���˿���

While interpersonal skills are important there are specific situations where professional training is required so that staff in any hospitality outlet know the correct behaviour.

This is known as developing professional qualities or standards of behaviour.

Here are a few examples of situations where hospitality staff require specific training:

Answering the telephone

This is an important skill as it is often the first contact between the customer and the business. Most organisations will have their own procedures however the following basic rules are common.

Answer the telephone within 3 or 4 rings. Be polite and ‘smile’ with your voice as you introduce your organisation and give your name.

Ask “How can I help you?” Avoid keeping the caller waiting and if you have to this should be no longer than 45 seconds. Apologise for this and if you do not have the information offer to ring back later.

At the end of the call ask if there is anything else you can help the person with and then wish them a good day and good-bye.

Showing guests to a room

Walk slightly in front of the guests but at their pace. Have a general conversation with them.

On arrival open the door and hold it open to allow guests to enter first. Check that everything is to their satisfaction and wish them a good stay.

Showing guests to the restaurant

Greet guests with “Good morning/day/evening”. Walk with the guests at their pace. Indicate their table and pull out chairs.

Offer to take coats. Seat ladies before men starting with older people before younger.

Offering menu

If guests are chatting wait, say ‘excuse me’, then present menu, to ladies first.

Politely explain the menu, remembering all the skills - eye contact, smile, tone, listen, to everyone at the table and then check that there are no queries.

Provide explanations as required, remembering to smile, make eye contact and look interested.

Serving Food

Always serve food from the right and start with ladies first. When all guests have been served, politely ask is there is anything else they require and if not say “enjoy your meal”.

After each course of the meal is served, ask the customer if everything is “OK”. Always use “sir” or “madam” when speaking directly to a customer. Check when everyone has finished and never rush people or hover.

Presenting the bill

When asked, bring the bill and leave it for the customer to look at. When the customer indicates he is ready to pay, return to the table and follow the procedure in the business. Thank the customer. Remember the greeting “sir/madam”.

Working in the hospitality industry requires good interpersonal skills to have a successful career. Some people already have these skills but in other people they have to be developed.

Within the industry all hospitality businesses and staff working in different departments will require training to help with this.