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    Professionalism is one of the most important components within the whole hospitality industry - first impressions count

    Employees and employers should have excellent communication skills - inclusive of the ability to pass on relevant information and 'decode' information being communicated to them. Having an understanding of how non-verbal communication (body language) is critical in terms of influencing a service experience. 



     

  • Employer and guest expectations

    Guests are the number one priority within a hospitality establishment and their satisfaction is what keeps the establishment going day after day. Guests expect that when they visit an establishment, their desire will be met and that the services provided to them, are of high standards. As such, the employer of an establishment should ensure that the customer expectations are met.

    In order to ensure these positive reactions from guests, the establishment must always be clean and welcoming and employ individuals whom are friendly and outgoing. It is also crucial to consider and recognize the loyalty of the guests and respond to their concerns respectfully bearing in mind that they should be retained as long term, repeat customers.

    Hospitality professionals are expected to be highly flexible, possessing a natural ability to adapt to ever-changing / on-demand environments. Given the close relationship between guests and employees, there is an assumed level of professionalism which takes for granted that every customer facing representative is responsible for their actions or at least able to take responsibility on behalf of the organisation; finding a solution for the customer without falling short of the assumed expectations. 

  • Rules for establishing a professional appearance
    First impressions count and in an attempt to make these impressions the best they can be, there are a number of
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    First impressions count and in an attempt to make these impressions the best they can be, there are a number of guidelines related to one's professional appearance which should be followed:

    • Staff should always make sure they are well presented - a basic level of personal grooming and personal hygiene health is the minimum requirement
    • Finger nails should be short and not overly polished. They should be filed and maintained so that the edges are smooth (unless specialist gloves are worn)
    • Every individual’s uniform should be clean and in good repair with no missing buttons, rips or frayed cuffs
    • Care instructions on clothing labels should be followed so that uniforms last longer
    • Excessive jewellery (e.g. dress rings, bracelets, watches, necklaces and earrings) are not recommended in the establishment, while any facial jewellery should always be removed
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Comments

HospitalitySupport26 May 2018 14:32
Thanks for the comments Irene.
Senkubuge.IreneLynn026 May 2018 12:35
It was such a useful information. Thank you
HospitalitySupport05 Jul 2017 07:49
Thanks for your comment Sifiso... Given the content is vast, and can change with new developments in the curricular or suggestions from the community, we've had to rely on automated voice solutions. T
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Sifiso.Cele04 Jul 2017 22:07
The information is very useful .its such a pity the audio is done by an international commentator. One could struggle to hear him /her.
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