How to smile for profit
About 30 hospitality workers in the Central region have undergone eight days of training learning how to smile for profit.
Advertisement
It may come to one without effort when one is excited and on occasions when one is not happy, all efforts may not bring a smile to one’s face. But for those in the hospitality industry a smile is always an asset, the trainees were told.
The training was organized by the Ghana Progressive Hotels Association (GHAPROHA) and the Council for Technical and Vocational Education and Training (COTVET) on “Excellent customer service delivery in hotels” for the first group of hospitality workers.
According to Ms Irene Mbula, a Consultant with Dolphins Training Manangement Limited in Kenya, some have overly used smiles for profit while others hardly understand its enormous benefits and have failed to optimise its use for payback.
Ms Mbula said hospitality workers need to understand the importance of the smile and use it to effectively change the fortunes of their businesses. “A good smile is seen in the eyes not the mouth,” she said.
She advised them to regulate the use of the smile saying “when a customer is not happy with your services and you give him a smile it is wrong. It’s called emotional intelligence and you have to regulate the smile,” she told them.
She said it was also crucial that owners and employees in the hospitality industry adopt competiveness in ensuring enhanced service delivery and customer satisfaction.
She said it was time for the hospitality industry to move from the usual family business to a serious competitive one saying that is where the industry is moving the world over. “There is no time for complacency,” she said.
Other Trending Stories
Mr Fred Nteku, Secretary to the Interim Management Committee of the Central Regional GHAPROHA said a second training would come off next month to train more people on food safety.
He advised the participants to work to attract many more customers to their facilities to boost the industry’s growth.
Mr Prince Kwakye, one of the participants said the course had equipped them to improve on their services significantly.