Telephonic Interview Preparation

A)Prepare as thoroughly as for ‘real’ interview B)Select comfortable, private, quiet place C)Advise flatmates re answering phone D)Have copy of CV and company information E)Have pen and paper at hand F)Prepare for usual interview questions G)Practice on phone H)Be Yourself Best Of Luck...

Six Stages of Personal Selling

Personal selling involves the two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person’s or group’s purchase decision. 1)Prospecting 2)Pre-approach 3)Approach 4)Presentation 5)Close 6)Follow-Up

Table Etiquettes

Sit down from the left side of your chair Assist with passing of foods when appropriate, pass to the right Use flatware from the outside in Napkin • place on lap before starting to eat; cover your mouth and nose if you must cough or sneeze • leave on your chair if leaving the table and returning during a meal • leave to the left of the plate when finished with the meal When eating with a small group wait until everyone is served before eating Follow actions of host/hostess as a guide when dining in someone’s home Avoid talking with food in your mouth; chew with your mouth closed Cut food into pieces as you eat; cut into small bite-size pieces; but meat one bite at a time Sit up straight; avoid leaning on elbows while eating Place spoon on soup plate rather than the bowl/cup when finished eating Place the knife and fork on the plate with the handles parallel to the edge of the table when finished eating Break one piece of bread/roll and butter one piece at a time Place butter on your own plate before buttering your bread/roll

CORRECT PHONE MANNER

1)You should answer the telephone within 3 rings 2)You should not keep the call on hold for more than 30 seconds 3)You must inform all callers of action being taken (holding, transferring, etc.) 4)keep the background noise-free 5)You should not disclose mobile phone numbers without permission 6)You should not transfer calls to mobile phones without permission 7)We will answer calls with "time of the day, department, “This is name, how may I assist you?" and end with "Thank you for calling" 8)Always smile, use positive expressions and speak in a clear, polite and friendly manner

Service Standards in Restaurent

A)ALL DRINKS ARE TO BE SERVED AND CLEARED ON TRAY B)COASTERS TO BE PROVIDED AT ALL TIME C)BAR NUTS/SNACKS TO BE SERVED WITH DRINKS D)DRINKS TO BE SERVED IN THE CORRECT GLASSWARE E)ICE TO BE SERVED SERPARATELY FOR NEAT AND MIXED DRINKS F)MIXER e.g JUICE/SOFT DRINK TO BE SERVED SEPARATE FROM SPIRITS G)LADIES TO BE SERVED FIRST H)SERVE FROM RIGHT HAND SIDE

Qualities of Hotel Service Staff

Behavioral Traits - Deal with guests with on-going personal concern Knowledge Facts of Area, Restaurant, Food and Wine Proficiency Work to improve skills and add to skill base Attentiveness Preparedness Efficiency Persuasiveness Subtle sale technique to express caring Loyalty Don’t blame the kitchen; sense of “ownership”; be a team player Honesty Guest must be able to trust staff Politeness Open doors, pull chairs, give directions, treatment of fellow staff Dependability Can your employer count on you? Composure No idle chit chat. Proper discussion is about the meal and its service. (host stand hangout) Sensitivity Identify the guests needs Tact

Types of Catering

Types of Catering- 1)Industrial catering 2)Off-Site catering 3)Club catering 4)Transport catering (airline catering, railway catering, ship catering) 5)Welfare catering 6)Retail stores Catering 7)Restaurant Catering 8)O.D.C (Outdoor catering) 9)Leisure linked catering

Sectors of F & b industry

1.Hotels 2.Restaurants 3.Ethnic restaurant 4.Coffee shop 5.Specialty Restaurant 6.Banquet 7.Cafeteria 8.Snack Bars 9.Bistros 10.Discotheque 11.Nightclub 12.Pub 13.Bar 14.Family style 15.Destination restaurant… 16.Casual restaurants 17.Cafes 18.Coffee houses

