Active Listening
Learn to listen to words, tone and body language, and use the four steps Listen, Ask, Confirm, Act to get every guest request right.
Communication Skills
Professional Deportment in Hotels
Learn how appearance, standing, walking, eye contact, distance and body language create a confident, welcoming presence that guests notice before you speak.
Overview
Guests form their first impression of a hotel in seconds, and much of it comes from the colleagues they see. This course, built from the Dyafa Hotels & Resorts training deck, shows how your professional presence speaks before you say a word.
You will learn what professional deportment means, why it raises the value of the guest experience, how to stand and walk with confidence, how to manage eye contact, distance and body language in face-to-face service, and the five things every guest expects before they ask.
Source training material
Dyafa Hotels & Resorts
What you will be able to do
- Explain professional deportment through appearance, movement, body language and attention
- Stand in a confident, relaxed posture that shows readiness to serve
- Walk through guest areas calmly, confidently and with awareness
- Use balanced eye contact, a comfortable distance and open body language with guests
- Meet the five guest expectations: full attention, presence, alertness, respect and readiness
Requirements
No prior training is needed; the course suits every colleague who works where guests can see them.
Curriculum
Presence Before Words
2 lessons · 10 min
- video What Professional Deportment Means Preview 5 min
- text Why Deportment Raises the Guest Experience 5 min
Standing and Walking
1 lessons · 6 min
- text Confident Standing and Professional Walking 6 min
Face-to-Face Presence
1 lessons · 7 min
- text Eye Contact, Body Language and What Guests Expect 7 min
Frequently asked questions
Who is this course for?
Every colleague who can be seen by guests, from reception and concierge to restaurant, housekeeping, security and engineering teams.
What is professional deportment?
It is the way we appear in front of guests, made up of four elements: appearance, movement, body language and attention.
What is the right distance when speaking with a guest?
The deck gives a usual comfortable distance of one to one and a half metres, while facing the guest fully and never turning your back.
Related courses
Adapting Communication Style
Learn to observe each guest, adapt language, pace, volume, tone and detail, and keep the message accurate and respectful.
Communicating Across Language Barriers
Learn to serve guests who do not share your language: stay patient, simplify, point and show, use approved translation and always confirm understanding.
This course inside a full programme
Most teams take this as part of a department programme that ends in one verifiable certificate.