1. Hospitality Vanita Chauhan

2. Why worry about Hospitality? Good Hospitality Loyal customers Repeat Business

3. Focus on Quality Skilled employees Standards maintained in products and services Involvement in meeting the needs of the customer Safety in delivery Polite and friendly Behaviour

4. Front Office Responsible to greet the customer when he first arrives and complete the necessary registration formalities Welcome with a refreshing drink Inform about rules Registration & assistance with baggage Staff must be friendly, helpful, reliable and well- organized

5. Front Office Source: IHM, Goa

6. Guest relations Guests made aware of the various facilities available at the property and the charges for the same. Attend to complaints and try to seek a resolution satisfactory to both the guest and the hotel The bill must be checked for accuracy before being given to the customer Request customers to fill out a customer feedback form

7. Housekeeping Towel and soap kept in every room before the customer completes registration Linen should be changed every day The rooms should be cleaned every day unless the customer has specifically requested that no one should disturb him. Properties next to water must be cleaned twice a day because of the sand/mud that will be brought into the room from the water source The surroundings of the property should also be kept clean. The entire campus must look neat and presentable at all times

8. Neat and clean!! Source: http://itinerantfan.files.wordpress.com

9. Serving Food & Beverages Polite and friendly behaviour towards guests Give guests enough time--no fewer than five minutes--to look over the menu before taking their orders. Make recommendations of house specialties. Double-check each order for accuracy Scan your seating area regularly to check whether guests need anything Present the food and drink in an appetizing manner. Place each item in front of the correct guest, taking care to avoid spills Thank the customer when he is leaving the eating area

10. Serve with a smile!!! Source: IHM, Goa

11. Good telephone manners!! Use ‘hello’ as the opening greeting – never ‘yes’ or ‘hi’ The greeting should contain the name of the organization, the name of the person receiving the call and a ‘thank you’ at the ending The staff should speak in a friendly and pleasing tone. They should not speak fast but at an even pace Take the customer’s permission before putting him on a hold Keep a pen and paper handy to write notes about the conversation

12. Questions???

13. Thank You