Welcoming guests- for hotel restaurant staff

WELCOMING GUESTS

FIRST IMPRESSION

• Usually the last • Formed within first 3-5 seconds

WORD OF MOUTH

• Guests will tell 3 others of a good experience and 11 others of a bad one

• It(WOM) is more powerful than advertising • So we should try to make the best first

impression

IF YOU WERE A GUEST HOW WOULD U LIKE TO BE WELCOMED …

• Impressive Welcome – Good Eye – contact– Smile – Nod – Lean in /Move Forward – Upright Posture – Relaxed Facial Expression – Positive Tone of voice

Good Eye – contact

Shows you are interested

Smile

Shows you are approachable

Nod

Shows you understand

Upright Posture

Shows your confidence

Relaxed Facial Expression

Shows your calm and understanding

Shows you are genuine and Trustworthy

Positive Tone of voice

At Every Opportunity Use Guest Name

Ensure Guest Satisfaction