August 7, 2008

Building a Professional Presence

Filed under: Uncategorized — cutevina @ 7:25 pm


If being judgmental is a crime to be convicted of, then every single human, poor or rich, young or old, fat or slim, is truly guilty, without question. Every breathing homosapien has committed this act at his/her ease, with cruel words or simply scrunched up eye brows raised at some unknown person walking on by just because there’s something they think is wrong or not of the norm. Even subconsciously, we are all guilty of judging people from their appearances. The first impression others leave one with is a mould that’s fixed and arguably the most important and hardest image to change. These biased opinions are usually made from the scrutiny of their clothing and cues we take from their mannerisms and physical attributes.

For the adult male, the stereotypical appearance is that of a slick, polished, contemporary businessman with impeccable dress sense; not a hair out of place and the tie not a single degree tilted. For women, jacket’s pockets remain shut like a provoked clam; any pleat or dart as well as lapels must lie flat, blouse’s buttons must remain closed with at least one inch of fabric on each side of the bust line, skirt should be loose enough for two fingers to be inserted in waistband, get that comfortable fit shoe that is not too high and not too flat, small to medium ear rings, simple styles, hair color natural or highlighted tastefully, tied into a bun, is recommended. Any hair fizzes or creases recognized by a person would result in negative criticism and a downbeat memory of that person will be etched in the evaluator’s mind.

One can exude self-confidence and satisfaction with his job by dressing the part and the way one dresses for any given situation must be thought through carefully. I have also learnt how to dress for certain special occasions such as for the different types of casual events and black tie events. I also learnt what to wear when the dress code is stated. Such as Smart Casual, Business Casual, Dressy Casual, Casual, Cocktail attire, Formal, Black Tie, and Black Tie optional. The difference between a cocktail party and cock tail reception is also brought to my attention. Self image portrayal is never to be neglected, for you would never know who you would meet at the right turn you make on the next street. With that in mind, dressing for the right event is even of greater priority.

In my opinion, this is an important chapter as it provides guidelines on how to dress for selected occasions. The first impression we make with the way we dress cannot be altered easily. No longer shall we commit a faux pas from under or overdressing at an event, which can garner unnecessary attention and invoking cynical views. This subject helps to train us by making us wear professionally for every tutorial and this consists of 15% of the whole subject grade. This helps prepare us in the working industry in the future.

I could best apply this knowledge learnt to clothe myself ideally and appropriately for the institution enrolling interviews and especially the future career interviews. By dressing right, half the purpose would already be accomplished and the good impression is branded in their psyches. Nonetheless, in the future when an invitation of some events comes along, I would know how to dress to the occasion. If I were to dress smartly work in the front desk as a receptionist, customers would develop a good impression and hence, of the company. Should I want to convey a new ideas to whomever, if I am well-dressed, it will boost my self-esteem and I would naturally exude an air of confidence to those around with, thus enabling to sound more convincing than before. That way, I am more articulate and amicable and better equipped to handle social situations.

Look at Apple’s Ipod, a classic product with the right image will fare well in the market with the correct design appeal and target audience projection; still continue to soar in the market charts with its sleek design and colors which is simple and elegant and compatible with many colors. A person with the right self-image portrayal will no doubt have an advantage over the others.

Such knowledge is greatly relevant to everyone, regardless of career or age and it is especially relevant to me because I am in the hospitality industry. By dressing well, the customer would be able to better entrust me with his/her needs for me to see to. For instance, if I were to work in the hotel, customers would need a reference to determine the level of service. In this case, the way I present myself is especially important because of the positive attitude I portray in dressing up well.

On the possible improvements that can be made, I think that more pictures or videos should be included, to show more kinds of examples for different occasion. There should be a rating scale out of 5 for different events, depicting how formal each event is, giving the students a clearer idea too.

I have learnt that body art and piercing is a sign of individualism.If I am employed, how I express myself will be part of the company’s image; hence if I am thinking of getting to the hospitality industry, I should seriously ponder over any decisions regarding expressions of individualism.

I have also learnt all about skin, such as it is the largest organ, and is the most visible part of the body hence it must be properly taken care of. It has also brought to my attention that the anatomy of skin consists of three layers: epidermis, dermis as well as subcutis. Skin ageing is caused by 10% genetic and 90% sun-damage and there are 4 types of skin type namely dry skin, combination skin, normal skin, and oily skin.

