1. WHAT DO YOU SEE?

2. WHAT DO YOU SEE?

3. WHAT DO YOU SEE?

8. When you work as a team Learning is fun

9. What are we going to cover?

10. Part - 1 Grooming Standards

11. Part - 2 Telephone Etiquette

12. Part - 3 Guest Contact

13. Part - 4 Etiquettes & Manners

14. Ground Rules Let us make some commitments ! I shall not hold back I shall appreciate I shall ask I shall not ridicule

15. “ Sir / Madam” WARNING Speaking in Hindi Late Coming “ Yeah” “ Sure” Mobile phones

16. GROOMING

18. What are the grooming standard for hair for men? Hair should not fall on forehead, touch ears or collars, should be neatly combed, not oily or permed, Cut in a conservative hair style . Grooming Standards

21. SHORT HAIR Trimmed and maintained regularly, should not sweep the shoulders Neatly pinned and kept away from face. Grooming Standards What are the grooming standard for hair for ladies?

22. LONGER THAN SHOULDER LENGTH Cut to even length Straight Tied up at the centre of the nape. Bun secured at the back of the head or above the nape with a black net. Grooming Standards

23. Always neatly combed, in place. Do not use colored/plastic bands. Hair should be clean, non greasy, free of oil and dandruff. No coloring/streaking, Only water based gel used conservatively. Keep permed/curly hair neat & restrained. Grooming Standards

24. NAILS Trimmed and well maintained Neatly cut, clean and dirt free, No nicotine, carbon, ink stains. Grooming Standards

27. ORNAMENTS Men: Only one simple ring, on any one hand. Women: One ring on each hand. Ring must be sober and conservative. No bracelets or bands. (Except for religious reasons). Grooming Standards

28. ORNAMENTS WATCHES Conservative, not flashy, or too large Leather Strap Black, Brown or Tan Metallic Strap Gold or silver Grooming Standards

29. Grooming Standards OTHER JEWELLARY FOR LADIES Earrings Only one set of earrings Not dangling or flashy or large. Bangles Two thin bangles, gold or silver.

30. Grooming Standards OTHER JEWELLARY Chain One, thin, gold or silver chain. Nose stud Only a small nose stud.

36. UNIFORM Immaculate, Spotless, well ironed, no unnecessary creases Appear fresh, not faded, Perfect fit, No loose threads or broken buttons Cuffs and collars clean and stain free. Grooming Standards

37. UNIFORM BELTS Not cracked or dull Simple, non flashy buckle Not more than 1.5” wide. Grooming Standards

38. UNIFORM Always wear a vest. Name tags to be shining and visible. Pen, keys and pagers should not be visible. Grooming Standards

39. UNIFORM Immaculate, smooth, clean, no creases or stains. Sarees Pinned neatly, pins not visible Worn so as naval is not visible. Grooming Standards

40. UNIFORM Blouses High neck & back, sleeves up to elbows. Stockings Should not have ladders, tears or holes. Grooming Standards

41. UNIFORM Pens, keys, pagers Not visible. Name badge Should be shining, Prominently displayed. Grooming Standards

43. We don’t get a 2nd chance to make the 1st impression.

44. Telephone Etiquette

45. PICKING UP THE PHONE Telephone calls should be answered within 3 rings

46. WHILE SPEAKING ON PHONE ENSURE: Posture is correct

52. Receiving a Call / Accepting Reservation Tiffin /Front Desk / Spa … Good morning / afternoon, How may I assist you?

53. RECEIVING A LONG DISTANCE CALL Do not keep the guest holding If the extension requested is busy Inform the caller and ask whether the guest would like to hold or would like to call back

54. GETTING BACK TO THE GUEST • Do not say “Hello” when you get back • Say, “ Thank you for your patience, Sir/Madam” CALLING A GUEST BACK • Introduce yourself “ Good Morning, Mr Singh. This is Rahul from reception, you asked for ………..”

