DTM10203

CUSTOMER SERVICE FOR

TOURISM & HOSPITALITY

CHAPTER 1.0:
PROFESSIONALISM
 OVERVIEW
CLO1: Apply knowledge related to the customer service in tourism and hospitality profession

1.1 Describe positive attitude and passion towards tourism profession

• 1.1.1 Explain the importance of positive attitude and passion towards profession in tourism and hospitality
industry
• 1.1.2 Identify how positive attitude benefits the co-workers, business, community and industry
• 1.1.3 Discuss the impact of first impression on customers

1.2 Describe appearance, grooming, and hygiene practice in tourism and hospitality work
environment

• 1.2.1 Explain the importance of appearance in the work environment

• 1.2.2 Describe good personal hygiene which includes bathing, using deodorant, and practicing oral cleaning
habits
• 1.2.3 Describe professional standards of hygiene, grooming, attire and neat appearance in class and public
places

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 OVERVIEW
1.3 Discuss on-going professional development strategies
and plans to enhance professionalism in tourism and
hospitality industry
• 1.3.1 Identify oneself through personal development strategies
• 1.3.2 Describe career planning goals and process
• 1.3.3 Discuss the importance of continuous learning to self-enhancement and the impact towards
tourism and hospitality industry
• 1.3.4 Describe ongoing personal and professional development in relation to career advancement
• 1.3.5 Discuss independent learning for continuous self-enhancement

Assessments: TEST 1

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 How Much Do You See of An
Iceberg?
What are the relation between ICEBERG
and ATTITUDE?

Visible ONLY 10%

Invisible is 90%

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 DEFINITION of
Attitude
It can be defined as the position or
bearing as indicating action, feeling
or mood

 Your attitudes can signal others to avoid you

 It can cause people to be drawn to you and have positive feelings on you
 It can cause others to see you as attractive or repulsive in varying degrees
 The image your friend, etc. have of you is what you project by your attitudes
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 What is Positive
Attitude..?
The positive character react and
interact with the surrounding with
manner and goodness

A positive state of mind or feeling;

disposition that yield a good result

Zig Ziglar remarks that:

• Positive attitude is the result of the new thinking believing in
yourself, learning from failures and surrounding yourself with
people who share your values, principles and thinking
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 IMPORTANCE of
Positive Attitude
A positive attitudes helps you:
• Career success
• Helps to achieve goals
• Increase productivity levels
• Develop a good team building
• Creates a positive environment
• Deal with change more effectively
• Success will be achieve greater and faster
• Makes person stronger, happier and healthier

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 of Positive Attitude

• CO - WORKERS
 Gain respect from others
 Improve interpersonal relations
 Can treat problem as a challenge
 Will treat failure as a lesson in life
 Produce good working environment
 Easily motivated to achieve the goal
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 of Positive Attitude

• BUSINESS / COMPANY
 Generate sales and profit
 Improve company’s image
 More easy to get customer
 Produce quality product and service
 Improve productivity of the business
 Achieve company’s goals and missions
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 of Positive Attitude

• COMMUNITY

 Can decrease the crime rates

 Become role model to the community
 Produce healthy life environment for the community
 Make the community more harmonies and peaceful
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 of Positive Attitude

• INDUSTRY
Improve economy
Attract more tourist
Increase return customer
Increase customer satisfaction
Increase and improve productivity
Many investor will be invest in the industry
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TIPS to Develop Positive
Attitude
Smile

Optimistic

Choose to be happy

Look at the bright side of life

Have faith and self confidence

Read inspiring stories and quotes

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 What is
PASSION..?
Means:
Loves for the work that you do (energetic)

The advantages are:

 Inspire persistence
 Enhance relationship
 Strengthens the confidence
 Reduce stress and improve health
 Energizes you and fuels your success
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What is SELF-
ESTEEM..?
Self-esteem refer to:
• Truly loving and valuing oneself
• Personal assessment of worthiness

An individual with high self-esteem will:

 Feels good about himself
 Can face challenge more effectively

How..?
 Think positive by focusing on success rather than failure

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 What is SELF-
CONFIDENCE..?

Self-confidence refer to:

• Expected probability will achieve a goal
• A positive and realistic perception of ourselves and our ability
• Doing what you believe is to be right even others criticize you
• Being willing to take risk and go extra miles
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 of self
confidence
• Optimistic thinking
• Speak-up in public
• Confidence with self ability
• Can accept any challenges
• Ability to have self-direction in life
• Ability to handle criticism and emotional maturity

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 What is FIRST
IMPRESSION..?
It is the event when one person first encounters
another person and forms a mental image of that
person
In first impression:
• Form within 30 second
• You never get a second chance to make a first impression

 Negative impression are difficult to overcome

 Positive first impression is an important to build
a relationship with your customer
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Con’t..
When people look at us, they might form opinion about:

Level of Intelligence
Personal Standard
Integrity
Personality

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 HOW to Make Good First
Impression..?

