Hospitality Basic Attitude Body language
Negative Body Language • Slumped posture • Cracking fingers • Walking quickly • One raised eyebrow when listening • Strolling (leisurely walk) • Head tilted when listening • Jingling change in pocket • Arms crossed • Pointing at person being spoken to • Eyes half closed
Impatience Clues • Continual nodding communicates impatience. • Leaning back or stepping away. • Turning their body away from you • Pushing away from their tables. • Gathering up papers. • Closing their cases while you are still talking. • Looking at their watches repeatedly.
Standing • Make sure you are standing appropriately. • Stand straight with both legs in straight position • Arms beside or connected in front of you, not crossed or behind you. • Never lean back while standing in front of the guest. • Never put your hands in your pockets
Talking • Make sure that your voice tone is not so high, not so low, not so fast and not so slow. • Ensure eye contact while speaking to the guest an show a suitable facial expressions during your conversation with the guest. • Use suitable respectable expressions or words. • Speak clearly and show interest to the guest conversation.
Listening • Listen carefully to all what the guest says. • Use eye contact. • Use your facial expressions while listening. • Use nodding as a sign of your listening. • Ask questions to confirm your understanding. • Wait until the guest finish their conversation, then answer or ask permission to leave.
Walking • Being in hurry is not a sign of professionalism, it means that things are out of control. • Walking slowly means that you are bored or not interested. • Looking straight forward shows ignorance to the guest and watching them shows disrespect to their privacy. • Walk straight and greet the guests if you looked in the eyes.
Sitting • Never sit down while the guest still standing. • Never sit with the guest without a previous permission. • If you were sitting and guest came, you should stand as a sign of respect. • Never sit in guest areas with legs crossed. • Sit properly on the chair in the presence of the guest or always in guest areas.
General Rules • Use eye contact while dealing with the guest. • Wait until the guest leave or finish first. • Never stare at the guest or their properties. • Always put a smile on your face • Use your facial expressions for the best effect.