Professional Grooming and Etiquette

Hospitality industry and immaculate grooming go hand in hand. As a trainer I conduct workshops on grooming and etiquette, am dedicating an article on the topic for the readers. Hope you like the pointers covered here. It can be used as a ready reckoner! 

There is nothing more embarrassing for a young man or a woman than to be put into a new situation that requires etiquette and  professional decorum and not really knowing  what to do or how to behave. Etiquettes or manners are described as good or bad to indicate whether or not a behavior is socially acceptable. Every culture adheres to a different set of manners, although a lot of manners are cross-culturally common. They are a subset of social norms which are informally enforced through self-regulation and social policing; hence they are publicly performed. Everyone is expected to adhere by them. 

Etiquette is behaving yourself a little better than is absolutely essential.~Will Cuppy

In today’s competitive business arena, it takes more than your educational qualification, updated CV or an up to date wardrobe to sail through smoothly. A study by Harvard University revealed that, to be successful in one’s career and personal life one needed to possess 15% of technical skills and 85% of people skills (Social, Business and Dining Etiquette). As businesses become socially-oriented, companies look increasingly to those who have what it takes to represent their organisation on a public platform. The class, style and the confidence that can individual showcases; Etiquettes are thus extremely important. 

Why are etiquette important?

Being familiar with the ‘norms’ will definitely help you. It allows you to fit in, be comfortable and confident.

• They need to sharpen their social and international skills.
• They are professionals at all levels of the corporate ladder.
• They have aspirations for career advancement
• They meet high-value clients, who are well travelled.
• They hold international positions.
• They regularly attend to internal and external customers and stakeholders for business or social purposes.

What is the need of immaculate grooming and business etiquette?

All professionals in the corporate world, need to be abreast with the dos and the don’ts. They are an integral part of one's personality.

• Creates awareness on the impact of soft skills and first impressions.
• Sharpens employee’s professional image and etiquette.
• Increases employee's self-confidence, motivation, commitment and positive morale         leading to greater performance and productivity.
• Improves and reinforces corporate image and brand value.
• Improves client relationships through employee’s professionalism.
• Enhances corporate charisma.
• Takes the Company ahead of it’s competition.  

What will happen if you manage your skills of grooming and professional etiquette well?

Who doesn’t want to create a positive first impression? It is said that the first impression is the best one. The first 4 minutes are extremely important in any meeting or interaction, use the grooming and professional etiquette to make those 4 minutes count! Using these etiquettes will:

• Make positive impressions with or on clients.
• Conduct business with a professional demeanor.
• Demonstrate confidence through eye contact and a firm handshake.
• Know the etiquette of dining and table manners.
• Know who to introduce to whom and handle business cards correctly.
• Deal with clients or colleagues with respect and courtesy.
• Dress according to the dress code.
• Express compatibility and respect to different cultures.
• Cultivate professional working relationships.

1.   Importance of Impressions

It is much easier to make a good first impression than to correct a bad one! It takes a quick glance, may be just 4 seconds to evaluate you. With every new encounter, you are evaluated and yet another person's impression of you is formed. These first  encounters are extremely important, for they set the tone for all the relationships that follow.  Rule of 12 applies to the first impressions:

• The first twelve inches from the shoulders up
• The first twelve steps a person takes
• The first twelve words a person speaks

2.  Making Proper Introductions

 Look into the eye of the person you are speaking to and complete the introduction. Speak clearly, use courteous language and preferred names or titles. Shake hands if appropriate.  All rapport is built upon conversations; and most begin with small talks.

• Approach with a smile and have an eye contact.
• Open a conversation with a genuine compliment or an open ended question.
• Whatever you do, don’t begin with a lecture about yourself, turn the spotlight on the person you are speaking with.

In today’s workplace, gender is removed from all etiquette

• Whoever reaches the door first opens it and holds it for others.
• Both men and women rise to meet and greet, especially when a handshake is involved.
• It is not expected for a male business companion to seat a female associate. But it’s fine to show some chivalry

Handshake

• Stand to meet someone
• Extend your hand immediately
• Shake from your elbow
• Hold for 3-4 seconds
• Maintain eye contact
• A confident hand shake compliments the introduction

3. Body Language

Your body language often reveals more about you than verbal communication. Be conscience of it, because it is always being observed. Have a positive and affirmative body language.

