Right Attitude importance of right attitude

1. DR / HANY ATEF
Dr/HanyAtef
1

2. RIGHT
ATTITUDE

3. OBJECTIVES
By the end of this session you will be able to:
 List the right attitude behaviors
 Understand the importance of right attitude
 Discuss and avoid current common attitude
shortfalls
‫علي‬ ‫قادرا‬ ‫تكون‬ ‫سوف‬ ‫التدريبية‬ ‫الجلسة‬ ‫نهاية‬ ‫قبل‬:-
•‫الصحيحة‬ ‫السلوكيات‬ ‫كل‬ ‫معرفة‬.
•‫الصحيح‬ ‫السلوك‬ ‫اهمية‬ ‫فهم‬.
•‫ال‬ ‫السلوكية‬ ‫االخطاء‬ ‫تجنب‬ ‫و‬ ‫مناقشة‬‫ش‬‫الحالية‬ ‫ائعة‬.

4. WHY / HOW TO GAIN/RETAIN
GUESTS?
 It is important that the Guest
receives the ATTENTION and
SERVICE that will keep him/her
‫ان‬ ‫الضروري‬ ‫من‬‫ي‬‫الضيف‬ ‫جد‬‫و‬ ‫االهتمام‬
‫فندقنا‬ ‫يفضل‬ ‫تجعله‬ ‫التي‬ ‫الخدمة‬
COMING BACK
‫اخري‬ ‫مرة‬ ‫العودة‬
TELLING
OTHERS about
our business.
‫عن‬ ‫لالخرين‬ ‫فكرة‬ ‫اعطاء‬
‫عملنا‬• GOOD CUSTOMER SERVICE
is the cheapest & the most
effective type of marketing you
can do
‫للضيف‬ ‫الجيدة‬ ‫الخدمة‬:
‫التسويق‬ ‫في‬ ‫تاثيرا‬ ‫االساليب‬ ‫اكثر‬ ‫و‬ ‫اهم‬ ‫و‬ ‫ارخص‬ ‫انها‬.
Loyal
Guests
As
Loyal
Staff

5. WHY YOU ARE HERE?
 The key to success in
Hospitality Business is the
PEOPLE / YOU
 People visit and buy from
people they like
 Put yourself in the GUESTS’
SHOES
 Guests: Internal = Colleagues
External = Clients
•‫الضيافة‬ ‫مجال‬ ‫في‬ ‫النجاح‬ ‫مفتاح‬
‫الناس‬ ‫هو‬/‫انت‬.
•‫من‬ ‫وتشتري‬ ‫تزور‬ ‫الناس‬
‫يحبونهم‬ ‫الذين‬ ‫الناس‬.
•‫الضيف‬ ‫مكان‬ ‫نفسك‬ ‫ضع‬.
•‫الضيوف‬:‫داخلي‬=‫زمالء‬
‫خارجي‬=‫زبائن‬

6. RIGHT ATTITUDE
 APPEARANCE
& BODY LANGUAGE
‫الجسد‬ ‫لغة‬ ‫و‬ ‫المظهر‬
• Take initiative to greet
guests / WARM SMILE to look
FRIENDLY
•‫ودودا‬ ‫لتبدو‬ ‫جميلة‬ ‫بابتسامة‬ ‫الضيف‬ ‫بتحية‬ ‫ابدأ‬

7. RIGHT ATTITUDE
 Consider the Guest’s Culture
and respect the guests’ private
sphere.
‫الضيف‬ ‫حياة‬ ‫احترم‬ ‫و‬ ‫الضيف‬ ‫ثقافة‬ ‫راعي‬
‫الخاصة‬.
• Avoid Holding, Touching,
Kissing children and any
other action that makes the
guest feel uncomfortable.
•‫فعل‬ ‫اي‬ ‫و‬ ‫االطفال‬ ‫تقبيل‬ ، ‫لمس‬ ، ‫مسك‬ ‫تجنب‬
‫الراحة‬ ‫بعدم‬ ‫يشعر‬ ‫الضيف‬ ‫يجعل‬ ‫اخر‬.

