BEING A FRONTLINER1 dccp

8/7/2019 BEING A FRONTLINER1 dccp

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BEING A FRONTLINER

Minnie Brillante-NullarResource Person

Front Office Services TESDA Assessor

Tour Guiding Services TESDA AssessorBasic Baking TESDA Assessor

Housekeeping NCII

Ph D Candidate (summa cum laude)

MBA (summa cum laude)

BS Foreign Service major in Tourism

BS HRM in progress

CATCH Training Center

Dept of Tourism Licensed Tour Guide

ECT Owner (event organizer)


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Are you a frontliner?

Why is it needed?

How do we work on it?


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Todays Thought

There is only one boss, and whether a person shines shoes for

a living or heads up the biggest corporation in the world, the

boss remains the same. It is the customer!

The customer is the person who pays everyones salary

and who decides whether a business is going to succeed

or fail. In fact, the customer can fire everybody in the company

from the chairman (CEO) on down, and he can do it simply by

spending his money somewhere else.


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Do you know this umbrella?


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How to deal with this dilemma:Have we done what we said wed do?


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Lets have Reality Check?

OK, So What Is This Stuff?


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Whats more Important?

Knowledge?

Skills?

ATTITUDE?

PERSONALITY!!!!


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Time never was

when man was not


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And ever

since man took his

place in the form of

flesh , the Christ has

been manifest in flesh

at first of every age."


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10


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SUCCESSBREEDSSUCCESS

- Mia Hamm, American gold medalist in Soccer

ROWING HARDER DOESNOT HELP

IF THE

BOAT IS

HEADED

IN THE

WRONGDIRECTION

- Kenichi Ohmae


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Developing Habits

A habit is defined as the intersection ofknowledge, skill, and desire.


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Developing Habits

KNOWLEDGE is understanding what to doand why do it

SKILL is knowing how to do itDESIRE is motivation or wanting to

do it.

To make habits, we need to develop

all three components!


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PERSONALITY

CHARACTER


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Seven Habits of Highly

Effective People


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HABIT 1

BE PROACTIVE


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HABIT 2

BEGIN WITH

THE END INMIND


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HABIT 3

PUT FIRST

THINGS FIRST


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HABIT 4

THINK WIN-WIN


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HABIT 5

FIRST TO

UNDERSTANDTHEN TO BE

UNDERSTOOD


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HABIT 6

SYNERGIZE


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HABIT 7

SHARPEN

THE SAW


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We are not in control, principles

control. We control our actions, but

the consequences that flow fromthese actions are controlled by

principles.

Stephen J. Covey


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A Challenge

To you, what do you mean by

CUSTOMER SERVICE?


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Do You Know Why They Leave? 1% die

.

3% move away.

5% develop other relationships.

9% leave for competitive reasons.

14% are dissatisfied with

product or service. 68% leave because of rude or

discourteous service.


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Good Customer Service

Good customer service means:

Providing a quality product or service

Satisfying the needs/wants of a customer

Resulting in a repeat customer

Good customer service results in: Continued success

Increased profits

Higher job satisfaction

Improved company or organization morale

Better teamwork

Market expansion of services/products


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Customer Service

Good customer service = Lasting relationships

Average customer service = Steady

relationships that could be lost

Poor customer service = Lost business


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Communication.

Customer Sensitivity.

Decisiveness.

Energy. Flexibility.

Follow-up.

Impact. Initiative.

Integrity.

Competencies (1 of 2)


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Competencies (2 of 2)

Job Knowledge.

Judgment.

Motivation To Serve.

Persuasiveness/Sales.

Planning.

Resilience.

Situation Analysis.

Work Standards.


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The Customer Wants You To

. . . Invite me back.

. . . Listen to me.

. . . Value me.

. . . Greet me.

. . . Help me.


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Lets Take A Look Under The Hood


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AND WHAT ABOUT YOU???

7/7/2009 Dealing and Working with Difficult People/ Abel M. 32


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Its all about ATTITUDE!

You are not going to change THEM.

You will have to work with THEM.

You are the one who can make thechange.

Make it happen!



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HOW DO WE COMMUNICATE?

????



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Communication Skills

Language proficiency

Avoid using highfalutin words, use

simple, easy to understand wordsTry to get rid of regional accent

Use synonyms to explain, to describe

somethingUse non-verbal communication in adifficult thing or situation


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Speak audibly, not too soft and not tooloud

Conduct your commentary in a relaxed,entertaining manner (they came here toenjoy, remember)


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QUICK AND

EASY VOCALWARM-UPS


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ZOUNDS!

Stretch and yawn; holdthe endingah sound; relax yourthroatand jaws

Chewthe letter No bothsidesofthe

mouthShake out yourface andlips,highandlow

Feeldifferentpartsof your mouthandnasalpassages vibrate

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Lets try these different sounds

MMMMMMMMMMMMMMZZZZZZZZZZZZZZZZZZZZZZZ

EEEEEEEEEEEEEEEEEE

NNNNNNNNNNNNNNNNNVVVVVVVVVVVVVVVVVV

ThThThThThThThThThThThThThTh...

MumMumMumMumMumMumMumMumMumMumMumMum

Mum7/7/2009 39


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Open your mouth, eyes, and face as wide as you can onthe last syllable of:

Mumula Mumula Mumula

Mumula MumulaMumula

Mumula MumulaMumula Mumula Mumula

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TOUNGUE TWISTER

This long tongue twister containsmany buzz sounds and difficult

consonant combinations. It ispossible to say all in one breath ifyou use diaphragmatic breathing

and carefully control the volume ofair expelled. Articulate every sound!

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Obviously in small bites.

How am I gonna eat this elephant?


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How We Receive Information

Speaker says 120 wpmthe listener can

absorb80wpm.

Our eyes see the equivalent of50million words per minute 10,000,000times more than we hear.

Humans use some25

0,000 facialsignals and 700,000 physical signalswhen communicating with one another.



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Communication is the key...

Be clear about what is to be done.

Be clear about who is to do it.

Two parts to the message

Speaker has an image

Listener has an image

Are they the same?



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Enough With that Already !


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SO WHAT CAN YOU DO ABOUT IT



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In times of drastic change, it is thelearners who inherit the future. Thelearned find themselves equipped to

live in a world that no longer exists. Eric Hoffer



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Performance Metrics


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What about FO NCII?

Coping up with the

Four (4)Certification ofCompetencies


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LETS HAVE

ONE

BY ONE


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1. Reception and

Inquiry and ocular


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Accommodation

Check in andcheck out


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2. Reservation

Walk-inPhoneLetter

Electronic message


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Reservation Computerized???


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3. NIGHT AUDIT


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4. Porter Service / Bell service


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Thank You!!!

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BEING A FRONTLINER1 dccp

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