GROOMING AND ETIQUETTE IN

HOSPITALITY
CHAPTER 3
LEARNING OBJECTIVES

After Studying this chapter, you will be able to:

1. Explain the business etiquette
2. Discuss on telephone handling skills
3. Understand Customer Service and Personality Types
 INTRODUCTION

Grooming and Etiquette is important and is the main as well

foremost important quality for those who are working or plan to
work in the industry.
Extract of grooming and etiquettes that can be easily understood
are ready smile, confidence, eye contact, good posture and body
language, excellent grooming, pleasant personality, good hygiene,
mingle with everyone, extrovert character, good communication
skills and readiness in situation.
• Extract of grooming and etiquettes that can be
easily understood are ready smile, confidence, eye
contact, good posture and body language, excellent
grooming, pleasant personality, good hygiene,
mingle with everyone, extrovert character, good
communication skills and readiness in situation.
 WHAT IS GROOMING?
Grooming can be understood as an outward appearance which is the window of your
personality to the world. You do not only dress for others but for yourself too.
External appearance is important because:
• Outward appearances is easier to examine and easier to improve.
• Outward appearance has more direct and immediate effect on one’s interaction with others.

‘’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’’
 BUSINESS ETIQUETTE
The first rule in Business Etiquette, no matter where
in the world you are, is to be courteous and punctual.
Keep your customer informed of what they expect,
whether it’s the first time you meet them or even after
their product or services arrives.
 For those who are doing business overseas,
different cultures may greet in different ways.
Those who are well-versed in business etiquette
will understand this and be prepared respectful
of various traditions.
 TELEPHONE HANDLING SKILLS

You never get a chance to make a first impression.

This is why, today’s world, the telephone is an
important business tool for every corporation.
However this crucial marketing instrument is only
frequently underestimated but also greatly neglected.
• Communication and Customer Service skills
• Listen Carefully
• Build Understanding
• Respond effectively
- Use a Sincere greeting
- Use scripts appropriately
- Use tone and style effectively
• Develop an Incident Management Strategy
- An Incident Management Strategy is a collection of tools,
techniques, and strategies that successful support agents use to
move through an incident effectively and efficiently, from the initial
greeting to the end of the incident.
◘ 4 Goals of Incident Management:
1. Provide the user with the information he or she needs.
2. Manage stress level for both the user and the support agent
3. Ensure that the incident progresses from start to finish in an
effective and efficient way.
4. Make the user more self-reliant
INCIDENT MANAGEMENT STRATEGY

• Ask Goal-Directed Diagnostic Questions

• Be Honest
• Apologize
• Say Thank You
CUSTOMER SERVICE AND
PERSONALITY TYPES
◘ WHERE DO YOU DIRECT YOUR ENERGY?

INTROVERSION (I) vs. EXTROVERSION (E)

Introverts – more private and quiet
Extroverts – More social and expressive
◘ HOW DO YOU PROCESS INFORMATION?

SENSING (S) vs. INTUITION (N)

SENSING – People work more with facts and experiences they obtain through their senses.
- tends to prefer direct communication

INTUITION – people tend to emphasize personal insight and the future.

- an intuitive person seek creative or novel ways to communicate with others
◘ HOW DO YOU MAKE DECISIONS?

THINKING (T) vs. FEELING (F)

THINKING – people based decisions on logic, analysis, principles and objective factors.

FEELING – people base decisions on personal values and subjective factors.

◘ HOW DO YOU ORGANIZE YOUR LIFE?

JUDING (J) vs. PERCEIVNG

JUDGING – people prefer a structured lifestyle in which they are well-organized and make structured
decision
PERCEIVING – prefer to be open, flexible, and explore their options.
 IMPORTANCE OF GROOMING & ETIQUETTES
IN HOSPITALITY INDUSTRY
Here are a few things that you should keep in mind when deciding to be
a part of the hospitality industry:
• Understanding of norms and protocol
- follow the code of conduct of the industry
• Refinement and Interpersonal skills
- its about overall demeanor & how you carry & conduct yourself
in the public. A good communication skills and a warm personality is
always a bonus.
 • Attitude & Outlook
- the industry demands a calm, collected & positive
attitude. Your body language should make the visitor
comfortable in approaching you.
• Etiquette is a must
- proper way to conduct yourself. Be it in a polite manner
of speaking or a graceful walk.
• Communication Skills
- This is the most important quality that needs to be
perfected to be a part of the hospitality industry.
GROOMING STANDARDS IN HOSPITALITY

First impression that will create lasting

impression. It is also essential to feel good
and confident about ourselves. If we feel
good about ourselves, everything goes
better.
HOW CAN WE DO IT?
We keep ourselves looking fresh and professional by paying a
good attention to:
• Our dress and/or uniform
• Our Hair
• Make-up
• Nails
• Breath
• Body Fragrance
• Expression and body Language
GROOMING TIPS IN THE HOSPITALITY INDUSTRY

○ HOTEL’S GENERIC GROOMING POLICY

• Hair: Clean, trimmed and neatly combed or arranged
• Facial Hair (men only): freshly shaved, mustache or beard neatly
trimmed
• Fingernails: neat, Clean and trimmed
• Breath: beware of foods which may leave breath odor.
• Body: freshly bathed/showered. Use deodorant
 • Make-up (women only): Use sparingly and be natural looking
• Perfumes/Colognes/after-shave: Use sparingly or none at all. Your scent should not linger after you
leave.

○ PERSONAL HYGIENE AND SANITATION

○ UNIFORM AND NAME TAG
○ HAIR
○ SHOES, SOCKS AND HOSIERY
○ BELT
○ NAIL
○ MAKE UP
○ TEETH BRACES
○ EYE GLASSES AND CONTACT LENSES
○ JEWELRY
○ TATTOO AND PIERCING