I have learnt more about the function for each kind of facial product such as cleansing, toning, moisturizing, exfoliating, masking, and steaming. I was taught the taboos I must never infringe upon if wish to stay youthful. I have also learnt about facts and myths that I have not heard of or mistaken for.

I am able to know which kind of skin type I belong to which is the combination skin (oiliness in the T-zone and dryness of cheek). Something new I now know about my skin is that the food I consume does not truly affect my skin. It has also suddenly dawn upon me that skin is another important factor in building a professional presence as I often neglected my skin and allowed it to be the way it is until I studied this chapter. It helped to change the wrong concepts I have had regarding some myths such as by drinking more water, my skin will not dried out, by eating chocolate, I will have acne, and by eating oily and fried food, my skin will be oily. All these are not true.

I have applied the learning outcome to daily life regime which is to clean my skin according to my skin type. I also tried to stay away from the sun to prevent premature skin ageing. I also applied what I learned by purchasing the right facial product for my skin type. I have learnt the correct procedure to take care of my skin. I will avoid smoking, both active and passive, excessive alcohol and caffeine intake, stress and insufficient sleep in order to prevent from ageing faster as much as I can.

I have learnt on how to make introductions toom, such as what to say, how to say and issues of statuses. I should mention the name of the person of authority or importance first, rise if I am sitting down, establish constant eye contact, starting from the most important to the least, and never introduce myself with title such as ‘Mr’, or ‘Dr’. Simple but essential tips on how to do a professional handshake, one that is ‘web-to-web’, lasts for 3-4 seconds, and establish eye contact to show my sincerity, and how to handle problematic handshakes were also taught. Also I have come to know how to handle business card with flair which is when and how to present my business card, how to receive it and what do I do when I receive it. I have learnt about the topics I can chatter on about and avoid when engaging in small talks. And I must be aware of things such as bad breath. I have also learnt that body language speaks for us hence, I need to remember to behave even after knocking off. I have understood telephone and email etiquette too, which is important because the only way people can know about your service, mood and everything and through your intonation, pronunciation and pitch. Lastly, the workshop allowed me to understand the lesson more by giving me 20 MCQ questions. These knowledge are what I call life skills and are the unknown pre-requisites which are needed in all companies especially in the hospitality industry when we have reservations, meetings, and promotions.

How to make a proper introduction is important because a good beginning makes a good ending. I can apply the topic on ‘Making introduction’ even now when I am introduced to new friends. I should practice more small talks with people I met and make more friends. If I am going overseas, I must check up on their handshake culture because countries such as France do not favor firm handshakes. How I manage the business card is important because we might disrespect them if we wrote things on the name card. Small talk is inevitable such as when I am waiting for the lift with the VIP. 

I have boosted my confidence level and gained a better outlook of myself as I now can take great care of my skin. I diligently practice meeting and greeting situations so as to get ready for the future. They will be imperative for to business in the future and would mean the difference between a securing and breaking a deal. I am also now able to allow the people to feel comfortable during small talks and not suffocate them with awkward questions. 

I have to take good care of my skin as it is a direct reflection of my personality. In the business industry I will have the opportunity to meet with lots of people and a good introduction leaves a good impression. A handshake is indispensible for a lot of occasions such as meeting or sending guests off and hence, we need to learn how to do a professional hand shake. Every company has its own unique business cards and these get exchanged when people from different companies get acquainted. Knowing how to handle business cards would once again leave a good impression with the guests.

This workshop can be better if it teaches us the correct way to wash our face, the pros and cons for each brand of facial product, as well as a role play for it.

‘Building a Professional Presence’ is my FAVOURITE workshop as it covers the initial stage of business person which is about dressing well, skin care, business, social etiquette. This is also the most fundamental topic. With such issue covered, we can then move on to topics such as International Business Etiquette and Corporate Politics in Perspectives. An example would be that I have to present myself well by able to dress well before I can get employed, after that then would be send overseas for business which would then using the social etiquette that I have learnt. There is no way I will be send oversea for business if I did not get employed.

By dressing professionally weekly, it has trained my posture regardless if I am sitting or standing and I felt comfortable wearing it unlike last year, when it was my first time wearing business wear resulting in feeling of awkwardness. It was a rich and rewarding experience too as it was our first tutorial hence there is a grooming check, from there, I really learnt a lot as I get to know my mistake about my dressing and this helped me a lot in the future in the working industry.
I also strongly believe that this topic applies to almost everyone in the population regardless if I am a business person or not, hence I would suggest that this topic is taught to everyone in Temasek Polytechnic so that they would know about the basics of business wear.

