Course description

Every guest interaction uses three channels at once: the words we say, the tone we say them in, and what our face and body show. This course, based on the Dyafa Hotels & Resorts training deck, shows why professional service needs all three to agree.

You will work through the face, the hands and arms, and the stance and movement, learning the professional signals to use and the habits to avoid. Finally you will see how guests may interpret negative signals and how to replace each habit with a professional choice.

What will i learn?

• Explain how words, tone of voice and body language combine in every interaction
• Recognise when your signals contradict your words and correct them
• Use professional head, face, hand and arm signals with guests
• Stand, move and face the guest in a way that shows readiness to help
• Replace common negative habits with professional alternatives

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