Presentation Transcript

1. sitxCOM001aWork with colleagues and customers Introduction The hospitality and tourism industries are people based industries with a variety of different types of customers who all have different needs and desires and who, at times, can be very demanding.
2. sitxCOM001aWork with colleagues and customers The four main Interpersonal Skills you should practice are:
3. sitxCOM001aWork with colleagues and customers Further important characteristics hospitality and tourism workers should also possess include:
4. sitxCOM001aWork with colleagues and customers Personal appearance Our personal appearance gives our colleagues and customers that vital first impression of us and our business.
5. sitxCOM001aWork with colleagues and customers Communication skills Verbal communication involves questioning, listening and answering. Non-verbal communication involves body language, which includes facial expression, eye contact and posture.
6. sitxCOM001aWork with colleagues and customers Social interaction Social interaction, or etiquette, is the way you conduct yourself with others. It also involves verbal and non-verbal communication, such as the volume and tone of voice.
7. sitxCOM001aWork with colleagues and customers Teamwork Teamwork is the ability to work with others for a common purpose.
8. sitxCOM001aWork with colleagues and customers Social and cultural differences Because Australia is a Multi Cultural country that was founded by the British only around two hundred years ago everybody apart from the local Aborigine people are either immigrant themselves or have descended from recent immigrants. In the 2006 census 28% of people in Australia were born overseas.
9. sitxCOM001aWork with colleagues and customers Effective communication methods Written messages Speaking (Verbal) Electronic Non verbal Signs and signals Gestures
10. sitxCOM001aWork with colleagues and customers Speaking effectively Be clear in your meaning so what you say can only mean one thing and won’t be misinterpreted Don’t use unnecessary words Don’t speak too softly, or the other person won’t hear you properly Face the person when you are speaking to them. Don’t swear Avoid too much slang
11. sitxCOM001aWork with colleagues and customers Speech Speech is not only what you say but how you say it. The importance you place on different words can also have an effect on the meaning or interpretation of what you are saying.
12. sitxCOM001aWork with colleagues and customers Elements of Speech Tone of voice Pitch of voice Volume or intensity Rate of speech Pausing
13. sitxCOM001aWork with colleagues and customers Improving your tone of voice Record yourself speaking Watch yourself speak Identify where you need to improve Pay attention to common problems Ask for help
14. sitxCOM001aWork with colleagues and customers Writing effectively Be legible if it is hand written Use correct spelling, grammar and punctuation. Not use the new style of SMS language which abbreviates words to letters. Such as LOL, BFN, C U 2day Not assume the reader has prior knowledge of the subject Be accurate Be short and simple rather than using too many words to say something very simple Avoid jargon and slang.
15. sitxCOM001aWork with colleagues and customers Correct telephone use Answer the telephone by the third ring Make sure your greeting is professional Be prepared before you answer the telephone Be an "active" listener and listen carefully to what they are saying
16. sitxCOM001aWork with colleagues and customers Taking accurate messages Accurately write down the information Include the date and time the person rang Include who the message is from and how they can be contacted Explain the message in a short, clear way Show your name and that you took the message
17. sitxCOM001aWork with colleagues and customers Never argue with customers Always end the call politely Return telephone calls promptly! Check your messages regularly
18. sitxCOM001aWork with colleagues and customers Activity 1 You have just taken a telephone call at 2 pm on the 3rd November 2007from David Watson the chicken supplier to your kitchen. His call was intended for the Head Chef, Michael Tarrant and he wants to inform the chef that he cannot supply the 20 size 18 chickens the chef ordered but he can supply 20 size 16 chickens. Write the message that you would give to the chef and include all the information required.