This topic is also link with all other topics covered such as: 

In Customers Perception, I have learnt that this is very important. If I were to dressed smartly for the occasion or that my body language displays positive enthusiasm, the customer will have a positive perception of me. The service they perceive that I will provide to them will be good too as service is something that is intangible, hence they need something tangible such as my dressing to know about the service provided so as to ensure their satisfaction. It is also link with the Shiseido workshop too as ladies need make-up in their business wear, or else it would be incomplete, and I have also learnt about skin during the workshop which is the same as what I have learnt in this workshop. There are products for us to try out too which I personally do not like it because it has a minor pimple eruption after a small trial on my skin. Nevertheless, now I know I have to beware of my skin reaction to a new product because of its sensitivity.

In International Business Etiquette. If I am going for business trip, it is essential to dress well and how I go about from introduction to closing of the deal were taught in this topic. Before the trip, how I go about making an appointment with them with telephone and email etiquette were also taught.
In Corporate Politics in Perspectives. Someone who is well-liked and respected by everyone is someone who is always well-presented and this is taught in this topic which is about dressing.

In Building a Service Culture. It is link with email etiquette as some of the company does not reply to customer’s email. This can be link with telephone etiquette too as customer might call and ask about the company I am working for.

In The Art of Corporate Entertainment. I should know how to ask for an invitation and this is link with telephone etiquette. By able to dress to suit the business meal is also something I would have known as I have learnt about it in this chapter. I believe that even the waiter has their dress code to follow. Handshakes are also commonly used in business meal. This topic taught us about small talks too, which can be used to entertain our guest.


Customers’ Perception

Filed under: Uncategorized — cutevina @ 7:25 pm

I have learnt that a customer’s perception of the company is the largest contributor to customer satisfaction. This is wildly variable as individual customers have their own unique take on things. I have also learnt that I should always think of a customer’s needs and wants, put myself in their shoes. It is also imperative that I understand and accept the customer’s view.

There are also many elements that contribute to a customer’s perception, such as previous or first impressions, recommendations, décor, ambience, advertising and promotion, product design, in-store experience, product innovation, pricing policies, and consistency in quality and delivery. I have also learnt that customer satisfaction is very important as it is something a company relies on to stay in a business.

Satisfying the customer is an ultimate goal, an investment, and everyone must be involved in it. We should encourage complaints too as they highlight areas for improvement. Also, identify procedures that need to be revised and identify staffs that need training or further supervision, monitoring service levels and consistency of service. Prevent complacency. Help to focus on priorities. Be a trigger for action. Help to keep in touch with trends and expectation, and provide new business opportunities. The greatest asset to a company is its customers; without them, the company will fail.


This topic is important because as customer myself, I have different perceptions on different days depending on my mood, stress level, time of the day. In the past, as a customer, the way I formed my customer perception is very limited, but after learning all the elements of customer perception, I will look at different areas to form my perception of the place. I firmly believe that no one is too small or insignificant and we must go beyond our means to satisfy the customer. In the past I always thought that people who complaint is just stirring up trouble, but after taking this workshop, I realized that they are mostly overwhelmingly loyal to the company and sincere with their suggestions. They complain because they care about your business and about the service they receive. They want to continue to support your business and they hope for you to set things right.


When I am working in the days ahead, I should always try to look at things from a customer’s view so as to understand their needs. If I were to rise up to a management rank, I would make sure that added elements that affect most customers’ perception would be positive and not negative. Also, even if I were given a lowly position, I must do my best in my job as everyone is involved in customer satisfaction. In the future, if I am a boss, I will always seek to make sure that my reputation is not tarnished due to the lack of quality service, as companies growing reputations for quality service have significantly higher customer retention rates, profit greatly from good word-of mouth, gain significant market share against those companies that are perceived as poor service providers, better attracts and retains talented staff, and have a better rate of return investment and sales compared to companies perceived as inferior.


I believe that a good service provider must be a good customer first. Hence I will complain if there is satisfaction trap to alert them to my unsatisfied needs and negative perception.


This workshop is highly relevant to me too as I will be in the hospitality industry in the future, and if there is any complaint from them I will have to do service recovery as that is the opportunity to improve the customer perception. This will enable my customer to feel contented and they will perceive our company as responsible and cares for them, so they will stay loyal.