• Good posture displays confidence.
• Don’t slouch, stand and sit upright.
• Don’t fidget; it’s annoying and a sign of boredom.
• Keep hands away from your mouth when speaking.
• Honor others’ personal space, don’t intrude or stand too close.
• Break nervous habits, such as gum chewing, nail biting, drumming fingers, hair twirling, etc.
• Body language decides the winner!

 4. Dress code

Your appearance impacts your mood and confidence. It’s important to be aware of dress codes and understand what they mean. Though dress may be a very personal matter, it becomes a very public or professional matter when on the job. Employees are expected to comply with company standards. Dress to fit your audience and yourself. Clothing should have a good fit and be well-maintained.

• Dress for the occasion; considering the guests, location or the event.
• When in doubt opt for overdressing.
• Casual – appropriate jeans, shorts, etc.
• Smart casual- Jeans, Shirt and shoes for instance.
• Business Casual – Open collar, slacks, skirt.
• Business Professional – Jacket, tie, ladies suit or dress
• Semi Formal – Suit for men, cocktail dress for women
• Formal – Suit or tuxedo for men, formal dress or gown for women
• Dark colors compliment your shape and create the appearance of authority
• Polish your shoes, they are noticed and they speak volumes about your personality.
• Quality accessories are important; sling bag, briefcase, purse, an umbrella, file holder etc.

Dress code – Men

• Ties should reach your belt buckle.
• Socks should cover your shin when sitting.
• Wear a long sleeve shirt with a suit.
• Socks match either trousers or shoes.
• Button suit or coat when standing
• Two button coat – button top button
• Three button coat – button top two buttons
• Double breasted coat – button all buttons

 Dress code – Women

• Use fragrances sparingly
• Makeup and jewelry should be kept simple
• If the men are wearing ties, you should be wearing hose(with short dress or skirt)
• Avoid all clothing that is too revealing or too restrictive
• Don’t wear heels so high that you are unsteady.
• Nails should not be more than ¼” in length
• Nails should not have chipped nail polish, keeping them clean is a better idea.

5.    Conversational Techniques

For engaging conversations in social gatherings, one must:

• Be polite
• Be a good listener
• Puts others at ease
• Be comfortable to discuss various issues
• Asks good questions
• Never interrupt
• Graciously accept a compliment with a simple, ‘thank you’
• Extend a compliment with sincerity
• Learn to open and end conversations with grace
• Pick up on nonverbal cues when to end a conversation with “It’s been a pleasure talking with you, please excuse me.” or “I’ve enjoyed meeting you, please excuse me.”

And a good way to walk away from a conversation that is getting boring is to never have your drink more than half full so if you are “stuck” you can say “excuse me, I’m going 

6.    Telephone and Mobile Etiquette

A lot of work happens over the phone these days; hence it’s good to know the polite rules.

• Smile and speak -  clearly and at a comfortable pace.
• Tone and voice clarity are more important than the words you use.
• Never eat, drink or chew gum while talking
• Always begin a call by introducing yourself, your company and with whom you wish to speak.
• When answering a call immediately write down the caller’s name and repeat it during the conversation
• Return all calls within 24 hours to refill my drink.”

7. Dining etiquette

Business meeting or for that matter even dates happen over food. Following dining etiquettes help create great first impression that we have been talking about all the while. Learn the finer nuances and intricacies of

• Napkin Use
• Ordering
• Reading the table setting
• Use of silverware and glasses
• When you have finished
• Tipping

Putting these etiquette into practice can make a big difference in your social or professional life. You will make more friends, be invited to more parties and be considered when job opportunities arise. You are a complete winner!

Respect for ourselves guides our morals, respect for others guides our manners.~Laurence Sterne

PS Pictures are taken from Google for representational purpose, with due credits.

