Our customers come to us expecting services which

includes guiding them with directions, complaint

handling, etc with a genuine smile.

In today's day and time, customers and companies also

expect the staff, to maintain and deliver on some basic
appearance standards with regard to their uniform,
etiquette and personal hygiene.

All of these play a big role in delivering on customer

delight and creating that great first impression.
» Differentiates you from others in a competitive job
market

» Enables you to be confident in a variety of settings

with a variety of people

» Honors commitment to excellence and quality

» Modifies distracting behaviors and develops admired

conduct

“Be one step ahead, practice the social skills necessary

to help you make a great first impression and stand
out in a competitive job market”.
Greet the guest with a smile and a warm welcome
Use the Guest’s name wherever possible
Establish guest’s need and determine the best
way to respond

Show genuine concern and interest in the guest

Thank the guest each and every time you meet.
Listen
Empathize
Apologize
React

Notify
Customer Service

Body Language
Grooming
Body Language
 It is a constant non-verbal flow of
communication
 It is the unspoken communication between
human beings
Why is it important?

Verbal
7%
Vocal
38%
Visual
55%
Total Impact
100%

Transparency 4 B
INTIMATE
ZONE PERSONAL SOCIAL ZONE
ZONE
0 – 1.5 feet PUBLIC ZONE
1.5 – 4 feet Between 4 - 12 feet
-- those who
-- distance from -- distance from
are emotion- Over 12 feet
others at office strangers
ally close;
parties, social -- people whom we
parents, -- when addressing
functions, and do not know very
spouse, a large group of
friendly well
children, people
gatherings -- postman,
close friends,
shopkeeper, etc.
relatives
 While interacting with the guest

 Maintain Eye Contact

 Have a Pleasant Expression
 Always smile
 While interacting with the guest

 Avoid unnecessary facial gestures

 Avoid any distracting mannerisms – running your
hands through your hair, touching your face, etc.
 While interacting with the guest

 Do not hang your head –

negative judgmental attitude,

expression of boredom.
 While interacting with the guest

 Stand erect at ease

 Shoulders straight and relaxed

 Chest out/stomach in
 While interacting with the guest

A shoulder shrug indicates that

a person does not know or

understand what you are

talking about
 While interacting with the guest

 Do not shift your feet

 Do not stand with your legs

crossed – defensive position

 While interacting with the guest

Keep arms at your side or

behind your back or in front

in the ‘ready’ position

 While interacting with the guest

Do not stand in the

hands-on-hips pose –
aggressive and
dominant attitude
 While interacting with the guest

Do not fold your arms

across your chest –
defensive and
negative attitude
 While interacting with the guest

 Donot stand with

hands in your pockets
– unwilling to
participate attitude
 Donot rub the back of
your neck – critical
and negative person
 While interacting with the guest

Head slightly tilted to one

side indicates an

interested and helpful

expression
 While interacting with the guest

 Maintain eye contact – the

business gaze

 Gaze directed in this triangle

– serious atmosphere
meaning business
 While interacting with the guest

Social gaze – drops below

the other persons eye level
– a social atmosphere
created

Intimate gaze – across the

eyes and below the chin
What is Grooming?
It is the process of making yourself look neat and attractive and
comprises of things which you do to make your appearance
tidy and pleasant.
The key intention of this section is to introduce you to some
basics on personal hygiene and grooming. Simple steps that
you can follow to deliver that perfect experience to your
customers.
We are sure that these grooming tips will go a long way in
making you feel more confident and attain a higher level of self
esteem. This will reflect in the way you serve and interact with
your customers. Grooming is all about enhancing your
appearance, your personality and your confidence.
Any thing that distracts the customers is not allowed (eg; Bright
Colour ornaments, Glossy Lipsticks, Expensive ornaments)
Grooming Standards
Grooming Standards- Men
HAIR

