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Right Attitude

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Right Attitude

  1. 1. DR / HANY ATEF Dr/HanyAtef 1
  2. 2. RIGHT ATTITUDE
  3. 3. OBJECTIVES By the end of this session you will be able to:  List the right attitude behaviors  Understand the importance of right attitude  Discuss and avoid current common attitude shortfalls ‫علي‬ ‫قادرا‬ ‫تكون‬ ‫سوف‬ ‫التدريبية‬ ‫الجلسة‬ ‫نهاية‬ ‫قبل‬:- •‫الصحيحة‬ ‫السلوكيات‬ ‫كل‬ ‫معرفة‬. •‫الصحيح‬ ‫السلوك‬ ‫اهمية‬ ‫فهم‬. •‫ال‬ ‫السلوكية‬ ‫االخطاء‬ ‫تجنب‬ ‫و‬ ‫مناقشة‬‫ش‬‫الحالية‬ ‫ائعة‬.
  4. 4. WHY / HOW TO GAIN/RETAIN GUESTS?  It is important that the Guest receives the ATTENTION and SERVICE that will keep him/her ‫ان‬ ‫الضروري‬ ‫من‬‫ي‬‫الضيف‬ ‫جد‬‫و‬ ‫االهتمام‬ ‫فندقنا‬ ‫يفضل‬ ‫تجعله‬ ‫التي‬ ‫الخدمة‬ COMING BACK ‫اخري‬ ‫مرة‬ ‫العودة‬ TELLING OTHERS about our business. ‫عن‬ ‫لالخرين‬ ‫فكرة‬ ‫اعطاء‬ ‫عملنا‬• GOOD CUSTOMER SERVICE is the cheapest & the most effective type of marketing you can do ‫للضيف‬ ‫الجيدة‬ ‫الخدمة‬: ‫التسويق‬ ‫في‬ ‫تاثيرا‬ ‫االساليب‬ ‫اكثر‬ ‫و‬ ‫اهم‬ ‫و‬ ‫ارخص‬ ‫انها‬. Loyal Guests As Loyal Staff
  5. 5. WHY YOU ARE HERE?  The key to success in Hospitality Business is the PEOPLE / YOU  People visit and buy from people they like  Put yourself in the GUESTS’ SHOES  Guests: Internal = Colleagues External = Clients •‫الضيافة‬ ‫مجال‬ ‫في‬ ‫النجاح‬ ‫مفتاح‬ ‫الناس‬ ‫هو‬/‫انت‬. •‫من‬ ‫وتشتري‬ ‫تزور‬ ‫الناس‬ ‫يحبونهم‬ ‫الذين‬ ‫الناس‬. •‫الضيف‬ ‫مكان‬ ‫نفسك‬ ‫ضع‬. •‫الضيوف‬:‫داخلي‬=‫زمالء‬ ‫خارجي‬=‫زبائن‬
  6. 6. RIGHT ATTITUDE  APPEARANCE & BODY LANGUAGE ‫الجسد‬ ‫لغة‬ ‫و‬ ‫المظهر‬ • Take initiative to greet guests / WARM SMILE to look FRIENDLY •‫ودودا‬ ‫لتبدو‬ ‫جميلة‬ ‫بابتسامة‬ ‫الضيف‬ ‫بتحية‬ ‫ابدأ‬
  7. 7. RIGHT ATTITUDE  Consider the Guest’s Culture and respect the guests’ private sphere. ‫الضيف‬ ‫حياة‬ ‫احترم‬ ‫و‬ ‫الضيف‬ ‫ثقافة‬ ‫راعي‬ ‫الخاصة‬. • Avoid Holding, Touching, Kissing children and any other action that makes the guest feel uncomfortable. •‫فعل‬ ‫اي‬ ‫و‬ ‫االطفال‬ ‫تقبيل‬ ، ‫لمس‬ ، ‫مسك‬ ‫تجنب‬ ‫الراحة‬ ‫بعدم‬ ‫يشعر‬ ‫الضيف‬ ‫يجعل‬ ‫اخر‬.
