Basic Grooming

Instill the importance of projecting a positive

first impression.
Impart the Uniform Standards required at the
workplace.
Inculcate the basic customer service etiquette.
Provide pointers on good interpersonal skills.
Provide tips on skin care and make-up to project
a professional image.

Programme Objectives:
Activity #1:
GUESS WHO!!
VISION
To be the leading leisure,
entertainment and hospitality
corporation in the world
Safety
Impression
Courtesy
Efficiency
Consistency
5 Service Standards
Safety
We must
always portray
a professional
image

Impression
Courtesy
Good morning, sir.

Welcome to
Genting Highlands.

How may I help
you?
Efficiency
We must deliver prompt
service
Consistency
D.O.M
HACCP Compliance
ISO Compliance
First Impression
I.M.A.G.E
Safety
Impression
Courtesy
Efficiency
Consistency
I.M.A.G.E stand for:
I
Interpersonal
skill
The way you deal with people in
different levels.
M
Mannerism Courtesy, the way you act does it
makes people feel comfortable.
A
Audio effect Your volume, pitch, pace, tone clarity
and projection.
G
Grooming Dress, look, facial expression, body
language, eye contact.
E
Emotional quality
(maturity)
How well do you control your
emotion, mindset, attitude and inner
confidence.
13
Interpersonal skills in building
relationship
Communicating respect for other people

It will enable to reduce conflict and
increase teamwork.
How do we develop Interpersonal skills?
Networking

Communication
Network building
Leadership

Motivating others
Teamwork

Group work
Collaboration
Decision making
Delegation
15
Mannerism
Writing
Speaking
Reading
Facial
expression
Gestures
Postures

Verbal
Non verbal
(body language)