55. WHEN CONVERSATION IS NOT CLEARLY UNDERSTOOD “ I beg your pardon, sir/madam

56. IF THE GUEST ASKS FOR SOMETHING FOR WHICH YOU DO NOT KNOW THE ANSWER “ I will just check on that Sir/Madam. May I place you on hold?”

57. IF A GUEST ASKS FOR SOMETHING THAT NEEDS TO COME FROM ANOTHER DEPARTMENT Certainly Sir/Madam, I will ask Room Service to bring it up to you

58. INCASE OF A GUEST / INTERNAL CALL FOR SOMEONE FROM FRONT DESK Certainly Sir/Madam. Please allow me to place you on hold while I call Anu.

59. INCASE OF A GUEST / INTERNAL CALL FOR SOMEONE FROM SPA When Anu comes to the phone: Thank you for your patience. Anu Speaking, How may I assist you?

60. “ I am sorry Sir/Madam the beauty parlour is closed at the moment, May I take a message” IN CASE OF A GUEST WISHING TO SPEAK TO A DEPARTMENT, WHICH IS CLOSED

61. IF THE GUEST CALLS YOU AND SAYS S/HE IS FEELING UNWELL I am sorry to hear that Sir/Madam. May we call a doctor for you? Always let your supervisor know if a guest is feeling unwell

62. TRANSFERRING A CALL Prior to Transferring The Call Ask For The Complete Name Of The Guest.

68. IF THE EXTENSION IS ENGAGED •“ I am sorry Sir/Madam, but the extension is busy. Would you like to be on hold or leave a message?” WHEN THE LINE BECOMES FREE • Thank you for for your patience Sir/Madam, allow me to transfer your call.

69. IF THE LINE IS BAD OR NOT CLEAR “ I am sorry Sir/Madam, but the line is not clear. Could you speak more loudly please?”

70. “ Is There Any Thing Else I Can Help You With Sir / Madam? Thank you for calling The Oberoi / Front Desk. Have A Pleasant Day.” WHEN ENDING A CALL

71. Do not put the receiver down after you have thanked the guest. Allow time for the guest to say “bye” or “thank you”, before disconnecting. Always put the phone down, after the guest has done so ” WHEN ENDING A CALL

72. Telephone Etiquette The End

74. Guest Contact

98. Guest Contact Even one of us going out of step can spoil the entire picture or guest experience… Would you like to be that one???

99. Customer Satisfaction Area of compliments Area of complaints Expectations Perceived Service Perceived Service

102. Guest Contact The End

103. Guest Contact Quiz

104. What does guest notice when he looks at you? Guest Contact Appearance Uniform Grooming Posture Confidence Personal hygiene Nature Expressions Attentiveness Level of expertise

105. Correct the following sentence Guest Contact Long Informal Personal GUEST RELATIONS ARE Short Formal Professional

106. What leads guests to compliment or complaint? Guest Contact

107. Guest Relations Expectations Perceived Service Perceived Service Area of complaints Area of compliments What leads guests to compliment or complaint? Guest Contact

108. Etiquettes & Manners

109. While talking to guest FACIAL EXPRESSIONS

115. While Walking

127. Etiquettes & Manners The End

128. Etiquette & Manners Quiz

129. PACE Walk at even pace in guest areas without sound of footsteps. Do not run in guest area IN CORRIDORS If guests are approaching, get aside and give them first right of way If near a door, open the door for the guest to pass through . What factors should be borne in mind while walking in guest area? Etiquette & Manners

130. WHICH SIDE 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 and maintain the poise What factors should be borne in mind while walking in guest area? Etiquette & Manners

131. Stand Erect at ease Weight balanced on both feet Shoulders Straight Chest out/ Stomach in What factors related to posture should be borne in mind while talking to guests? Etiquette & Manners

134. The End Thank You…

135. Namaste – We now greet with folded hands depicting our Indian tradition

136. The spirit of Namaste simply means: The divine in me recognizes and acknowledges the divine in you.

137. Through Namaste we are welcoming our Atithi / guest with a true, deep and sacred emotion.

138. With folded hands we will continue to wish according to time of the day: Good morning / afternoon / evening… as the English language is