CONDUCT

CONDUCT AND ATTITUDE

Being presentable and well groomed is only a part of the total image we project to our guests. How you react to our guests, the manner in which your provide service and treat guests provide the TOTAL image. The manner in which we offer service to a guest should be, as you would treat them in your own home, offering assistance, if and when required.

Remember to always to give courteous, knowledgeable and friendly service. From the moment the guest arrives, it is up to you to establish a positive relationship for doing business, satisfying their needs, making them feel comfortable, relaxed, looked after and welcomed, thus building his desire to return. To be successful in our industry, you require a positive attitude. Make the most of the things you do, be enthusiastic, get involved and share it with your guests, your department and colleagues. You are valuable and are a vital part of our operation with much to contribute. Believe in your own abilities, do things to the best of your capacity and make others and yourself, feel good.

The right attitude can move mountains; the wrong attitude destroys everything and leads to total failure. Remember this, put it into practice and you are a WINNER!

ATTITUDE Your attitude is the key to your success and happiness. It is also the guide to the success of our operation. Attitude is your mental position with regard to how you view facts and situations.

 Your attitude towards a guest or colleague influences your behavior. You cannot always camouflage how you feel. Your attitude determines the level of your job satisfaction. Your attitude affects everyone that you come into contact with, in person or by telephone. Your attitude is not only reflected by your tone of voice, but also by the way you stand or sit, your facial expressions and in general, body language. Your attitude is not fixed the attitude you choose to display is really up to you.

THE PLEASE CONCEPT PLEASE P Positive

The way you stand, walk and look, throughout the club will convey an image to our guests. You need to ensure that it is a positive and attentive effort to cater to their needs and desires. L Look and Listen By being alert and attentive to our guests needs and wants, by showing pride in your work and workplace, you reflect professionalism and effectiveness. Expression Facial expressions convey a wealth of meaning to our guests. It can depict your moods and feelings. Appearance Pride in your personal and environmental appearance creates a positive perception to our guests. Smile A smile signifies friendliness and approachability, which creates a positive feeling to our guests. Enthusiasm If a guest can sense your lack of eagerness to perform a task or service they require, they will establish a poor perception of YOU and the COMPANY, as a whole.

THE TEN COMMANDMENTS OF HUMAN RELATIONS

1. Speak to people.

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There is nothing more pleasant than a cheerful word of greeting. Smile to people. It takes 72 muscles to frown and only 14 to smile. 72 14 Address people by their name. A person prefers to be addressed by his name for a more personal approach. Be friendly and helpful Treat others in the manner you wish to be treated. Be cordial. Speak and act as if everything you do is of genuine pleasure. Be genuinely interested in people. You can like anybody if you make the effort. Be considerate with the feelings of others. People do have emotions which demands due respect. Be generous with praise. Be cautious with criticism. Be alert to give excellent service. What counts most is what we can do for others. Keep your sense of humor. Always try to see the humorous side of a bad situation.

COURTESY
COURTESY IS VERY IMPORTANT. Courtesy consists of three things: 1. Attitude 2. Words

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Behavior

Remember these words that we were taught as children: 1. Please 2. Thank you 3. May I 4. Excuse me; I am sorry 5. I am glad to The guests, as well as our colleagues, pay attention to our behavior, that is why: 1. Be clean at all times. 2. Smell good, your breath and body. 3. Do not leave food on the table or on the floor after eating. 4. Clean up after yourself and others. 5. Help others in any way you can. 6. Introduce yourself to new employees. 7. Look at others in the eye when talking. 8. 9. 10. Use the name of another person if you know it; better still, get to know it. The golden rule is guest first. Smile!!

AGAIN, BE POLITE AND COURTEOUS ALWAYS.