Chapter XI General View on Hospitality Etiquette



Do your hospitality professionals represent you with polish, politeness, confidence and credibility?  Competition in the hospitality industry is nonstop, and brands are looking for associates who can handle themselves flawlessly both in guest interactions and while representing your property in public.

Do your associates have the professional soft skills needed to amaze guests and have them return time and again?  This is the essential business seminar for both seasoned executives and new hires.

A sample of topics covered may include:

  • Improve guest experiences
  • Identify guest needs
  • Building value
  • Team Etiquette
  • Listening – Your secret weapon
  • Introducing yourself and others
  • Responding to introductions
  • Cultural blunders
  • International guests
  • Handshaking internationally
  • Business eye contact
  • Business body language
  • Business networking
  • Personal space
  • Amazing customer service
  • Guests with disabilities
  • Dressing for success
  • Guests in your office
  • Unhappy guests
  • Business card savvy
  • Meeting protocol
  • The power of your words
  • V.I.P. & celebrity guests
  • Pre-meeting strategies
  • When, where and how to sit
  • Electronic technology
  • Understanding deference
  • International gestures

Customized Hospitality Industry Business Etiquette seminars are available in workshop, half-day and full-day formats.  Half-day and full–day programs include a four-course, hands-on business dining tutorial luncheon or dinner.

Professional Waitstaff Training


Do your serving professionals represent you with flawless service and incredible customer relations skills?  Offering great food is no longer enough to stay competitive.  You want your customers not only to return, but to spread the word about your exceptional establishment.

A sample of topics covered may include:

  • The financial impact of service
  • Defining amazing service
  • Listening – Your secret weapon
  • Valuing your customer
  • How are you perceived?
  • The power of your words
  • Suggestive selling
  • Types of table service
  • Business eye contact
  • Business body language
  • Hospitality for children
  • Tips and taxes
  • Handling money
  • The exceptional server
  • Guests with disabilities
  • Your professional uniform
  • Unhappy customers
  • Promoting side orders
  • Cultural considerations
  • Presenting the check
  • The language of Wine
  • Table settings
  • Menu knowledge
  • Seating guests
  • Tray service
  • Safety & sanitation
  • Beverage service
  • Respect for others, both members and fellow employees.
  • Common courtesies such as attitude, mood, and smiles; using names and titles when addressing customers/guests/members; using please and thank you, yes ma’am and no sir; interrupting personal conversations; stepping aside and holding doors; offering assistance; inappropriate personal habits such as smoking, drinking, eating, and chewing gum in front of customers; and the need to take breaks out of view.
  • Appropriate and inappropriate words and phrases and the need to act naturally and sincerely in all interactions with customers.
  • How body language can convey unintended messages.
  • The importance and impact of tone of voice.
  • Alertness and responsiveness to customers at all times.
  • Focus on the task at hand and satisfying customers.

Essential Manners & Etiquette in Service Industry

  • Hygiene Standard
  • Grooming Standard
    • Hair
    • Make Up
    • Hands
    • Uniform
    • Jewelry


  • Behavior
    • Standing
    • Sitting
    • Walking
    • Squatting


  • Manners & Etiquette
    • Greeting
    • Showing the Way
    • Handling Things
    • Elevator Etiquette
    • Introduction Etiquette
    • Telephone Courtesy
    • Hand-shake Etiquette
    • Business Card Etiquette

Taking Orders

  • Manners & Etiquette –Taking Orders
    • Seating
    • Taking order
    • Standing
    • Gesture
    • Courtesy Language:


  • Technique – Taking Orders
    • Present Menu
    • What has been ordered and consume
    • Nutrition
    • Confirming the Orders
    • Customer Complaint


  • Toast

Business Etiquette

  • Gentleman
    • Dressing
    • Essentials Items


  • Ladies
    • Make Up
    • Essentials Items


  • Behavior
    • Ladies Standard
    • Gentleman Standard
Published on August 28, 2013 at 07:51  Leave a Comment  

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