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Training Topic 5 Body Language & Grooming.

Body Language Personal Appearance Grooming Facial Expression Eye Contact Gestures/Mannerisms Postures Grooming Communication General (Soft Skills).

Body Language. Components.

Components of Body Language. Body Language. Personal Appearance.

. Facial Expression. Guest can easily identify when the staff is feeling sad, angry, happy etc. by looking at facial expression. Therefore maintain positive facial expression. Service With a Smile :-).

. Eye Contact. Always maintain eye contact Never look at the guest below the neck region If 2 or more people are standing in front of you - maintain equal eye contact with all If uncomfortable look at the forehead.

. Gestures/Mannerisms. Greet the guest by “ namaste” Do not whistle & call each other in guest areas Do not gesture with your little finger to each other while taking a bio break Do not clean your nose, ears, eyes or scratch yourself while standing in guest areas Do not adjust your trousers while in guest areas.

. While talking to a guest - Stand straight with a smile on your face & arms either by your side or behind your back. Always Keep one arm’s length of distance between yourself & the guest. Never touch the guest while talking or escorting the guest unless it is a medical emergency.

. Personal Appearance - Grooming. Treebo Uniform for Front Office Staff.

. Personal Appearance - Grooming. Treebo Uniform for HK & F&B Staff.

Communication. General Soft Skills.

. General Soft Skills. A picture containing toy Description automatically generated.

. When a guest asks for something you can provide: Phrase to Remember: Sure Ma’am/Sir, I will send it now.

. Offering assistance to a guest: Phrase to Remember: May I help you, ma’am/sir?.

. When a guest thanks you: Phrase to Remember: You are welcome, Ma’am/Sir.

. Offering assistance to a guest Phrase to Remember: May I help you, ma’am/sir?.

. When you assist a guest in carrying something Phrase to Remember: Allow me, ma’am/sir.

. When you want a guest to repeat something Phrase to Remember: Pardon, ma’am/sir, Please repeat.

. When you are not sure, whether it can be provided Phrase to Remember: Allow me to check. Thank you for waiting (when you return), We will get it for you from outside (If possible).

. While Introducing yourself Phrase to Remember: Hi Ma’am/Sir, I am _______ (your name) from Housekeeping/Front Office/F&B.

. When the guest is unwell Phrase to Remember: I am sorry to hear that. Get well soon Ma’am/Sir May I call a doctor?.

. Fond Farewell Phrase to Remember: Happy and safe trip Ma’am/Sir. Goodbye See you again.