I went to Hardrock Café for my individual field trip assignment. It was a great experience as it was my first time there, especially with my year 2 classmates. Besides enjoying, I did not forget about observing the service process. I did my best to capture every excruciating detail, even their facial expressions. One thing many other restaurants fail to, but Hardrock managed is the inculcating the value of service in waiters is the refilling of the ice-water, a simple and seemingly worthless errant, but the satisfaction of a customer is dependent on such small stuff too. There is live music too, much to my delight. Overall, it was a great experience and good service on the staff’s part. It is beneficial to do such an assignment as it is more practical than listening in class. It helps me in my understanding of professional service and of course a customer’s perception. In addition, by relying on my experience as a customer and analyzing the processes involved in customer satisfaction, I can provide better service when I become a service provider.

I have also learnt about the seven deadly statements. If I provide poor customer service, I will always remember that I should not find an excuse for myself; I will instead find out what is wrong and improve on it. Especially now in my age, I will only work as a part-timer and one of the deadly statements is ‘I only work here part time’. I will remember that I will never use that as an excuse. Just like the old saying, ‘Customer’s always right’, they may be unreasonable, but it is my responsibility to listen to them, and to serve them to the best of my ability, not to have any compliments or rewards, because I choose to be in the service industry, thus have to go the extra mile. Which job doesn’t has its hardship? How hard is it to listen to someone complain and try to make it better for them?

However, I felt that it was a waste as we did not do the role-play for this workshop due to time constraints. This workshop can be better too if the individual field trip assignment is included as a project assessment.

International Business Etiquette

Filed under: Uncategorized — cutevina @ 7:24 pm

As the world is getting more connected, I believe it will be common for people to be travelling to various countries around the region to work in future. This topic hence prepares me for the future challenges, which can be easily countered with more effort on my part. During the lecture, I have learnt about how to go about doing business in New Delhi, India. I have also learnt about this country in another subject called “Geography of Travel and Tourism” but it is not as detailed as what I have learnt in this lecture. I have learnt about the background such as New Delhi has a population of about 12 million people. I now also know about the transportation too such as if I find a reliable taxi driver, keep him for a full day so that I will not get cheated, and local train prices are amongst the lowest in major cities around Asia so it helps me to keep my budget low and the employer will be happy about it. For accommodation, hotels are often fully booked so I should always confirm room bookings way in advance so as to prevent the problem of lodging.  For shopping, most shops are open from 10am-7pm. This information is important as I might want to shop after my businesses which turned out to be 8pm, but found out shops are closed resulting in great resentment, this will be prevented now.

For business etiquette, India is a highly competitive environment with capable people and their approach is more of the “Heart” unlike the American which is more of the “Mind”. Hence with such information, I would be expected to have a long time with them before I can earn money from them as they value more on relationship. For corporate dining etiquette, several dishes are shared at the table and only right hand is used. Hence with such information, I would know that by using left hand to eat, I will offend them.

In the workshop, I have learnt the business culture of 5 other countries, namely, Japan, France, Mexico, Germany, and USA in one day presented by my classmates. I learnt about their background (Population, language, currency, culture, and capital), transportation (Short ride within the city, peak hours, flights, and airport transfer), Accommodation (Room rate, and tax), shopping (Tax, and operating hours), business etiquette, corporate dining etiquette, and personal security. I learnt about handling questions, public speaking, and how to create a PowerPoint slide as this is our first presentation this semester.

This workshop is important when I am in the working world, I must present my research or product to my client. This workshop helps me a lot too as I might have to travel oversea to meet my client. From this workshop, I know that it is necessary to do a basic research about the country’s practices and what to look out for and what I have to research on. It has allowed me to better adapt the local culture. It is a must for me to know too as I wish to be air steward in the future. Knowing their culture and customs will help be to communicate with them better. Lastly, I would hope to influence those around me to be open-minded and to be more willing to understand and tolerate different practices of each country and culture.

We should not assume things and must always do our research. I cannot assume that the French can speak English. People appreciate us for learning their language and culture, like when I am meeting their Japanese; I should not shake their hand, but should bow at 90 degree.

This workshop can be better if our tutor can tell us individually what our mistake is after we have presented.

