Introducing
Your new presentation assistant.
Refine, enhance, and tailor your content, source relevant images, and edit visuals quicker than ever before.
Trending searches
How To Properly Acknowledge A Guest
166
AWARENESS OF YOUR SURROUNDINGS
Explain the Triangle Rule
10
Avoiding Eye Contact
1. 10 Feet
2. Visually acknowledge the guest
3. Shows guest that you are aware of their presence
4. Lets the guest know you are , or are not ready to help
When making eye contact, how may I ensure that I do not end up staring?
Eye Contact vs Staring
How long is too long to hold a gaze?
Shows the guest:
1. You are uncomfortable with the situation
2. You are not interested in what they have to say
3. You do not care about them or the issue at hand
Proper Use
1. Always smile
2. Use appropriate gestures
3. Warmth and expression behind your eyes
4. Triangle Rule
Maintain Eye Contact
Shows the guest:
1. You are paying attention
2. You have respect for the other person
3. You are receptive to what the guest has to say
10 & 5 Rule
5
MAKE EYE CONTACT AND SMILE
A jersey representing their favorite sports club?
1. Listen to guest's needs
2. Answer any question they may have
3. Offer assistance
4. Start and end every conversation with direct eye contact and smile
5. Display proper body language at all times
1. Verbally acknowledge the guest
2. You are ready to accept the guest
3. Welcoming gesture
4. Lets the guest know that you appreciate them being there
How may I show a special interest to a guest entering the lobby holding an umbrella?
Non-Verbal
Verbal
How can lack of eye contact show disinterest?
Verbally Greeting the Guest
Please explain the 10 & 5 Rule
Body Language
1. Proper Verbiage
2. Daily greeting
3. Guest's name, if known
4. Offering assistance
5. Show special interest
6. Anticipate guest needs
Over 80% of language is non-verbal.
How do you know that someone is having a bad day without speaking?
Posture
1. Head up
2. Eyes forward
3. Shoulders straight
4. Arms at sides
5. Seek out guest contact
Palm Up
Pointing
1. Friend, not foe
2. Open to conversation
3. "Weapon-less"
Head Up and Aware
1. Open to conversation
2. Shows confidence
3. Starts conversation on a positive foot.
4. Scan the lobby
1. DO NOT POINT!!!
2. Considered a rude gesture in some cultures
3. Domineering behavior
Palm Down
1. You do not care
2. Aggressive
3. You have something to hide
4. Disgraceful
Gaze Pointed Down
Knowledge of Hotel Amenities and Daily Events
1. Shows guilt
2. Something to be ashamed of
Where may I find out about the events that are happening today?