50 years of The Park Hotels - a memoir!

The early association

The first time, I heard about the Park hotels was in 1997, final year of my Hotel Management course at IHM Mumbai. I didn’t appear for the off campus selection as it was being held in Calcutta (in 1997 the city wasn’t named Kolkata officially). I didn’t want to travel that far, in fact a few classmates did go for the interview at The Park Calcutta. Since, I had already decided that I’d join the Taj group, it didn’t make sense to travel that far.

Inauguration of AIH, 5 April 2007

Unveiling of the plaque by Mrs. Paul

Fast forward to 2007, The Park Navi Mumbai opened in February and The Park Hotel School was all set to mark it’s beginning. I heard about the hotel school and did like the concept. Moreover, for a young mother workplace being close to home was a blessing. The mother in me was more excited than the professional side of mine; but natural that my son was only 8 months old then.  I met the Principal Mr. Bhuvan, Mr. Shirish Bokde who had by then joined as an HOD, was also there for the meeting. I was asked to go for an interview to Chennai as the entire management team was going to be there.  That very week I was booked on an early morning flight to Chennai. There was another person accompanying me, who was also shortlisted for the position of HOD, Food Production. The flight was on time, the hotel car picked us and we were led to The Park Chennai.  As we approached the hotel saw steel doors instead of the regular glass ones that give a grand view of the hotel’s plush lobby. The moment the door opened it gave a glimpse of some cameras and lights; the reception counter was designed like a boat whereas the floor looked like the sea. I was amazed at the design of the hotel and also the uniforms of the staff.  I didn’t know much about boutique hotels though I did an idea, having read somewhere.  I also didn’t know that The Park group was the pioneer in bringing the concept of Boutique hotels in India.

We went to our respective rooms for wash and change and got ready for the interview. We were then asked to go to the business centre close to the hotel where the Financial Review Meet was in progress. All the General Managers of the hotels, Finance heads, MD, and Chairperson Ms. Priya Paul were there. Until this time I wasn’t really sure if I wanted to join the new organization that was so very different. Remember I came from a very conventional hospitality college that had army kind of rules. Equally strict with the norms and dos and don’ts was the Taj Mahal Hotel, Mumbai where I had worked. We waited for Managing Director Mr. Vijay Dewan and Mr. Lemuel Herbert, who was then the general manager of The Park Bangalore with an additional responsibility of setting up the hotel school.  They interviewed us during their tea break. That was the first time I saw Ms. Paul who was surrounded by the unit heads and she stood in the centre with so much grace, power and a magnetic sense of authority, she was charismatic and had a magical aura about her. I wanted to work with her and be a part of the organization; wanted to make sure that I did well in the interview. The interview was quick and I was selected as an Associate Professor and Head of Department for the Hotel school. I am not calling the institute by it's name as it didn’t have one then. I was asked to join as soon as it was possible. Since I had a few commitments at the place of work, I joined from 15th April 2007.  But the first day of work in reality was 5th April 2007, the day Apeejay Institute of Hospitality was inaugurated. I had the privilege of being the master of ceremonies for the event and also host the first program offered from the portals of AIH the Supervisory Development Program. Have fond memories of the ground work that we did for the institute right from finalizing the name, logo, vision and mission statements to formulating rules and regulations. We have brought up the institute to the level of being one of the finest in the country with 8 batches already graduating from it’s portals and successfully completing one decade of quality education and training.

Inaugural program and first PDP

AIH Team with Participants of the first PDP

AIH now

Today AIH offers 3 years Bachelor’s Degree programme in Hospitality Studies (BSc-HS) affiliated to the University of Mumbai, the group’s Management Training programme, Professional Development Programmes, Executive Training Programmes and consultancy projects for the hospitality industry are some of its additional core activities.

Management Training Programme

The MT Programme of The Park Hotels has been conducted since 1992 at different locations such as The Park New Delhi and The Park Kolkata. AIH became the centre for the programme since 2007 and it has been evolving over the years. Today AIH has its role right from recruiting the management trainees from selected campuses across India, the on-boarding as well as off the job training at its campus to monitoring the program over the two years. The responsibility concludes with the graduation of the management trainees both for The Park and Zone by The Park Hotels. It is one of the most sought after MT programs in the country.