Not fall on forehead,

touch ears or collars,
Neatly combed, not
oily, coloured or
permed,
Conservative well
maintained hair style.
Clean, odor-free hair
and free from dandruff
Grooming Standards- Men
Gel(water-base), mousse
and hair spray to be used
conservatively
Hair should not extend
more than the nape of the
neck
To be trimmed above the
collar.
Moustaches
•Neatly trimmed
•Should not cover upper
Grooming Standards- Men

Face
•Clean shaved
•Sideburns – well trimmed
and cut straight at the tip;
should not exceed half the
length of the ear.
•Beards – only permitted
for religious reasons and
must be suitably
maintained
Grooming Standards- Women
Ponytail not longer than 9”

HAIR No streaking

SHORT
Trimmed regularly & styled
away from the face.
MEDIUM / LONG HAIRSTYLE
Trimmed regularly.Neatly
pinned into a French knot or
prescribed styles to keep
away from face using black
accessories.
Grooming Standards- Nails
Trimmed and well
maintained, clean , stain
free

Neatly cut, shaped &

clean.
No excessively long nails.
Only prescribed nail polish
shades.
Cover entire nails, with no
gaps or cracks.
Grooming Standards- Ornaments & Watches

Only one simple ring, on any one

hand. Only one set of earrings.No
danglers
No bracelets or bands.(Except for
religious reasons).

Conservative, not flashy, or too

large
Leather Strap- Black, Brown or Tan
Metallic Strap- Gold or silver
Grooming Standards- Footwear
Well maintained, well polished, in
good repair
Oxford shoes, No loafers

Black or Dark Brown.

Odourless , clean & pattern less socks
with an intact elastic

Closed shoes or sandals with ½” heel

Well polished & in good repair
 Clean Cap
Worn Properly
Legible Name Tags

Clean And
Ironed
Uniforms

Well
Fitting
And
Neatly
Tucked
T-shirts
Polished Black
shoes
Clean And Ironed Uniforms With Proper
Name Badge And Polished Shoes In Good
Condition
 Don’ts While Reporting For Duty

Always wear proper uniforms as

they are intended to be worn.
Don’t use excess make-ups
Hairs to be tied properly using
hairnet
Common Hygiene Points
• Wash hands after:
- Using the restrooms
- Smoking
- Handling money
- Touching hair or mouth
• After smoking always have mouth
fresheners.
• Brush regularly, bathe daily.
• No visible body piercing other than ears.
• Facial hair as per health regulation
standards.
Grooming is all about enhancing your
appearance, your personality and your
confidence.

Do takeout time to cover these simple

steps mentioned above.
Go ahead you are worth it!
•Guests observe more than
grooming and appearance.
•They observe how staff members
carry themselves.
•That’s why the staff needs to
know about etiquette and manners
and practice them.
•This in turn will enhance the work
flow and it is imperative for a good
work environment.
•It will also help you to get along
with those around you.
 Revolving Doors

 Whoever comes first leads the way.

 Make way for guests, people with physical

disabilities, old people, slow travelers and
people with bulky packages.

 Havea steady pace and never stop or change

speed once inside.
 Doors
 Open doors for approaching
guests.
 Open the door in the direction in
which the guest is going.
 Hold the door for the person
behind.
 Thank the person holding the door.
Using Equipment
 Operate equipment properly.
 Do not quarrel while sharing
equipment.
 Return borrowed equipment to the
initial user in the same condition.
 On equipment breakdown, get it
fixed immediately.
 Work area and equipment to be
clean, neat and ready for the next
user after usage.
 Permission to be sought prior to
borrowing equipment.
 Use correct technique and posture
to carry equipment.
 Do not bang doors of the sideboard
Courtesy among colleagues
 Do not point fingers while
communicating to colleagues
towards any guest.
 Do not use abusive language.
Speak politely.
 Always Communicate in English
 Be aware of your conversation
over phone.
 Use standard polite phrases.
 Never shout in the restaurant or
back area
 Always provide assistance to the
guest, even if it is not your job
While talking to a guest
 Always smile while
greeting a guest.
 Provide full attention
to the guest.
 Never say “Yes” until
you understand what
he is asking for.
 Never say “I don’t
know”. Inform the
guest that you will find
out for him and
ensure that he gets
the right information.
While talking to a guest

