Grooming a host or hostess into pleasing manners

Gaston de Rosayro

Good manners earn goodwill. The service industry such as the hospitality sector in particular should be made aware of that more than anyone else. It would certainly be a capital idea to start training at the top. Teaching the executives how to be on their best behaviour is crucial to any organisation. And that includes the general managers as well.

Many hotels and service organisations are now hiring corporate image consultants to conduct motivational workshops for their middle and top level management. These workshops on business etiquette and image building focus on how executives could become high achievers without compromising on good manners.

A really effective consultant is not easy to find. But a true professional would be able to mould you into an adequately responsible host. But the mission of business etiquette workshops is to drive home the importance of striving to play the perfect host.

It is not always easy being a people-pleaser in the service industry. But it pays to be flexible as you go through your career picking up clues about what people want and expect, and doing your best to please them. You can sometimes struggle when confronting people who should be confronted, but always remember to handle even the worst situation with diplomacy.

Remember some customers bring cheer and sunshine wherever they go. Others whenever they go! That is because people in customer service occupations, especially the hospitality industry encounter customers with varying moods and issues.

These industries are highly competitive. In the hotel industry in particular customers pay good money and expect some sort of comfort and a certain degree of pampering. They certainly deserve their money’s worth. One mishap or bad-mannered instance can put a customer off completely. Such an occurrence might stop a customer from visiting a hotel or a sales outlet forever.

Many human resources (HR) managers are of the opinion that it takes at least a dozen repeated efforts to set one mistake right.

And the important factor that everyone in the trade can easily relate to must be emphasised forcefully into the rank and file of all such organisations. Discourteous or disgruntled employees are a detriment to any workplace. Any administration that causes employee dissatisfaction should be revamped fast. As the old saying goes, where there is fear there is no cheer. But it takes a true professional mindset to conjure up an inspirational motto than can enthuse a complete workforce into successfully achieving such a mission.

I believe I have come up with a winner while lecturing on promotions and public relations and image building. It is a simple, sweet and short dictum and something everyone could easily connect to. My theory: Good manners earn you goodwill! And goodwill is deposited directly into your savings bank account. The more goodwill you earn, the bigger your account grows. This is converted into a self-esteem bond and no misfortune can shake you.

Good motivational coaches do have a great many innovative suggestions, which are certain to benefit management and supervisory level personnel. That is because proper training is absolutely essential in such high-stress jobs. But the real success of such workshops lies in all these ideas percolating to the lower-level staff as well. That is because they are the frontline troops. Customer satisfaction and loyalty in the hospitality and tourism business greatly depend on frontline service providers - employees who are in first contact with the customer. Telephone and office etiquette are equally important. Details such as how to receive a guest, offer the perfect handshake, introduce guests and offer business cards must be effectively driven home.

The frontline is an important part of the bottom-line, in both profit and customer satisfaction terms. The ultimate value an organisation can communicate is the personal touch. As such the emphasis must be on good recruiting and selection programmes which are essential to a firm’s ability to provide superior service at the frontline.

Not everyone is well-suited to be a frontline customer service provider. Customer contact personnel must possess the proper combination of traits.

Firms will have a distinct advantage, if they have well-structured employee selection procedures, such as behavioural interviewing methods. All firms should also consider emotional intelligence screening of frontline applicants.

The stress of the frontline requires that providers have the ability to manage their own emotions and recognise the emotions of others.

Some people imagine that good manners may be construed as fawning behaviour and that doing so might project you as a pushover. Not so. Good manners are not a sign of weakness. On the contrary they are a positive example of displaying confidence and optimism under pressure.

They demonstrate poise and dignity and inspire subordinates and co-workers to achieve higher standards of excellence. One doesn’t need a big ego, like a blown balloon, to command respect. People with blown up egos are actually hiding their flaws. A smart person can easily prick the balloon.

Yes, it is possible to be good mannered, yet firm. As superiors, you must if the need demands it, give your subordinates a shove to wake them up from their comfort zone. It is often worth it.

A gentle push can work wonders at times particularly when you master the art of disagreeing without being disagreeable.

All such industries should remember that human capital is the most valuable asset of their organisation. Whether your employees wear professional attire, business, casual, or uniforms, their image and behaviour significantly affect your brand and therefore your bottom line. Enhancing their professionalism gives your organisation the competitive edge.

Most professional consultants will touch on every conceivable aspect of image building, leaving nothing out, including certain touchy subjects such as advice on personal grooming. These involve lessons right from hair, dental and nail care to conservative business dressing such as tying the perfect half-Windsor knot and wearing the appropriate suit for different occasions.

Many executives may feel a bit uneasy when they are offered advice about personal hygiene and manners. But a thorough consultant will continue unperturbed on his mission.

They will carry on regardless, unmindful of the squirming or the occasional frown or blushes. Certain things may not be palatable to the listeners and may sound explosive. But they nonetheless must be explained and instilled in the staff.

Never assume that no one would notice how you are. Everyone notices everything - right from body odour to unclean socks.

In reality you cannot control what people think of you. But you can control that image and project what you want to convey of yourself. Aspects such as what you wear, your personal possessions, the way you carry yourself can make or break your image. The real shift happens inside you, not outside.

I truly believe the best hospitality service requires that employees are never preoccupied. Providing exceptional guest service is a full-time job. It is a hard job. It is challenging, and to each guest, it is the most important thing you can do.

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