8. RIGHT ATTITUDE
 Deliver equal service quality
to both genders
‫للجنسين‬ ‫مماثلة‬ ‫خدمة‬ ‫قدم‬
• Make the guest feel
very much secure and
protected.
• Don’t harass the guest
•‫الحماية‬ ‫و‬ ‫باالمان‬ ‫يشعر‬ ‫الضيف‬ ‫اجعل‬
•‫الضيف‬ ‫تغازل‬ ‫ال‬

9. RIGHT ATTITUDE
 WANT TO DO WELL
for our guests and for
ourselves as a company.
‫لصالح‬ ‫الطرق‬ ‫بافضل‬ ‫نعمل‬ ‫ان‬ ‫نريد‬
‫بها‬ ‫نعمل‬ ‫التي‬ ‫الشركة‬ ‫و‬ ‫الضيوف‬.
• Have the innate
PASSION for what we
do
•‫تفعله‬ ‫بما‬ ‫متاصل‬ ‫شعور‬ ‫لديك‬ ‫يكون‬ ‫ان‬ ‫بد‬ ‫ال‬

10. RIGHT ATTITUDE
 SPEAK to the Guests & Follow
your Colleagues with RESPECT
‫باحترام‬ ‫زمالئك‬ ‫وتابع‬ ‫الضيف‬ ‫الي‬ ‫تحدث‬.
• Be HELPFUL
•‫متعاونا‬ ‫كن‬.

11. RIGHT ATTITUDE
 ATTENTIVE
& INTERESTED
‫سعيدا‬ ‫و‬ ‫منتبها‬
• MOTIVATED & POSITIVE
•‫للعمل‬ ‫الحافز‬ ‫لديك‬ ‫و‬ ‫ايجابيا‬.

12. RIGHT ATTITUDE
 POLITE & KIND
‫طيبا‬ ‫و‬ ‫مؤدبا‬.
• DECENT & WELL
MANNERED.
•‫ر‬‫مهذبا‬ ‫و‬ ‫قيقا‬.

13. RIGHT ATTITUDE
 PATIENT
‫صبورا‬.
• QUIET & DISCREET
•‫حكيما‬ ‫و‬ ‫هادئ‬.

14. RIGHT ATTITUDE
o FLEXIBLE
o‫مرنا‬.
• HONEST & PRECISE
•‫واضحا‬ ‫و‬ ‫امينا‬.

15. CLEAN AS YOU GO

16. What is
wrong with
our attitude?

17. COMMON SHORTFALLS
 Interrupting the Guest
 Personal Chatting
‫الضيف‬ ‫مقاطعة‬.
‫الكثير‬ ‫الشخصي‬ ‫الكالم‬.
• Not Listening
• Hurrying with the guest to be able to
leave early
•‫االنصات‬ ‫عدم‬.
•‫مبكرا‬ ‫العمل‬ ‫مكان‬ ‫لمغادرة‬ ‫الضيف‬ ‫مع‬ ‫التعامل‬ ‫في‬ ‫التسرع‬.

18. COMMON SHORTFALLS
 Speaking Loud
 Shouting / Yelling at each other in
front of the guest.
‫مرتفع‬ ‫بصوت‬ ‫التحدث‬.
‫الضيف‬ ‫امام‬ ‫عالي‬ ‫بصوت‬ ‫التشاجر‬ ‫و‬ ‫العراك‬.
• Hiding in shadow
• Sitting on chair / desk
•‫االختفاء‬ ‫او‬ ‫االختباء‬.
•‫المكاتب‬ ‫او‬ ‫الكراسي‬ ‫علي‬ ‫الجلوس‬.

19. COMMON SHORTFALLS
 Eating / Smoking in Public Areas
 Making Jokes with colleagues in
Public Area
‫العامة‬ ‫االماكن‬ ‫في‬ ‫التدخين‬ ‫و‬ ‫االكل‬.
‫العمل‬ ‫مكان‬ ‫في‬ ‫الزمالء‬ ‫مع‬ ‫التهريج‬.
• Moody & Not Smiling
• Subjective / Discriminating among
the guests
•‫تبتسم‬ ‫ال‬ ‫و‬ ‫المزاج‬ ‫متقلب‬/‫الضيوف‬ ‫بين‬ ‫وتميز‬ ‫ذاتي‬.

