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HUMAN RELATIONS IMPACT ON SERVICE DELIVERY & INTER- PERSONAL RELATIONSHIP IN THE HOSPITALITY INDUSTRY HOSPITALITY LEGEND TRAINING SERIES 2012 1.

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Presentation on theme: "HUMAN RELATIONS IMPACT ON SERVICE DELIVERY & INTER- PERSONAL RELATIONSHIP IN THE HOSPITALITY INDUSTRY HOSPITALITY LEGEND TRAINING SERIES 2012 1."— Presentation transcript:

1 HUMAN RELATIONS IMPACT ON SERVICE DELIVERY & INTER- PERSONAL RELATIONSHIP IN THE HOSPITALITY INDUSTRY HOSPITALITY LEGEND TRAINING SERIES 2012 1

2 WHAT IS HUMAN RELATIONS? This is the transaction that goes on between two human beings at the point of meeting each other. It is the abilit of individuals to understand the feelings and aspirations of a fellow human It is a bedrock of give & take in interpersonal relationship It is the foundation of exhibited behaviour based on perception HOSPITALITY LEGEND TRAINING SERIES 2012 2

3 FEATURES OF HUMAN RELATIONS It is Interpersonal It is live and signal based It can be cultivated and learned It determines response from actions & reactions It is necessary for human co-existence It sets the tone for future relationships HOSPITALITY LEGEND TRAINING SERIES 2012 3

4 USES OF HUMAN RELATIONS To make good impressions To make new relationships To renew existing relationships To enhance good interpersonal relationship A good tool for customer service A wonderful Marketing tool A way of life Prolonging happy living A great tool for building trust HOSPITALITY LEGEND TRAINING SERIES 2012 4

5 WHAT THEN IS HUMAN RELATIONS This is the exhibition of identifiable traits of possible relationship in a person to the extent that the other person believes that you can be trusted It is the exhibition of good manners and characters that are infectious in enticing the next person The display of characters of willingness that are perceived good, helpful and can be emulated A sign of posititvity HOSPITALITY LEGEND TRAINING SERIES 2012 5

6 HUMAN RELATIONS, SERVICE DELIVERY & IR Can these two be separated? If it cannot, why? When Properly deployed, what is the effect When not properly, what is the effect? Is it a necessary tool for co-existence? If yes, justify/Discuss HOSPITALITY LEGEND TRAINING SERIES 2012 6

7 EFFECTS OF HUMAN RELATIONS On the Person-You feel good and light - Gives self confidence -Allows for growth and development -Enhances self worth and appreciation On the work-It makes it enjoyable On the People-It makes the world go round On the Guests- It makes them feel the impact of value for money paid On your Life- Enhances fulfilment, peace & Joy HOSPITALITY LEGEND TRAINING SERIES 2012 7

8 IMPROVING ON YOUR HUMAN RELATIONS Conduct a self appraisal Study yourself and approve or disaprove List out your responses to people and agree wit yourself which one is good or not Plan to shed the bad ones and improve on the good ones Do not deceive yourself, be truthful to yourself Make a determined plan to change for good & list the benefits derivable thereafter HOSPITALITY LEGEND TRAINING SERIES 2012 8

9 HOW DO YOU SEE OTHERS?- (TA) I am better than them- Lie I am doing them a favour-Lie They need me-There are alternatives They can’t do without me-Wishful thinking They can’t resist me- Until they try another option I am priviledged-Some are lucky I am Lucky-There is hardwork to achieve I talk they listen-Till they see the opposite HOSPITALITY LEGEND TRAINING SERIES 2012 9

10 HUMAN RELATIONS -BY CHANCE OR BY CHOICE What you do not have, you cannot give It is a conscious effort, meaning it is by choice Some are born with it but it can be a quality Need for it- Should be delibrate than by accident Good Character rquires conscious efforts Sometimes necessary- Always important and required HOSPITALITY LEGEND TRAINING SERIES 2012 10

11 DO I NEED HUMAN RELATIONS ALWAYS It is the basis of sound human interpersonal relationships It fosters lasting reliance It engenders trust & Camaraderie It is necessary everywhere, everytime & everyday It nutures beliefs and solidarity HOSPITALITY LEGEND TRAINING SERIES 2012 11

12 IMPACT OF H-R ON SERVICE DELIVERY It is the bedrock of belief & acceptance It determines the level of satisfaction a buyer have in the products of the hotel It determines the extent of good will and reliability It is better than the best prepared dishes or luxury rooms Great on guests, Lasting on service & necessary for good- will which is the basis of success HOSPITALITY LEGEND TRAINING SERIES 2012 12

13 IMPACT OF HUMAN RELATIONS ON IR It is the basis of communiations It determines level of trust It is a basis for reference Necessary for Successful living It is the foundation for human co-existence It engenders a conducive working environment. HOSPITALITY LEGEND TRAINING SERIES 2012 13

14 HUMAN RELATIONS-QUIZ Describe Human Relations in your own way What is Inter-personal Relationship? Identify one character of yours that is not a good HR feature Identify one attitude of your that does not fit into good Human Relations Is good HR necessary for Guest Service? Did you need HR in interpersonal relationship? List the benefits of HR in Services delivery HOSPITALITY LEGEND TRAINING SERIES 2012 14

15 GREAT LISTENERS Thank You HOSPITALITY LEGEND TRAINING SERIES 2012 15


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