Tourism Product

Tourism product are the product of tourism sector which is a necessity for the tourist during their travel activity. it is not like other product but having unique feature. it rather can be say as the amalgamation of services of different type. Example: package tour, accommodation service, transportation service, guiding and shopping etc. Characteristics of Tourism Product:- 1)Intangibility 2)Highly Perishable 3)Inflexibility 4)Psychological 5)Unstable Demand 6)Highly Sensitive

Problems in Tourism Industry

1)Lack of Infrastructure Facility 2)Lack of Financial Support 3)Improper marketing/Tourism Promotion 4)Lack of Training 5)Increases Pollution in Environment 6)Change in Govt. Policy 7)Language Problem 8)Seasonal Demand/Low Paid with Long Hours

How we can solve Guest/Customer Complaints : Steps to complaint resolution

1)Provide customers with the opportunity to complain. 2)Give customers your full and undivided attention. 3)Listen completely. 4)Ask the key question: "what else?" 5)Agree that a problem exists; never disagree or argue. 6)Apologize. 7)Resolve the complaint. (Ask again: "what else?") 8)Thank the customer for bringing the complaint to your attention. If you cant give to customer what he/she is asking for, rather than refusing straightaway, give another option.

A Happy Guest-

A)Returns the next time. B)Recommends the place to his friends and acquaintances. C)Avails other services of hotel. D)Appreciates the hotel staff and respects them And thus, the profits are increased A study suggests that 95% of customers stop using a hotel’s service because somebody from the hotel staff was rude to them!

Banquet Operations

A)Banquet menu has higher contribution margin B)Banquets for group meetings and/or special events C)Forecasting and planning production, service, and labor are relatively easy D)Formal guarantee is made E)Less likelihood of overproduction of food with subsequent waste Various Ways to Charge for Beverages Individual Drink Price: Collecting cash or a ticket when each drink is sold (cash or host bar) Bottle Charge: Charging on a by-bottle basis for each bottle consumed and/or opened Per-Person Charge: Charging a specific price for beverages based on attendance at the event Hourly Charge: Charging the host a specific price for each hour of beverage service (based on number of guests) Specific Per-Event Charge: Using hours of beverage service; charging number of drinks per hour times number of guests

Interview Questions : Must keep in Mind the answers of these questions

1)Are you willing to work overtime? Nights? Weekends? 2)What has been or is your greatest achievement in your past or current role? 3)Can you give me an example of where you have learnt from a mistake you have made? – What did you learn?   4)What is more important to you: the money or the work? 5)What qualities do you look for in a boss? 6)Do you have any questions for me?

Interview Questions ?

1)Tell me a little about yourself 2)Why did you apply for this position? 3)What experience do you have? 4)Why are you the best person for the job? 5)Why did you leave your last job? 6)What would your previous bosses, colleagues or teacher say about you? 7)What can you tell me about this company? 8)Are you a team player? 9)What are your Strengths? 10)What are your weaknesses?

How to give good presentation/ How to deal with podium panic

1)Audiences are forgiving 2)Nervousness is usually invisible 3)Be yourself 4)Practice deep breathing/ visualization techniques 5)Begin in your comfort zone 6)Check out the room in advance 7)Concentrate on the message 8)Begin with a slow, well prepared intro; have a confident and clear conclusion 9)Be prepared and practice

Prerequisites of a Group Discussion (GD)

1)Topics given by panelists 2)Planning and preparation of topics 3)Knowledge with self-confidence 4)Communication skills/ power of speech 5)Presentation 6)Body Language and personal appearance 7)Being calm and cool 8)Extensive knowledge base related to state, country and globe. 9)Areas are politics , sports , science &trade commerce , Industry and Technology ,Terrorism etc. 10)Analyze the social , economical issues logistically . 11)Listening skills 12)Co-operation.

Group Discussion

Group Discussion is a modern method of assessing students personality. It is both a technique and an art and a comprehensive tool to judge the worthiness of the student and his appropriateness for the job.