155x Filetype PPTX File size 1.57 MB Source: www.asean.org
Start conversations and develop good relations with guests This Unit comprises three Elements: Element 1: Meet and greet guests Element 2: Respond to guests’ questions or requests Element 3: Participate in a short, informal conversation with guests. Slide 2 Assessment Assessment for this Unit may include: Oral questions Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from employer/supervisor. Slide 3 Meet and greet guests Performance Criteria for this Element are: 1.1 Welcome guests appropriately 1.2 Introduce self and others 1.3 Ask questions to involve guests. Slide 4 Welcome guests appropriately Greeting guests as they arrive is very important. You want them to feel welcomed and comfortable. Standard greeting: Smile Look interested and friendly Greet guests according to time of day Give appropriate physical greeting Welcome guests Offer assistance Wish the guest a nice stay. Slide 5 Welcome guests appropriately Smiling is the easiest part of a greeting, but the act is often overlooked or forgotten. For most guests, a smile is an indication of a caring, friendly staff member. A genuine smile can be the difference in providing your customers a pleasant stay. Forgetting to smile can lead to feelings of discomfort and hostility. Slide 6
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