• Make good eye contact

• Control your body language
• Pay attention to the customer
• Be aware of your tone of voice
• Develop a powerful handshake
• Be aware of your facial expression
• Maintain good personal grooming habit
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 Positive
Impression
First
c r e ase
Easy to In nt
fide Easy to build
cope with con l
guest leve relationship

Easy to
ge
uest trust fro t
Be a g e m
nc others
prefere

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PROFESSIONALI
SM
The conduct, aims or qualities that characterize or
mark a profession or a professional person

The standing, practice or methods of a

professional, as distinguished from an amateur

Characterized by or conforming to the technical

or ethical standards of one’s profession
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 Characteristics of
Professionals
Characteristics that describe a professional are:
• Critical thinker
• Problem solver
• Positive attitude
• Computer literature
• Adaptable and flexible
• Able to cope with pressure
• Good communication skills
• Dependable and responsible
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Ethical behavior & professional
codes
Ethical behavior are:
 Based on morals
 The right way to behave
 Behavior that is appropriate
 Ability to choose between the right and wrong

Different organizations have different ethical code of behavior

This code should be follow and not be violated
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 Dress code
Definition:
A set of rules specifying the garb or type of clothing to be
worn by a group or by people under specific
circumstances
Dress code are rules with regard to clothing

• Identify the occupation

ROLE •
•
Identify the organization
Leave an impression to the guest
• Protect body from danger / security
S • Reflect the image of sanitary restaurant
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 Hygiene & GROOMING
Definition of Hygiene:
Conditions or practices conducive to maintaining
health and preventing disease, especially
through cleanliness

Definition of Grooming:
It refer to the attention to detail we give
to how we look
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 Hygiene & GROOMING
• Customer expectation on personal hygiene in this industry are high
• Each organizations should state personal hygiene standards

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Personal development strategies

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 Strategy 1: human relations &
yourself
What is human relation..?
 It refer to how you interact, communicate with others
 One should understand themselves first before
understand others

Do self-examination Identify your self-concept Develop self-esteem

Get informal feedback What you think of you and It will lead to job satisfaction
from people must have positive concept and good performance 37
Strategy 2: self motivation
• Motivation is what pushes us
to achieve our goals, feel more
fulfilled and improve overall
quality of life
• Self-motivation is important to
achieve success in work and
personal life

• According to Maslow Hierarchy,

people have internal need that
push them towards goal
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Strategy 3: goal setting

 One should have their goal on the job

 Goal need to be SMART
 Past performance should be your guidelines
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Strategy 4: problem solving
 Problem solving occurs when:
 You are trying to remove an obstacle that
block your path
 You try to close the gap between what exist
and what you want to exist

 Other than that, one should have many

alternatives to solve the problems

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Strategy 5: decision making

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CARRER planning goals &
process

Choosing a Finding suitable Develop good

career job work habit

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step 1: choosing a career
• Gather valid occupational fact
• Match between your capabilities and interest
• Pursue an occupation that have growth potential
• Consider the level of responsibility you are seeking

Occupations have been classified into six (6) level, which are:
• Unskilled work
• Semiskilled work
• Skilled occupations
• Semiprofessional
• Professional
• Managerial positions
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 step 2: find suitable job
Qualifications that frequently required by employers are:
• Appropriate educations and satisfactory grades
• Communication and interpersonal skills
• Relevant working experience
• Problem solving ability
• Emotional maturity
• Teamwork skills
• Self-motivation
• Flexibility
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Con’t..
Effective Job Seeker

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Con’t..

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step 3: develop good work
habit
• Be professional
• Make work a priority
How To • Avoid procrastination
• Practice self-discipline
Do? • Minimize distraction at work
• Maintain good work-life balance

People with good work habits tend to

be more successful in their career
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 Life – long learning
To upgrade job skills

To gain knowledge

To participate in social networking

Definition: To develop self confidence

Continuous building skills and
knowledge through the life of
To develop interpersonal skills
an individual / experience
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Professional work habit / ethic

• Deliver work on time and with quality

• Never discuss employee’s fault with clients
• Show respect to all superiors and subordinates
• Always display teamwork and cooperation in office
• Never use foul language and insult your colleagues
• Maintain honesty in business transaction and communication
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