The modules covered include The Park culture code and ABO moments, Communication, Corporate and management skills, Core hospitality content, grooming, wellness and lifestyle, customer sensitization and industrial visits. Some of these have been differentiators and are considered benchmark practices.  It does follow and inculcate the group’s philosophy, ‘Work hard and party harder!’ 

BSc HS Students Graduation Day

The Park Management Training batch 2017-19

BSc Hospitality Studies

The institute offers a 3 years Bachelor’s Degree programme in hospitality and IATA Foundation Diploma in Travel and Tourism from IATA, Canada.  At AIH, we believe the most effective way of imparting knowledge is to induce a coherent partnership between its two chief facets - learning and application. This is achieved by virtue of the institute sharing its premises with The Park Navi Mumbai. This becomes the biggest advantage, as it gives students the opportunity to get hands-on experience during their course of study, in terms of training facilities of the hotel for front office, housekeeping, Food and Beverage service and production, and back of house support functions.

We are committed to the all-round development and training of every student who walks through the portals of this institution. Our aim of providing the industry the best ensures that we give our students the best as well. This is evident in our much respected faculty, our cutting-edge resources, and our drive to stay up-to-date with the latest in the world of hospitality. We are focused on developing talent in a dynamic learning environment, based on our expertise in hospitality, to enable students to lead the industry into the future.

10 years of AIH, 5 April 2017

The team

The faculty members are multi faceted. They are empowered to take up various roles right from being counselors, to professors handling the BSc program; they double up as trainers for The Park Hotels as well as manage the MT program. The Park Navi Mumbai doesn’t have a training manager as this role is fulfilled by a faculty member supplemented by the entire team. This makes AIH the learning centre in the true sense. Every faculty has a blog that has its own fan following.  Some are extremely popular; they write on different domains. They are approached as consultants by renowned organizations and also get invited as resource persons for various events and programs of repute. This is taken as an opportunity to learn and explore. This learning helps adding value to the training programs offered by the institute. Our professors have created benchmarks that are replicated by many. They also contribute greatly towards important matters of the University of Mumbai. The admin staffs also handle various roles in their capacity in managing institute’s operations effortlessly, lending great support to the faculty team.

 Best practices

AIH has over the years experimented on many new practices that have come to a level of near perfection now. Some of them are 

• Professional Development Programmes that bridge the gap between university curriculum and industry. 
• Experiential workshops that inform and engage students who wish to join the industry in taking one of the most important decisions of their lives.
• Remedial coaching for students who didn’t fulfill the required attendance norms to not only achieve the same but utilize the time to update their knowledge or skills.
• Staff engagement through wellness has been one of the success stories towards health and wellness. Yoga class is conducted every Friday for team members. Some of them have gone ahead to enroll in certificate programs and have become certified instructors themselves.
• Many success stories of students who graduated from AIH. Students who lacked either recourses or focus.  AIH has coached and counseled the students as well as necessary resources made available to them so that they were able to not only do well in the course but also make great careers for themselves.
• The graduation day, one of the events where we invite not only parents and industry stalwarts but also the media has been appreciated by all who attend. It’s been a showcase event for AIH that we have been able to perfect and benchmark.
• The whole campus is Wifi enabled with 20 Mbps optical backbone. All staff as well as students get AIH email ids that use the Google backend for seamless communication and access to learning resources. Thus we promote paperless communication, our eco initiative. We also promote the use of smart phones on campus for conducting online tests and exams. These not only save resources such as use of paper but are also are highly efficient.

Felicitation of team members completing 10 years

An ABO experience

My entire experience at AIH and The Park Hotels, has been Anything But Ordinary in the true sense. It started with my own on boarding. How many of us can take pride in being the founder team members of an educational institute that is affiliated to one of the oldest universities in the country? A university from where the father of the nation graduated. AIH has been like a baby to me and I take pride in it’s every little achievement. Can say that, we have come a long way and have miles to go!