Corporate Politics in Perspective

Filed under: Uncategorized — cutevina @ 7:24 pm

I always thought that if you are good to someone, they return the niceties but after attending this workshop, I realized that we cannot remain ignorant of the world. The world is fraught with competitive work environments, subjective performance standards, and unclear job definitions, win-lose organisational philosophy, people craving for power, Machiavellian tendencies of people, belief in external forces, hunger for acceptance, self-interest. We did a test on ‘How political are you?’ and I received a 3; meaning I am still unaware of the dangers of the business world. Hence I must learn to protect myself for the future, when I am going to work and even when expanding my social circle. I have learnt that firstly, I must recognise the power player in the organisation; the higher the position the person is, the more he/she is powerful. We must check if he/she will consult his/her team member for opinion who holds more authority. If the person has been promoted rapidly, he/she is a more powerful person. A person who is widely liked has a better chance of remaining powerful than one who is universally disliked. A powerful person has meals with people from all various avenues and people from different departments. With some examples above, I have learnt how to recognise a person’s power. I always thought that only position determines how powerful the person is.

Next, I have learnt that I will need to size up my boss. I will need to ask myself some questions before I can do things such as, ‘What mission is my boss trying to accomplish?’ (Help him to accomplish the most important task facing the company). ‘What practices of his subordinates usually irritate my boss?’ (Avoid doing that) ‘Does my boss accept compliments graciously?’ (Some boss love to receive compliments while some might not). ‘Who are your boss’s enemies?’ (Never befriend them) ‘What is the most vexing problem facing my boss?’(Try to find solution for it) ‘What does my boss regard as good performance?’(Focus on it once I found an answer to it) ‘What form of office politics does my boss practice?’ ‘Does my boss welcome conferring with subordinates?’ ‘What are the important personal facts about my boss?’ (Remember his/her birth date, favourite food, and hobbies) ‘What are my boss’s mood cycles?’ This segment is important, to me, in the future so that I can size up my boss. He/ she might be impressed by me and hence promote me.

Next what I have learnt is that I need to make my boss my ally. The way to do so is to cover your boss’s bloopers, respect your boss, help your boss to succeed and avoid upstaging him, share your accomplishments with your boss, take criticism cheerfully, and maintain frequent contact with your boss. In future, if I have done anything wrong, the boss is here to lend his support. Even now, in school, our boss would be the principal and I can apply the principles on him

Then, we gain our support from the powers-that-be by shining at meetings, appearing cool under pressure, talk confidently, show an interest in your firm and its product, display business manner and etiquette, get your hands dirty before the right audience (setting up  the AV equipment). This can be useful in the future when I first start out working to make a good impression.

I would also be able to gain support from co-workers too by being a team player, share credit and information, use appropriate compliments on things they closely identify with, avoid being despised and hated. I can apply this even now as I am the secretary of Temasek Polytechnic’s Dance Ensemble. I will try to gain support from the other main committee members especially the president so my work in the future will be more efficient. And next, I will gather my support from the sub-committee members and the dancers by soliciting their opinions before taking action, giving them recognition, listen to people’s problems and suggestions, be courteous and maintain old ties. “Never burn your bridges” says my new working perspective.

When I am faced with unfair political tactics, I should defend myself by confronting people with their political games, circulating my ideas, confront by-passers, and counteract any gossip-mongers. This happens even now when we are doing projects for school work, school events or dance. After attending this workshop, I have learnt how to deal with it, and will fight for my rights. This is so to ensure that no gossips taint my reputation and to remain an amiable friend. After this workshop I know that the right use of office politics would help to boost career and to smoothen the career path.

Building a Service Culture

Filed under: Uncategorized — cutevina @ 7:20 pm

I have chosen Fullerton Hotel for my pre-workshop assignment. It was a bad choice as my tutor knows about the hotel very well, and I have made a few mistakes in the power point slides. Mei Bin did the same hotel as I did and she has done a good job. I realized that mission and vision is very important as it can tell us what the business is all about, the service provider, who the customers are, what they want and how it will grow. It also ensures the success for the business.

I like Sylvia’s presentation on the Ritz Carlton Hotel and the mission is ‘Ladies and Gentlemen serving Ladies and Gentlemen’. They not only value their customers but their service providers too.

It is a pity I did not email them to check out their response as it tells us how much they actually value their customers. Some of my classmate did not get any reply from them even though the company’s website states that they will reply by three working days. Unlike some of the companies such as Fullerton Hotel, they replied within 3 hours with a satisfactory answer to the question posted. It shows goes to show how efficient they are. In future, if I need to reply emails or any questions, I will reply as soon as possible as the reply shows a lot about me and the company I work for. It can be better if the company chosen is related to hospitality and tourism so we will know more about our field.