 Never Argue with the

guest. Speak softly and
clearly.
 Maintain a distance of two
feet from the guest.
 Control movement of
hands and facial gestures.
Most Common Etiquette Blunder

1. Inappropriate language.
2. Disregard for others time.
3. Inappropriate dress and grooming.
4. Misuse of the telephone.
5. Failure to greet someone appropriately.
Most Common Etiquette Blunders

6. Poor listening skills.

7. Disregard of shared property and others
space.
8. Embarrassing others.
9. Inappropriate or inconsistent recognition of
people.
» Telephone –
˃ Use appropriate tone of voice
˃ Maintain a positive attitude
˃ Remove slang terms and use good listening skills
˃ Cell phone – Either on Silent Mode or on
Vibration Mode
» Email –
˃ Remember – Nothing is confidential when sent
electronically
˃ Remain Gender neutral
˃ Keep harassment & discrimination policies in
mind
˃ Don’t use email to let off your frustration
˃ Control to urge to" flame”
˃ Respect others time
» Email –

˃ Do not email the world

˃ Copy with care; Reply to all with care
˃ Ask permission before forwarding
˃ Always use a salutation and signature
˃ Use correct spelling, grammar and punctuation
˃ Think before requesting a receipt
˃ Keep editorial comments to yourself
˃ Treat others as you would have them treat you
˃ Consider e-mail’s limitation
» Attending a meeting –
˃ Listen carefully
˃ Come prepared
˃ Be concise and articulate when speaking
˃ Show respect
˃ Come on time
˃ Inform on time
˃ Put your mobile phones on Silent mode
» Get to know the work culture –
˃ Unique sets of norms (breaks, lunch, meetings, workplace
politics, etc.)
˃ Find out what the organization values, philosophy of
conducting business, work ethic, etc.
˃ How and when do effective people communicate in the
organization?
˃ Stay Away from Gossips
˃ Stay Away from forming political groups.
˃ Stay Away from sitting in others workplace without any
work.
» Making a positive impression –
˃ Recognize that what you do early on will be magnified
˃ Remember your manners
˃ Be ready to learn, adapt and change
˃ Exercise professional maturity by showing good judgment
and build good relationships
˃ Show a healthy respect for colleagues experience and
expertise
˃ Exhibit a positive attitude and know what your role will
be on the team – How can I best assist?
˃ Leave your personal life at the front door
˃ Inquire about the proper way to respond to co-workers,
supervisors, clients ( Business letter head, phone call
etc.)
˃ Follow right protocol.
˃ Meet deadlines without fail or communicate on time.
˃ Report on time or communicate on time
˃ Seek permission than conveying information.
» Positive attitude
» Willingness to help
» Mutual respect
» Punctuality
» Professional dress
» Respect for others opinions
» Teamwork
» Show appreciation or give
credit for a job well done
» Speak well of your co-workers
» Try not to step on anyone’s toes,
or hurt anyone’s feelings
» BE COURTEOUS!
The three B’s:
» Be Kind
» Be Courteous
» Be Respectful
Lastly, Lets create a team
which is self motivated,
skilful, productive and
results oriented.
Quiz
Round 1
 Q1

What does this indicate ?

A shoulder shrug indicates

that a person does not
know or understand what
you are talking about
 Q2

How do we handle complaint?

L
E
A
R
N
 Q3

What does standing with hands in your

pocket mean?

Unwilling to participate attitude

 Buzzer

What is the grooming standard earring for women?

Only one set of earrings

No danglers
Thank You