We had the honour and privilege to have Mr. Jit Paul, inaugurating the institute along with the entire Paul family. I would be failing if I didn’t speak about the empowerment I have felt at every stage. Being able to do what we are good at and being encouraged to do so. Even when I thought of doing something else; to contribute towards my individual social responsibility.  The chairperson having heard all that, said that the organization wouldn’t want to lose me!  I feel that’s the highest level of appreciation one can get. Who’d want to leave an organization that values you not just as a team member but as an individual with unique skill sets, needs or aspirations?

The organization has always supported us in bringing about changes or innovations true to the vision of the company, Leadership through differentiation. I have had ABO moments in almost all hotels that I have visited, as a trainer or as a guest using the hospitality plan. In 10 years,  have been to all our hotels and it gives me immense pride to be associated with this esteemed organization, being solid since 107 years and the hospitality division completing golden jubilee this year. As a trainer I have been conducting induction programmes for the new joinees right from General Managers downwards and with every induction I learn something new. Gain another insight into the philosophy of the company.

The Park Hotels Legacy

When I joined the company in 2007, I did my homework and found out all that was available from the information point of view. Over the years I did a bit of research on boutique hotels and I have written a blog on the subject not well known. Every new joinee specially the ones for Sales and Marketing as well as front office are asked to go through the write up and get a better understanding of the brand that’s a pioneer in luxury boutique hotels in India. Ms. Paul is given the rightful credit for the same. She is one of the most respected as well as decorated hotelier. She was awarded the Padmashri by the Government of India in 2012 and The French Government conferred on her the rank of Knight of National Order of Merit of France in 2014. She has won numerous awards and accolades for her contribution to the hotel industry and the concept of design as well as out of the box ideas.

The Park Hotels is introduced to the world as a collection of contemporary luxury five-star boutique hotels in India belonging to the Apeejay Surrendra Group, headquartered in Kolkata, West Bengal. The hotel business was started by Mr. Surrendra Paul in 1967, with the opening of the Group's first hotel, The Park, a 150-room hotel on the fashionable Park Street in Kolkata, on 1 November; the hotel at Visakhapatnam was added in 1968, while The Park New Delhi commenced operations in 1987.

The company’s vision is Leadership through differentiation, with a brand promise of Anything but Ordinary experiences across our hotels. The hotels are located in Bangalore, Chennai, Hyderabad, Kolkata, Navi Mumbai, New Delhi, Visakhapatnam and Goa.

The Park Kolkata was awarded the National Tourism Award (2003–04) for outstanding performance as the Best Boutique Hotel in the country by the Department of Tourism, Government of India. This is in addition to the numerous national and international awards won by the hotels.

 Flurys was awarded the most stylish place by Lycra MTV in 2006 and it has been bestowed with the lifetime achievement award by Times Now in 2010. That year it also won the award for excellence, as the best cafe in the city and also CNN IBN - the most loved breakfast place.

More recently, The Park Hotels has been recognized with the Asia’s Best Employer Brand Award 2017 under the category of Best Companies to work for. The event was held at the Le Meridien Singapore on August 1, 2017, hosted by Employer Branding Institute and World HRD Congress.

I have a dream to dedicate a book one day, having lived the philosophy of the organization and experienced the culture. In fact I have every script, right from inauguration of the institute to all the functions that I hosted as a master of ceremonies. Be it the first year BSc programme, The Park Management Training Programme, the graduation day or the valedictory function. Everything is there on my computer! I also have the profiles of all dignitaries who visited AIH, that were used for their introductions, as well as some of the speeches that were kept ready as a reference for the dignitaries addressing our students. These are some priceless memoirs that I possess. I love the minuscule role of a decade contributing towards the larger history of The Park Hotel’s glorious five decades! Wishing the organization more power, to move from strength to strength; from Gold to Diamond to a Centenary and more!

#50YearsOfThePark #AnythingButOrdinary #GoldenJubilee #Anniversary#FabulousAt50 #TheParkHotels  #proudtobeatThePark #Fabat50