19. sitxCOM001aWork with colleagues and customers Non verbal communication: Eye contact Facial expressions Gestures Posture and body orientation Humour Physical characteristics and appearance Personal space Time
20. sitxCOM001aWork with colleagues and customers Problems associated with communication Pressure of time Jumping to conclusions Status Lack of attention Emotions Mixed messages Physical barriers Language Technical knowledge Lack of feedback
21. sitxCOM001aWork with colleagues and customers How to overcome communication barriers Body language Know your audience Listen carefully Review and summarise Ask questions  Know your subject
22. sitxCOM001aWork with colleagues and customers Activity 2 A customer rings and wants some information for an 18th birthday party for 40 people at your restaurant. List below 5 questions you would ask the person making the enquiry
23. sitxCOM001aWork with colleagues and customers Activity 3 Prepare an order or memo to the kitchen of your establishment detailing the requirements for a birthday cake for the 18th Birthday party for Activity 2
24. sitxCOM001aWork with colleagues and customers Activity 4 When you answer the telephone at you business what greeting would you use?
25. sitxCOM001aWork with colleagues and customers Personal presentation The personal presentation of workers in the tourism and hospitality industry should be of the highest standard.
26. sitxCOM001aWork with colleagues and customers Personal presentation includes: Appearing be neat and clean at all times with a clean and pressed uniform No bad body odour or heavy fragrances Uniform washed regularly with no traces of bad body odour or sweat Taking a shower or bath daily Having clean hands and fingernails No unhygienic habits such as picking your nose Brushing your teeth regularly and be careful of bad breath.
27. sitxCOM001aWork with colleagues and customers  Poise and deportment  Grooming Speech Etiquette and good manners
28. sitxCOM001aWork with colleagues and customers Uniform Must be CLEAN Must be PRESSED Must be neat and tidy Not missing any buttons Smell clean Not stained Be the correct size uniform
29. sitxCOM001aWork with colleagues and customers Activity 5 Case Study Angelo works as doorman at a city hotel and is responsible for greeting guests when they arrive and organising a porter to collect their bags and take them to their room. Angelo is very fit and likes to ride his bike to work in the mornings. He is well dressed and keeps his uniform neat and clean but does have a body odour problem because of the exercise before work. What effects do you think Angelo’s bad body odour would have on the guests? 2. What should Angelo do to fix this problem?
30. sitxCOM001aWork with colleagues and customers Activity 5 (cont.) Case Study Michael is a cook and works in an open kitchen area in the hotel restaurant where the customers can see him. He is a very good cook but is a messy worker and his uniform and work areas are often dirty and messy. How would Michael’s appearance and his messy work area affect how the hotels customers perceive him and his work? What could Michael do to fix these problems?
31. sitxCOM001aWork with colleagues and customers What are customers looking for? All businesses need to understand what customers want from them so they can supply the right products and services to make a sale.   When dealing with guests or customers you should: Listen carefully to your customers. Call them by their name if they are a regular customer and it is appropriate. Always offer assistance and make them feel welcome. Make sure they are comfortable. Smile and be friendly. Be polite. Treat them like a VIP.
32. sitxCOM001aWork with colleagues and customers Some common requirements customers may be looking for are: Healthy meals Gymnasium Special diets Business centre Internet Luxury Fast, efficient service Budget
33. sitxCOM001aWork with colleagues and customers Who is looking for what? Business people Fast and efficient service Business centre Internet access Secretarial services Private dining room Meeting room Healthy food
34. sitxCOM001aWork with colleagues and customers Who is looking for what? Old people Less stairs Special needs Health services Quiet room or area Special menus
35. sitxCOM001aWork with colleagues and customers Who is looking for what? Young people Internet Modern style Entertainment Nightlife Gymnasium
36. sitxCOM001aWork with colleagues and customers Who is looking for what? Tourist Airport pickup Currency exchange Travel information Theater tickets Value for money
37. sitxCOM001aWork with colleagues and customers Who is looking for what? Newlyweds Private service Luxury suite Chocolates, Champagne Massage In room dining
38. sitxCOM001aWork with colleagues and customers Who is looking for what? Family Value for money Playground Child care Swimming pool Children’s menu
39. sitxCOM001aWork with colleagues and customers Quality Service Be fast Be accurate Meet the reasonable demands of a customer or guest Be informative Include good communication skills Mean staff should always be thinking ahead Be attentive Be polite and friendly
40. sitxCOM001aWork with colleagues and customers Activity 6 Explain a time when you have received bad service and how you felt! What happened? How did you feel? What should have happened?