  8. 8. RIGHT ATTITUDE  Deliver equal service quality to both genders ‫للجنسين‬ ‫مماثلة‬ ‫خدمة‬ ‫قدم‬ • Make the guest feel very much secure and protected. • Don’t harass the guest •‫الحماية‬ ‫و‬ ‫باالمان‬ ‫يشعر‬ ‫الضيف‬ ‫اجعل‬ •‫الضيف‬ ‫تغازل‬ ‫ال‬
  9. 9. RIGHT ATTITUDE  WANT TO DO WELL for our guests and for ourselves as a company. ‫لصالح‬ ‫الطرق‬ ‫بافضل‬ ‫نعمل‬ ‫ان‬ ‫نريد‬ ‫بها‬ ‫نعمل‬ ‫التي‬ ‫الشركة‬ ‫و‬ ‫الضيوف‬. • Have the innate PASSION for what we do •‫تفعله‬ ‫بما‬ ‫متاصل‬ ‫شعور‬ ‫لديك‬ ‫يكون‬ ‫ان‬ ‫بد‬ ‫ال‬
  10. 10. RIGHT ATTITUDE  SPEAK to the Guests & Follow your Colleagues with RESPECT ‫باحترام‬ ‫زمالئك‬ ‫وتابع‬ ‫الضيف‬ ‫الي‬ ‫تحدث‬. • Be HELPFUL •‫متعاونا‬ ‫كن‬.
  11. 11. RIGHT ATTITUDE  ATTENTIVE & INTERESTED ‫سعيدا‬ ‫و‬ ‫منتبها‬ • MOTIVATED & POSITIVE •‫للعمل‬ ‫الحافز‬ ‫لديك‬ ‫و‬ ‫ايجابيا‬.
  12. 12. RIGHT ATTITUDE  POLITE & KIND ‫طيبا‬ ‫و‬ ‫مؤدبا‬. • DECENT & WELL MANNERED. •‫ر‬‫مهذبا‬ ‫و‬ ‫قيقا‬.
  13. 13. RIGHT ATTITUDE  PATIENT ‫صبورا‬. • QUIET & DISCREET •‫حكيما‬ ‫و‬ ‫هادئ‬.
  14. 14. RIGHT ATTITUDE o FLEXIBLE o‫مرنا‬. • HONEST & PRECISE •‫واضحا‬ ‫و‬ ‫امينا‬.
  15. 15. CLEAN AS YOU GO
  16. 16. What is wrong with our attitude?
  17. 17. COMMON SHORTFALLS  Interrupting the Guest  Personal Chatting ‫الضيف‬ ‫مقاطعة‬. ‫الكثير‬ ‫الشخصي‬ ‫الكالم‬. • Not Listening • Hurrying with the guest to be able to leave early •‫االنصات‬ ‫عدم‬. •‫مبكرا‬ ‫العمل‬ ‫مكان‬ ‫لمغادرة‬ ‫الضيف‬ ‫مع‬ ‫التعامل‬ ‫في‬ ‫التسرع‬.
  18. 18. COMMON SHORTFALLS  Speaking Loud  Shouting / Yelling at each other in front of the guest. ‫مرتفع‬ ‫بصوت‬ ‫التحدث‬. ‫الضيف‬ ‫امام‬ ‫عالي‬ ‫بصوت‬ ‫التشاجر‬ ‫و‬ ‫العراك‬. • Hiding in shadow • Sitting on chair / desk •‫االختفاء‬ ‫او‬ ‫االختباء‬. •‫المكاتب‬ ‫او‬ ‫الكراسي‬ ‫علي‬ ‫الجلوس‬.
  19. 19. COMMON SHORTFALLS  Eating / Smoking in Public Areas  Making Jokes with colleagues in Public Area ‫العامة‬ ‫االماكن‬ ‫في‬ ‫التدخين‬ ‫و‬ ‫االكل‬. ‫العمل‬ ‫مكان‬ ‫في‬ ‫الزمالء‬ ‫مع‬ ‫التهريج‬. • Moody & Not Smiling • Subjective / Discriminating among the guests •‫تبتسم‬ ‫ال‬ ‫و‬ ‫المزاج‬ ‫متقلب‬/‫الضيوف‬ ‫بين‬ ‫وتميز‬ ‫ذاتي‬.
