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Hospitality Career Readiness Presentation 1

Hospitality Career Readiness
Professionalism in
Hospitality Industry
“Career success begins with
Act with Integrity
Build Relationships
Dress for Success
Communicate Effectively
Act with Integrity
Integrity is your secret to success.
You will be more successful at work and earn respect by maintaining integrity.
Integrity builds a reputation and long-term relationships for you and your
10 Integrity Principles
1. Employer’s Time
6. Mistakes
2. Do Not Bad Mouth Your Employer
7. You Are Judged by the Company
You Keep
3. Maintain Confidentiality
8. Tell the Truth
4. Get Work Done
9. Be Reliable
5. Respect Time Off
10. Social Networking
Dress for Success
Appearances are everything.
1. Does my appearance make me
feel and look respected?
2. Does my appearance promote
career success or failure?
3. Does my appearance make me
feel good?
Professional Appearance for Men
• Suit or Sport Coat
• Shirt
• Tie
• Shoes
• Socks
• Belt
• Jewelry
• Hair
• Fragrance
• Nail Care
Professional Appearance for Ladies
Suits and Jacket
Nail Care
Communicate Effectively
In Person and Online
Quality and Quantity
Body Language
Building Strong Nonverbal Skills
 Eye contact
 Use posture to show interest
 Reduce or eliminate physical barriers
 Probe for more information
 Interpret nonverbal meanings in context
 Appreciate the power of appearance
 Observe yourself on video
Four Space Zones for Social Interaction
Build Relationships
You Get Only What You Put In
Canadian Hospitality Business Culture
Impression Management
The process by which people try
to control the impression others
have of them
Personality is:
 A relatively stable set of characteristics that influences
an individual’s behaviour
 Influenced by both environment and heredity
Personality, Perception, and Attribution
Individuals are unique in terms of their skills,
abilities, personalities, perceptions,
attitudes, emotions, and ethics.
Variables Influencing Individual Behaviour
Recognizing How Culture Affects
“The complex system of values, traits, morals, and
customs shared by a society, region, or country.”
Dimensions of Cultural Differences
Present Yourself
 Handshakes
 Eye contact
 Personal space
 Interruptions
 Hand gestures
 Take initiative
Are Canadian Really that Polite?!
 Speak up and say what you mean, politely.
 Showing negative emotion is problematic.
 Be humble, show strong focus.
 Listen without interrupting.
 Answer direct questions directly.
 Don’t expect favours or privileges.
 Only offer to help if you mean it.
Speech Softeners and
Communication Crimes
 Canadians try to focus on
positive. They don’t like
conflicts and complainers.
 Complain politely. Smile.
Don’t yell, be polite but
10 Canadian Workplace Tips
Smile & Be Polite
 Say “Please”, “Thanks’” & “You’re Welcome” to EVERYONE.
 Say “Sure” rather than “Yes” and “Sorry” rather than “No”.
 Be polite to servers in restaurants.
10 Canadian Workplace Tips
Learn Small Talk
 Break the ice at the beginning of the conversation by talking about
the weather, sports, kids or pets.
 Weather is a safe topic. Nobody is going to be offended if you start
talking about the weather.
10 Canadian Workplace Tips
Taboo Subjects
 Don’t talk to strangers or acquaintances about: Age, Money, Religion, Politics.
 Don’t ask questions that are too personal.
 If you really want to ask a personal question, you need to ask permission to
ask. Use this structure: “Can I ask you your age?”
10 Canadian Workplace Tips
How to Make Friends at Work
 Canadians are often slow to make friends at work. They tend to be
friendly and you might think that that means they like you.
Unfortunately, it’s not necessarily true.
 Every Friday, ask their plans for the weekend and remember to ask
about those plans on Monday. Ask about their kids and pets.
10 Canadian Workplace Tips
Show Self-Confidence
 In Canada, people expect you to be proud of your
accomplishments. Practice speaking confidently about yourself.
 Humble is not really valued here.
10 Canadian Workplace Tips
Ask Questions
 Speaking up in meetings, offering opinions and asking questions
will help get you a promotion in Canada.
10 Canadian Workplace Tips
Be Dependable
 Don’t lie. If you say you’ll do something, do it. If you can’t do it, ask
for help. Never say yes to something you absolutely can’t do.
 Be on time. In Canada, you are expected to arrive 10 or 15 minutes
early for any job, business meeting or appointment.
10 Canadian Workplace Tips
Help Your Coworkers Understand Your Culture, too
 During breaks or at lunchtime, share some celebrations from
your culture or religion.
10 Canadian Workplace Tips
Emails & Telephone: K.I.S.S.
 In business communications, you are expected to Keep it Short
and Sweet. This means that you should tell them directly and
politely what you want or need from them.
10 Canadian Workplace Tips
Public Displays of Emotion
 ‘Leave your problems at the door”. This means your personal
issues shouldn’t affect your ability to do your job or interact with
other people.
 Canadians accept seeing people hug each other in public, but
they don’t usually kiss (or cry) in front of others.
The Diverse Workforce
Diversity: All forms of individual differences, including
culture, gender, age, ability, personality, religious affiliation,
economic class, social status, military attachment, and
sexual orientation
Diversity’s Benefits and Problems
 Attracts and retains the best
 Resistance to change
 Improves marketing efforts
 Lack of cohesiveness
 Promotes innovation
 Communication problems
 Better problem solving
 Interpersonal conflicts
 Enhances organizational
 Slowed decision making
Diversity in Canada
 Aboriginal peoples
 Anglophone and Francophone communities
 Multitude of cultures over centuries, decades
 Immigration population is about 20% of Canadian population
By 2020 Canadian workforce will include:
 More cultural diversity
 More females
 More people of an older age
 More people with [dis]abilities
Age Diversity in Canada
Silent Generation
Baby Boomer
Gen X
Gen Y
1930 –1945
Who are they?
• Loyal
1946 –1964
• Activists for employee and
moral rights in workplace
1965 –1981
• Impatient
• Value family over work
1982 –2000
• Early access to technology
• Connection to parents