20. COMMON SHORTFALLS
• Harassing the guests and
making them feel
uncomfortable
•‫الضيوف‬ ‫معاكسة‬(‫التحرش‬)‫مما‬‫يث‬‫ير‬
‫غضبهم‬.
• Overacting with the
guests and their
children.
•‫و‬ ‫الضيوف‬ ‫مع‬ ‫العمل‬ ‫في‬ ‫المزايدة‬
‫اطفالهم‬.

21. COMMON SHORTFALLS
 No Personal Attention to the guest
 Giving Wrong Information
‫أال‬‫للضيف‬ ‫شخصي‬ ‫انتباة‬ ‫تعطي‬.
‫خاطئة‬ ‫معلومات‬ ‫اعطاء‬.
• Arguing with the guests
• Discussing Politics / Religion
with the guests
•‫الضيوف‬ ‫مع‬ ‫الجدل‬ ‫و‬ ‫المناقشة‬.
•‫األ‬ ‫مناقشة‬‫م‬‫ور‬‫الضيوف‬ ‫مع‬ ‫الدينية‬ ‫و‬ ‫السياسية‬

22. COMMON SHORTFALLS
 Using Mobile Phones
 Singing in public
‫المحمول‬ ‫التليفون‬ ‫استخدام‬.
‫العامة‬ ‫المناطق‬ ‫في‬ ‫الغناء‬.
• You don’t Take Initiatives to
greet the guest
• You don’t Use the Guest
Name
•‫المبادا‬ ‫عدم‬‫ء‬‫الضيوف‬ ‫بتحية‬ ‫ة‬(‫تجاهلهم‬ ‫و‬).
•‫الضيف‬ ‫اسم‬ ‫تستخدم‬ ‫ال‬.

23. COMMON SHORTFALLS
 Not Aware of the Hotel Services
 No Eye Contact with the guests
‫عدم‬‫الفندق‬ ‫يقدمها‬ ‫التي‬ ‫بالخدمات‬ ‫الوعي‬.
‫معهم‬ ‫التعامل‬ ‫و‬ ‫التحدث‬ ‫اثناء‬ ‫الضيوف‬ ‫الي‬ ‫بالعين‬ ‫النظر‬ ‫عدم‬.
• Not using: “May I help you sir?”
while asking
• Exceeding your Limits with the
guests
•‫الضيف‬ ‫تساعد‬ ‫عندما‬ ‫مهذبة‬ ‫لغة‬ ‫تستخدم‬ ‫ال‬.
•‫العمل‬ ‫اثناء‬ ‫الضيف‬ ‫مع‬ ‫حدودك‬ ‫تتجاوز‬.

24. COMMON SHORTFALLS
 Complaining to the guests about the work
conditions
 Blaming others
‫الشكوى‬‫العمل‬ ‫ظروف‬ ‫من‬ ‫للضيوف‬.
‫االخرين‬ ‫لوم‬.
• Pretending understanding of
the message
• Making Promises you can not
Fulfill
•‫الرسالة‬ ‫فهم‬ ‫ادعاء‬.
•‫بها‬ ‫تفي‬ ‫ان‬ ‫التستطيع‬ ‫وعودا‬ ‫تعطي‬.

25. COMMON SHORTFALLS
 Picking nose
 Scratching head, body, etc.,...
‫أنفك‬ ‫داخل‬ ‫اصبعك‬ ‫وضع‬.
‫حك‬‫جسدك‬ ‫و‬ ‫جهك‬ ‫و‬.
• Biting pens
• Not Respecting your
Colleagues
•‫االقالم‬ ‫عض‬.
•‫العمل‬ ‫في‬ ‫زمالئك‬ ‫تحترم‬ ‫ال‬.

26. COMMON SHORTFALLS
 Dirty Workplace
‫نظيف‬ ‫غير‬ ‫العمل‬ ‫مكان‬.
• Not Cleaning
•‫النظافة‬ ‫عدم‬.

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