  20. 20. COMMON SHORTFALLS • Harassing the guests and making them feel uncomfortable •‫الضيوف‬ ‫معاكسة‬(‫التحرش‬)‫مما‬‫يث‬‫ير‬ ‫غضبهم‬. • Overacting with the guests and their children. •‫و‬ ‫الضيوف‬ ‫مع‬ ‫العمل‬ ‫في‬ ‫المزايدة‬ ‫اطفالهم‬.
  21. 21. COMMON SHORTFALLS  No Personal Attention to the guest  Giving Wrong Information ‫أال‬‫للضيف‬ ‫شخصي‬ ‫انتباة‬ ‫تعطي‬. ‫خاطئة‬ ‫معلومات‬ ‫اعطاء‬. • Arguing with the guests • Discussing Politics / Religion with the guests •‫الضيوف‬ ‫مع‬ ‫الجدل‬ ‫و‬ ‫المناقشة‬. •‫األ‬ ‫مناقشة‬‫م‬‫ور‬‫الضيوف‬ ‫مع‬ ‫الدينية‬ ‫و‬ ‫السياسية‬
  22. 22. COMMON SHORTFALLS  Using Mobile Phones  Singing in public ‫المحمول‬ ‫التليفون‬ ‫استخدام‬. ‫العامة‬ ‫المناطق‬ ‫في‬ ‫الغناء‬. • You don’t Take Initiatives to greet the guest • You don’t Use the Guest Name •‫المبادا‬ ‫عدم‬‫ء‬‫الضيوف‬ ‫بتحية‬ ‫ة‬(‫تجاهلهم‬ ‫و‬). •‫الضيف‬ ‫اسم‬ ‫تستخدم‬ ‫ال‬.
  23. 23. COMMON SHORTFALLS  Not Aware of the Hotel Services  No Eye Contact with the guests ‫عدم‬‫الفندق‬ ‫يقدمها‬ ‫التي‬ ‫بالخدمات‬ ‫الوعي‬. ‫معهم‬ ‫التعامل‬ ‫و‬ ‫التحدث‬ ‫اثناء‬ ‫الضيوف‬ ‫الي‬ ‫بالعين‬ ‫النظر‬ ‫عدم‬. • Not using: “May I help you sir?” while asking • Exceeding your Limits with the guests •‫الضيف‬ ‫تساعد‬ ‫عندما‬ ‫مهذبة‬ ‫لغة‬ ‫تستخدم‬ ‫ال‬. •‫العمل‬ ‫اثناء‬ ‫الضيف‬ ‫مع‬ ‫حدودك‬ ‫تتجاوز‬.
  24. 24. COMMON SHORTFALLS  Complaining to the guests about the work conditions  Blaming others ‫الشكوى‬‫العمل‬ ‫ظروف‬ ‫من‬ ‫للضيوف‬. ‫االخرين‬ ‫لوم‬. • Pretending understanding of the message • Making Promises you can not Fulfill •‫الرسالة‬ ‫فهم‬ ‫ادعاء‬. •‫بها‬ ‫تفي‬ ‫ان‬ ‫التستطيع‬ ‫وعودا‬ ‫تعطي‬.
  25. 25. COMMON SHORTFALLS  Picking nose  Scratching head, body, etc.,... ‫أنفك‬ ‫داخل‬ ‫اصبعك‬ ‫وضع‬. ‫حك‬‫جسدك‬ ‫و‬ ‫جهك‬ ‫و‬. • Biting pens • Not Respecting your Colleagues •‫االقالم‬ ‫عض‬. •‫العمل‬ ‫في‬ ‫زمالئك‬ ‫تحترم‬ ‫ال‬.
  26. 26. COMMON SHORTFALLS  Dirty Workplace ‫نظيف‬ ‫غير‬ ‫العمل‬ ‫مكان‬. • Not Cleaning •‫النظافة‬ ‫عدم‬.
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