TOPIC 1 DTM10203

DTM10203
CUSTOMER SERVICE
FOR TOURISM AND

HOSPITALITY

EDI RIZAL BIN KASSIM



- NEIL ARMSTRONG

TOPIC 1

COURSE LEARNING
OUTCOMES (CLO)

At the end of the topic you will be able to:

 Describe positive attitude and passion towards
tourism profession
 Describe appearance, grooming, and hygiene
practice in tourism and hospitality work environment.
Discuss on-going professional development
strategies and plans to enhance professionalism
in tourism and hospitality industry.

PROFESSIONALISM

DEFINITION:
Is the skills, good judgments, and polite behaviour
that is expected from a person who is trained to do a
job well

Merriam-Webster dictionary:
the conduct, aims, or qualities that characterize or
mark a profession or a professional person

Six Characteristics of
Professional Style

Ethical

Altruistic Responsible

Theoretical Committed Intellectual

Competence is a Given!

1. ETHICAL STYLE

 Deals honestly with others
 Maintains confidentiality regarding professional matters.
 Recognizes professional biases and bases attitude and

action upon a sound rationale.
 Believes that others recognize the stature of a professional.

 Does not misrepresent personal qualifications.
 Faces self honestly.

2. Altruistic Style

 Behaves unselfishly
 Devotes practice to the interests of others.
 Demonstrates motives for professional practice

that are NOT selfish
 Shows positive attitude toward co-workers,

children, adults, and community members.
 Shows respect for others.

True North

3. Responsible Style

Promises only what can be Thinks before reacting.
delivered.
•Foresees possible outcomes of
•Follows through on commitments. professional actions.
•Delivers on time.
•Says “no” without guilt. •Makes decisions based on
•Is accountable for own actions. possibilities.

Supports the basic tenets of the •Considers the best interest of the
profession. client.

•Develops a philosophy and sound Evaluates his/her professional
rationale for professional practice. practice.

•Confronts discrepancies between
intentions and actions.

•Assesses own contribution
realistically.

Six Characteristics of
Professional Style

Ethical

Altruistic Responsible

Theoretical Committed Intellectual

Competence is a Given!

4. Theoretical Style

 Practices critical thinking.
 Contributes to knowledge base.
 Shows appreciation for

scholarship, research and theory.

 Presents the theoretical foundation of ideas

and actions.

 Evaluates own professional practice in light

of new conditions and knowledge.

5. Committed Style

 Spends time beyond the call of duty.
 Belongs to and takes an active part in

professional organizations.

 Identifies with the profession both when it is

praised and criticized.

 Articulates the profession’s

philosophy and practice
to the public.

Intellectual Style

 relating to the intellect.
 showing intellect or mental capacity, especially to a high

degree: an intellectual person
 intellectual skills such as reasoning, problem solving, and

creative thinking



Attitude

Is a mental position relative to a way of
thinking or being.

If you think you can, you are right!
If you think you can’t, you are
right again.



Coincident or not?

POSITIVE ATTITUDE

Attitude is everything! That’s a
fact.

The attitudes that you carry with you
create the experiences, the situations,

and the circumstances of your life.

Definition of positive
attitude

The positive character react and interact with his / her
surrounding with manner and goodness

A state of positive mind or feeling disposition that yield a
good result

A positive way of saying and doing in our life which
involves physical, emotional, expression, communication
and mental.

Is a result of a positive belief system founded on positive
values.

The benefits of a positive
attitude:

Success achieved faster and more easily.
More happiness.
More energy.

Greater inner power and strength.
The ability to inspire and motivate yourself and others.

Fewer difficulties encountered along the way.
The ability to surmount any difficulty.
Life smiles at you
People respect you.

How positive attitude benefits

company? Community?
Industry?

Company

 Make life more easier
 Can treat problem as a challenge
 Will treat failure as a lesson in life
 Easily motivated to achieve the goal
 Stress free
 Healthier mind
 Improve interpersonal relations
 Gain respect from others
 Work in happy peers
 Job security

community

 The place around us will be progressive or develop
 Create a community that is less unemployment
 Family income will be increased
 Improve community skills
 Decrease crimes rates
 Makes the community more harmonies and peaceful

Industry

 To increase & improve productivity
 Many investor will invest in the industry
 Good relation among competitors
 Increase return customer
 Attract more tourist
 Increase customer satisfaction



Next………..

