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Industry Internship “Skill Acquisition”

Industry Internship “Skill Acquisition”. Tamer Zakaria , HR Consultant Instructor of Hospitality Management Faculty Member of the American Hotel & Lodging Educational Institute. 1. 6. 2. 7. 8. 3. 4. 5. Session Rules. Agreements. Be on time. No besides talking.

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Industry Internship “Skill Acquisition”

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  1. Industry Internship“Skill Acquisition” Tamer Zakaria, HR Consultant Instructor of Hospitality Management Faculty Member of the American Hotel & Lodging Educational Institute

  2. 1 6 2 7 8 3 4 5 Session Rules Agreements Be on time No besides talking Late persons are not accepted Semi-formal dress Mobiles Off/Silent Have fun! Participate Respect Industry Internship Tamer Zakaria

  3. Program Description The program is designed to provide students the skills they need to excel in hospitality practical life. Industry Internship Tamer Zakaria

  4. Program Objectives By the end of the program, you will be able to: • Use the “GOLDEN RULE” in hospitality business. • Practice good manners. • Practice the spirit of hospitality. • Apply rules of etiquette and courtesy. • Speak effectively. • Listen actively. • Foster team spirit. Industry Internship Tamer Zakaria

  5. Continued • Present maturity. • Project professional image. • Demonstrate a propensity to trust. • Encourage hospitality business commitment. • Take responsibility for results. • Deliver service promise. • Show initiative. Industry Internship Tamer Zakaria

  6. Program Contents This program is divided into seven modules: • Module 1- Service Culture. • Module 2- Spirit of Hospitality. • Module 3- Etiquette & Courtesy. • Module 4- Building Trust. • Module 5- Achieving High Performance. • Module 4- Interpersonal Communication Skills: - Active Listening skills. - Effective Speaking skills. - Writing skills. - Public speaking skills. - Nonverbal communication skills (Body Language). Industry Internship Tamer Zakaria

  7. Continued • Module 7- Business Communication Skills: - Presentation skills. - Business Acumen: the Language of Benefits. - Organizational communication skills. Industry Internship Tamer Zakaria

  8. GOLDEN RULE from Self-esteem comes Trust fromTrustcomesCommitment from Commitment comes High Performance from High Performance comes Excellence Industry Internship Tamer Zakaria

  9. Module 1 Service Culture Industry Internship Tamer Zakaria

  10. Module 1 Outline • What Is SERVICE? • PERFECT Model. • Creating a Service Culture. • The Secret of QUALITY SERVICE. • The Concept of SERVICE. • Service Promise. • Moments of Truth. • Wow Factor. • Meeting & Exceeding Expectations. • Hospitality Business. Industry Internship Tamer Zakaria

  11. Continued • Business Acumen. • Show Businesslike Appearance. • Mental Hygiene. Industry Internship Tamer Zakaria

  12. What Is SERVICE? Smile for everyone Excellence in everything we do Reaching out to every guest with hospitality Viewing every guest as special Inviting guest to return Create a warm atmosphere Eye contact that shows we care Industry Internship Tamer Zakaria

  13. PERFECT Model Putting guests first Ensuring pleasant atmosphere Reflecting a genuine interest Following standards Eliminating each guest complaint professionally Continuing care Teamwork Industry Internship Tamer Zakaria

  14. Internal Quality DrivesEmployees Satisfaction Employee SatisfactionDrives Retention & Productivity Guest Loyalty DrivesProfitability & Growth Creating A Service Culture Guest Satisfaction Drives Guest Loyalty Employee Retention & Productivity Drives Service Value Service Value Drives Guest Satisfaction Industry Internship Tamer Zakaria

  15. The Secret of QUALITY SERVICE • Qualityis the consistent delivery of products and services according to expected standards. • Serviceis the process of helping guests by addressing their wants and needs with respect and dignity in a timely manner. Industry Internship Tamer Zakaria

  16. The Concept ofSERVICE • Build the guests’ perception of value. • Look at service as a performance directed at satisfying the need of guests. • Good Service is meeting guests’ needs in the way that they want and expect them to be met. • Superior service means exceeding guest expectations. Industry Internship Tamer Zakaria

  17. 1 6 2 7 8 3 4 5 Service Promise Delivering on the Service Promise Make extra efforts to provide enjoyable service Leave everything when recognizing a guest Take pride in your work Give every guest an undivided attention Be always enthusiastic Give every guest the feeling you are only here for him/her Deliver more than your promise Greet every guest with a friendly smile Industry Internship Tamer Zakaria

  18. Moments of Truth • Moments of trust is any time that a guest has an opportunity to form an impression about the operation. Industry Internship Tamer Zakaria

  19. Wow Factor • Wow factor is the feeling guests have when they receive or experience an unanticipated extra as they interact with the operation. Industry Internship Tamer Zakaria

  20. 1 2 3 4 5 Meeting & Exceeding Expectations The 5 Expectations Professional Appearance Friendliness Courtesy Concern Flexibility Industry Internship Tamer Zakaria

  21. Hospitality Business Survival Depends on: Providing Value for Guests Success Depends on: Increasing your Guests’ perceptions of the Value you are providing to them Industry Internship Tamer Zakaria

  22. Show Positive Facial Expression Practice Professional Demeanor Move with Confidence Business Acumen Be Business – Oriented Control the Messages you Send Be Empathetic Build Repeat Business Industry Internship Tamer Zakaria

  23. Show true believe in your product You are an official representative of the company Professional Be enthusiastic even when feeling low Acknowledge returning guests Ending on a positive note Never neglect the importance of punctuality Show Businesslike Appearance Industry Internship Tamer Zakaria

  24. Mental Hygiene • Like yourself. • Accept your responsibility. • Take life’s disappointments in stride. • Profit from your mistakes. • Forget the past and look to the future optimistically. • Welcome new experiences and ideas. • Try being tolerant and easy going with others. • Give your best effort to whatever you do. Industry Internship Tamer Zakaria

  25. Continued • Neither underestimate or overestimate your abilities. • Like and trust others and take for granted they will like and trust you. • Act positively on each problem as it arises. Industry Internship Tamer Zakaria

  26. Module 2 Spirit of Hospitality Industry Internship Tamer Zakaria

  27. Module 2 Outline • What is HOSPITALITY? • Guests: What Do They Want? • Spirit of Hospitality. Industry Internship Tamer Zakaria

  28. What is HOSPITALITY? HOSPITALITYis a Cordial Reception and Dealing with Anyone Industry Internship Tamer Zakaria

  29. T H Y O A S P I T I L HOSPITALITY Tactful Manner Honesty Outstanding Performance Attentiveness Special Touches Legendary Service Pleasant Atmosphere Innovation Initiative Team Spirit Yes, We Can Industry Internship Tamer Zakaria

  30. Guests: What Do They Want? Exercise Industry Internship Tamer Zakaria

  31. S P I R I T Spirit of Hospitality SPIRIT Seek out what your guests really want Put guests first Ignore distractions Reach beyond expectations Invest in yourself Team up with co – workers Industry Internship Tamer Zakaria

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