note to
loyal customer’s
Facebook page

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Guideline #5: Experiment. Test. Be Patient.

• Don’t be afraid to
test different
combinations of
rewards and
customer
segmentation. Just
make sure to
measure the resulting
behaviors.

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 BRITA TAMM
502-555-0152

thank you brita@firstupconsultants.com

www.firstupconsultants.com