I have also learnt that culture is not simple- ‘Culture is something either positive or negative to us’. It is in fact the customs, beliefs, art, music and all other products of human thought made by a particular group of people, at a particular time.

Belief = Mission statement/Business Philosophy.

Customs = Processes in action and Operational aspects of running a business unique to that organisation.

Art, music, literature etc. = Products of the organisation, may be systems and processes as well.

People=– Leaders, Line Managers, Front-liners. 

We did a case study on Land’s End, Inc. It is a good role model that many companies can follow. I have learnt that it is actually important to know the core business so as to identify with the customers. By identify with my customers, I am able to know what are their needs and wants are. How Land’s End, Inc. give the customer what he/she wants is with staff who have great product knowledge, keeping information about the customer, no limit on what an employee can offer a customer and little details are seen to – e.g. parts replacement, lost mitten club, hemming and cuffing. I can learn all this too as to increase the satisfaction of my customer, increase the sales, and reduce the complaints. How I go about knowing what customers want involves 4 P’s which includes People (Quality of interaction with those providing the service), product (Quality of goods purchased), presentation (Impression created by the augmented product), process (The efficiency and “customer friendliness” of systems and procedures) and the Moments of Truths.

It is important to identify the type of customer, which includes internal and external customers. For internal customers, it is best to have quality training and development. For external customers, I will shape the customer experience and establish their loyalty to us.

If I am in a higher position, I would be a leader rather than a manger as I have learnt that there is a great distinction between them. I will focus on the future, work on energy of staff, challenge and seek new goals, encourage staffs to take initiatives and do the right thing. Even now as main committee member in dance, I would be a leader so as to get things done and at the same time, become well-liked by the rest of the dancers.

What could have been better is to shorten the case study and use simple English for the benefit of students who might otherwise find it hard to comprehend.

I have also learnt that there are 4 steps to customer satisfaction. Firstly would be feedback, as we think and assume we know what the customer is thinking, but it may not be the same. Satisfaction relies on feedback, not on our assumption. In addition, by having feedback, the customers would know that we care about them and wish to improve in order to serve them better. Even now, I have organized an orientation camp this year, I asked all of them to do a feedback form to know what can be better and what is good or bad. Secondly would be behaviour. I should take things professionally, not personally, and I should keep the spotlight on the issue. This is important as I might be biased and I might not gain any respect from anyone else if I were partial. Thirdly would be reinforcement. I have learnt that the customer is not always right but the customer is the customer, and I should solve problems without blaming them, myself or my co-worker. This shows that I am responsible and I give what the customers wants, hence gain customer satisfaction. Fourthly would be satisfaction and success, Customer satisfaction means success because I get better quality, create lasting impressions, empower people/staff and provide a better service. In conclusion, I must achieve customer satisfaction.

The Art of Corporate Entertainment

Filed under: Uncategorized — cutevina @ 7:20 pm

Firstly I have learnt that a business meal is not simply just a meal. The focus is not on the food but the business. Hence in future, when I go for business meals, I would focus more on the business than the food. I would only invite my client for business meal when I need to know my client better, and prospecting a new customer. Keep a present client happy, interview prospective employees, reward my employees if I am the boss, and provide an opportunity for an in-depth discussion away from office distractions. This is important as I might be invited or inviting people for a business meal as an employee or employer.

I have also learnt how I go about organising a business meal. Firstly would be the selection of restaurants, it shows how sincere you are in the business meal: a bad meal can affect the mood of the people you are inviting. I should not try a new restaurant because I do not know about the food and service there, I should stick to something safe which is something you have tried and it was good. I should stay away from places that emphasize fast service as their motto as it could compromise quality. I should go to a restaurant that you I am a regular of and I must consider the convenience for my guest in terms of location and dietary requirements.

I have also learnt about the invitation, which is important as it shows how important this meal means to me and how sincere I am. As a guest, I should not abuse this invitation too. When making reservations I should also know the precise number of people attending, so I know how to act if he/she is asking anyone else along. I have learnt about how to meet with people and the seating arrangement to be observed.

I have also learnt about the invitation, which is important as it shows how important this meal means to me and how sincere I am. As a guest, I should not abuse this invitation too. When making reservations I should also know the precise number of people attending, so I know how to act if he/she is asking anyone else along. I have learnt about how to meet with people and the seating arrangement to be observed.