IMPACTS OF FIRST
IMPRESSION ON

CUSTOMERS



In the first forty-five seconds of meeting you for
the first time, people will make up to eleven
assumptions about you including your level of
expertise, success, education and knowledge.
Most people start making these assumptions
before you complete a single word.
Your attire, appearance, posture, and facial
expressions will affect these judgments.

What we can do?

Do not smoke in your place of business.
Pay attention to your customer.
Avoid clothing that is worn or outdated.
Maintain good personal grooming habits.
Limit your use of fragrances and colognes.
Never chew gum!
Be aware of your body language and facial expressions
Make great eye contact
Develop a powerful handshake
Be aware of your tone of voice

Importance of first
impression

Professionalism
The importance of projecting an image of professionalism in those first
moments cannot be overstated. How you come across in the first five
minutes or less will set the tone for much of your future interaction.
Making Connections
Not every business relationship will be formed in a conference room,
however. Today many business connections are taking place over the phone
and via the Internet. More virtual connections can mean that you have even
less time to make that all-important first impression.
Identifying Potential Customers
In order to expand your customer/client base you will need to identify your
potential customers and reach out to them. There are tools for determining
who your most likely customers will be and who would benefit most from
your services.

Importance Of Grooming,
Appearance & Personal Hygiene

APPEARANCE:
Wear appropriate dress:
What you wear says a lot about you & the
organizations that employs you.
Appropriate dress does not mean wearing the
smartest clothes that money can buy
Personal hygiene
Adopt positive attitude

What is Personal Hygiene?

Hair

• Brushing your hair cleans and stimulates hair and
scalp.

• Brush from roots to tips to spread natural oils
along the whole length of hair.

• Shampoo regularly

Hair

How do I choose a
shampoo?
Is my hair Oily, or is
my hair Dry?
Do I need
conditioner?
What will stop the
DANDRUFF???

Dandruff

What is it? What causes it?
Dry itchy scalp
Skin cells that grow and
White flakes on head die off too fast
and shoulders
Fat eating fungus on
scalp that grow out of
control and feeds off
the oil on the hair
follicles

Ears

Wash ears daily with a
wash cloth don’t forget
behind the ears

Do not use Qtips in ears it
will smash the ear wax
deep into the ear canal

Did you know…..??

Ear wax is usually removed
when you chew food or
gum

Body Odor

What causes body odor? Treatments…

sweat and bacteria mixed The use antiperspirants
together decreases sweat and cover
odor with a manly smell
Poor hygiene
Daily baths or showers using
Poor diets or some foods such soap and scrubbing the entire
as onions and garlic body with a washcloth

Change clothing daily

Maintain a healthy diet

Body Odor

So many choices…
What would be
best for me…???

Fingernails and Toenails

File fingernails in one
direction

Cut toenails straight
across – never cut into
corners

Protect against ingrown
toenails by avoiding
tight shoes, very high
heels

Athletes Foot

Tinea Corpois –
Fungal Infection –
Athletes Foot
Keep feet and skin clean and dry
Change socks daily
Avoid walking barefoot in public
areas
Throw away worn-out shoes and
never borrow other people’s shoes

Make Hygiene part of your daily routine





PERSONAL
DEVELOPMENT

STRATEGIES

PERSONAL
DEVELOPMENT

is a process of individual self-development and
the development of others. At the level of the
individual, personal development includes goals,
plans or actions oriented towards one or more of
the following aims:

Improving self-awareness
Improving self-knowledge
Building or renewing identity
Developing strengths or talents
Identifying or improving potential
Building employability or human capital
Enhancing lifestyle or the quality of life
Fulfilling aspirations
Defining and executing personal development plans

Strategy One: Keep Your Balance.

This strategy will remind you how important a
balanced life really is.

Keeping your life in balance provides you the ability
to see a world full of possibilities for yourself.

But, when you are knocked off balance, it's your
personal responsibility, your choice, to get back on
track or not.

Strategy Two: Change Your Point of
View.

The way you look at your life is called your Point of
View. You tend to look at life through a prescribed set
of lens you acquired at a very age, which may keep
you from experiencing the world in the way it actually
exists.
A Common Point of View is characterized by logical
and rational interpretations. The challenge is to shift
to an Uncommon Point of View. This will allow you to
step back and ask if what you are experiencing is
effective and working for you in your life.