41. sitxCOM001aWork with colleagues and customers Activity 7 List two ways a waiter can deliver high quality customer service
42. sitxCOM001aWork with colleagues and customers Service delivery Providing high quality customer service benefits the guest, the employee and the business, so everybody wins.
43. sitxCOM001aWork with colleagues and customers Employee benefits May get extra tips from guests Better job satisfaction May benefit your career Contributing to good teamwork Proud of where you work. Better job security
44. sitxCOM001aWork with colleagues and customers Employer benefits Increased customer satisfaction Good word of mouth recommendations from customers Increase in sales from more customers Increase in turnover and profits Customers return regularly A better more profitable business
45. sitxCOM001aWork with colleagues and customers Customer benefits Increased customer satisfaction Better value for money A more pleasant experience
46. sitxCOM001aWork with colleagues and customers Informing the client The art of selling is a fine line between being too pushy and getting it just right.
47. sitxCOM001aWork with colleagues and customers Where to get information Food and menu Wine Hotels services Sightseeing Written material
48. sitxCOM001aWork with colleagues and customers Dealing with customer complaints Listen Acknowledge Respond 4. Take action 5. Report 6. Follow up
49. sitxCOM001aWork with colleagues and customers Activity 8 Mrs Patel is the CEO of a large firm close to your restaurant and she s a regular customer. She is a very demanding but polite customer in normal circumstances but is use to getting her own way because she is a CEO. On this day she visits your restaurant for lunch you have a large party booked and her normal table is not available. As well as that her meal is delayed while the large group is being served. During and after her lunch she is unhappy with the situation and complains about the poor service, noise and general lack of special attention she received while the waiters were busy with the large group. Using the six-step method, explain how you would handle Mrs Patel’s complaint?
50. sitxCOM001aWork with colleagues and customers Teamwork In sport they say a champion team always beats a team of champions. In other words it does not matter how well you do your job, if you are not co-operating and working as a team with the other people in your workplace, it will not work. In hospitality we all rely on each other to get the job done in an efficient and professional manner.
51. sitxCOM001aWork with colleagues and customers Elements of good teamwork Respect Honesty Tolerance Fairness Helpful Commitment Flexibility
52. sitxCOM001aWork with colleagues and customers The importance of co-operation in a team Cooperation has many benefits: It makes work easier for everybody A higher level of service can be achieved Builds morale in the team Helps achieve targets People feel supported
53. sitxCOM001aWork with colleagues and customers How to develop trust in a team Some things we could do to encourage trust and support are: Treat others how you would like to be treated Smile and be friendly Don’t bring your personal problems to work Socialise as a team – corporate functions , special occasions Give recognition to those who deserve it Reward good work and ideas Have an open style of communication Don’t be a bossy manager Smile at the person you are working with Deal with conflict situations quickly and fairly Help each other Keep people informed about occurrences and changes.
54. sitxCOM001aWork with colleagues and customers Team members should: Ask for help when they need it Be willing to learn new skills Help others Be polite Be honest Do your share of the work Keep others informed
55. sitxCOM001aWork with colleagues and customers Team goals Teams are often very goal oriented. This means we can have team goals and also have what we call ‘Milestones” along the way. A milestone is an achievement which will form part of a major goal Goals and milestones should be challenging but also be achievable.
56. sitxCOM001aWork with colleagues and customers Dealing with conflict situations When a conflict situation arises within a team it can have a very bad effect on the team as a whole. People will often take sides with one or the other team members involved and before you know it no work is getting done and the team is not working together as it used to.
57. sitxCOM001aWork with colleagues and customers Cultural awareness and diversity Australia is a very multicultural nation with peoples from many cultural backgrounds living and working in Australia. The hospitality industry is especially multi-cultural as it is a worldwide industry where people travel frequently.
58. sitxCOM001aWork with colleagues and customers Activity 9 Explain the team you work with in your department. How many people are in your team and what is the role of each person? What things help your team work effectively?
59. sitxCOM001aWork with colleagues and customers These PowerPoints are designed to match Version 5.1 of the student resource.