I also learnt how to address the waiter, this is important as I might offend the waiter and it shows what kind of person I am. It’s simple: How can I expect great service on his part with bad attitude from me? Besides that, I have also learnt about drinks such as aperitifs and alcoholic drinks. In addition, I have learnt proper etiquette such as letting my guest order first, and learning how to deal with situations such as what if the guest is late.


I have also learnt how to handle utensils, and the common practice which is important as any fine dining requires proper etiquette. Also, I now know how to foot the bill and leave a tip. Lastly I have learnt that my meal should be an enjoyable experience and applying the appropriate business etiquette should not interfere with that experience. With practice, I can make the actual process more automatic and less intimidating, so I can concentrate on my conversation and the food.

Some food to avoid would be whole lobsters as if it is ordered, more time is spent on the food instead of the discussion. Food such as laksa or pasta would be messy, and it would be unsightly if the gravy stains one’s clothes.


It is better if this chapter is combined with Service Skills Methodology (SSM), which enables me to learn and get hands-on experience as well. In addition, it can be better if they have taught us on how to entertain our guest during a meal.

Besides all the dining etiquette, I have also learnt about social etiquette such as greeting, handshakes, introducing people, name cards, which I had learnt in previous chapter. I have also learnt about general etiquette such as opening doors, car etiquette, escalators and stairs, walking, bus, ‘Thank You’ etiquette, everyday etiquette, toilet etiquette, hand phone etiquette, umbrella etiquette, public place, gift etiquette. All these daily routines, but it is quite surprising that even simple things such as umbrella has its etiquette too and I am happy to be able to learn about it as it improves my mannerisms.


For the workshop, we are required to go to a fine dining restaurant to observe their service there. I am in the position of the guest. I have learnt that service begins when I stepped into Toptable till I left there. I should always address the waiter by their name to show respect to them. Even though we pay and they are paid, they are not our slaves, nor are we not their master. The plain but often ignored concept of gratitude is now brought to my attention and I know that I must be thankful to be happy. Everything in the restaurant affect my satisfaction including noise level emitted from neighbouring seated customers and I especially will be satisfied when the service provider showed me the value of ‘Empathy’ which is putting themselves in the shoe of a customers and think from the view of a customers. From there, they can take notice of very small details of each guest, which can then benefit both the service provider and the guests. From this workshop, I have learnt how to host a lunch too.

Delighting Your Customers

Filed under: Uncategorized — cutevina @ 7:19 pm


I have learnt that the key to excellence is “Extraordinary Service”. Customers would look out for the extra mile we do for them. Just as when we are a customer, we would be looking at the extra things that the service provider has done for us to give us the sense of satisfaction.

I have also learnt that organization should adapt leadership excellence, management, service, loyalty which contributes greatly to customer’s satisfaction.


I have also learnt about the ‘Chain of Excellence’ which consists of Leadership Excellence (Leadership), Cast Excellence (People Management), Guest Satisfaction (Quality Service), and Financial Results (Loyalty).


For Leadership Excellence, I have learnt that others judge us based on our behaviors, hence we should not think about how we think but think how our behavior will impact on the people around us as well as how they will perceive us.


For Cast Excellence, I have learnt that successful corporate culture is by design, well-defined, clear to all, and goal oriented. Hence next time, if I want to check about the corporate culture, I would see if it has the four factors mentioned. In addition, I can promote culture by training my staff in the future when I am the boss. SERVICE is very important as it stands for


  Eye Contact

  Respect and welcome

  Value the Magic

  Initiate Guest Contact

  Create Service Solutions

  End with a “Thank you”


Hence, in the future, if I need to evaluate any service provided to me, I can use this to check if the service is good or bad. And I have learnt that providing a service is not as simple as we thought.


For guest satisfaction, I have learnt that there are just three simple steps to customer’s service which is,

Step 1: Smile

Step 2: Know Their Name

Step 3: Give them a “Wow.”


This workshop can be better if there are more content in it as the point form are too simplify that we cannot understand. The case study is not effective too as it is quite redundant for me.

In lecture 11, I have also learnt about the history, goals and believe, the six operating principles, service culture standards, 10 guiding principles of the Four Seasons Hotel Singapore. It is quite useful to me as I am quite interested about hotel and this benefits me a lot and it was a guest lecture, hence more attentive as it is something new.

Blog at WordPress.com.