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Domestic Staff

The Public Image 5 Star Service Programme for Domestic Staff

This programme will be delivered as 3 four hour modules and will need follow up sessions.

Module 1:
Providing Top Quality Service:

How to provide a sincere welcome:

  • Eye contact
  • Deportment
  • Posture

How to prevent problems:

  • Reading body language
  • Putting yourself in your employer’s shoes
  • Anticipating guests’ intentions
  • Dealing with complaints from guests or staff

How to oversee staff without being overbearing – (for Butlers and House Managers):

  • The use of the voice
  • The use of language
  • Building rapport

Module 2:
Essential Etiquette for Butlers and House Managers

Starting and ending conversations with employers, their families and guests:

  • How to gain information without being intrusive
  • How to deal with several requests at once
  • How to end a conversation politely
  • How to move into a group politely to attract someone’s attention
  • The proper way to introduce individuals
  • The correct etiquette when speaking to guests using their appropriate title & name
  • The correct way to answer the phone
  • The correct way to answer the door
  • The importance of a smile!

 

Delivering accurate messages (for all staff):

  • The importance of developing a system
  • Conversation & listening skills
  • The use of the voice
  • What to do if things go wrong

Handling Difficult Situations (for all staff):

  • Conflict management
  • General diplomacy
  • Learning to read non-verbal communication

 

Module 3:
Creating the Right Image (for all staff)

Generating a positive impact through posture & grooming
This module will cover:

  • Dress
  • Deportment
  • Body language
  • Personal hygiene

 

The Importance of Working as a Team (for all staff):

  • When taking to others, always show respect and support for your employers and your colleagues
  • Never share personal views with guests
  • How to share information about employer’s needs or complaints
  • How to communicate effectively with employers and colleagues
  • How to build teams and motivate them

Many of these modules will involve role play and be recorded, played back & analysed in order for participants to learn from their own behaviour.