1. A facial expression results from one or more motions or positions of
the muscles of the face. These movements convey the emotional state of
the individual to observers. Facial expressions are a form of nonverbal
communication.
Anger is an emotion related to one's
perception of having been offended. Anger
may have physical correlates such as increased
heart rate, blood pressure, etc.
What’s for me?
It is BANNED in the Service Industry. Don’t get angry.
Try to evaluate your gesture. SMILE!
Attention is the cognitive process of selectively concentrating on one
aspect of the environment while ignoring other things. Attention has also
been referred to as the allocation of processing resources. Examples
include listening carefully to what someone is saying while ignoring other
conversations in a room or listening to a cell phone conversation while
driving a car.
Confusion of a pathological degree usually refers to loss of orientation
(ability to place oneself correctly in the world by time,What’s for me?
location and/or
personal identity) sometimes accompanied by disordered consciousness expression
A desirable facial
while communicating with
and often memory (ability to correctly recall previous events or learn new
material). The confused state may include jumbled or the guest. Pay attention
disorganized.
always to your task, listening,
observing, and learning.
What’s for me?interest with
Show your
If nodding not sure of something,
you are head and using
don’t commit anything or entertain
affirmative sounds.
false promises. Please pass it on to
your seniors.
2. Contempt is an intensely
negative emotion regarding a
person or group of people as
inferior, base, or worthless—it is
similar to scorn. It is also used
when people are being sarcastic.
Contempt is also
What’s for me? defined as the state
Keep your Learning Window open. RESPECT of being despised or
others, their views and always learn from your dishonored;
mistakes. Every moment should be a learning disgrace, and an
moment for us. open disrespect.
Desire is a sense of longing for a person or object or hoping for an
outcome. Desire is the fire that sets action aflame. The same sense is
expressed by emotions such as "craving" or "hankering". When a person
desires something or
someone, their sense of
longing is excited by the
enjoyment or the thought
of the item or person,
and they want to take
actions to obtain their
goal.
What’s for me?
Desire is a positive facial expression. You should have a strong desire of
learning, knowing the right way, desire to make the guest happy, desire
for reaching your goal.
3. Disgust is an emotion that is
typically associated with things that
are regarded as unclean, inedible,
infectious, or otherwise offensive.
Disgust is experienced primarily in
relation to the sense of taste (either
perceived or imagined), and
secondarily to anything which
causes a similar feeling by sense of
smell, touch, or vision.
What’s for me?
The hoteliers know how to react. This is an art of making somebody
know if you do not like something. Criticize with a positive note to
make the person feel good of getting a chance of development.
Excitation is an elevation in energy level above an arbitrary baseline
energy state. It may happen when we receive a sudden good news, or
completes a task with satisfaction, matching a task as expected with a
Spontaneous emission.
What’s for me?
Make the work exited, enjoy every moment of your task. Love your work,
accept responsibilities and cherish challenge. Show your excitement
while communicating with the guest, learning something new in every
moment.
4. Empathy is the capacity to recognize
and, to some extent, share feelings
(such as sadness or happiness) that
are being experienced by another
semi-sentient being. Someone may
need to have a certain amount of
empathy before they are able to feel
compassion.
What’s for me?
Show Empathy. A biggest asset while
handling Guests’ complaint. Feel the
situation and solve accordingly. Share your
true feeling and communicate.
Fear is a distressing emotion aroused by a perceived threat. It is a basic
survival mechanism occurring in response to a specific stimulus, such as
pain or the threat of danger. In short,
fear is the ability to recognize danger
and flee from it or fight.
What’s for me?
Don’t panic. Always remember you are
there to provide support to the Guest.
In case of emergencies (Fire, Theft,
Terrorism, First Aid situations, etc.)
keep yourself calm and think clearly to
give the best support to our guests.
5. Frustration is a common
emotional response to
opposition. Related to
anger and disappointment,
it arises from the perceived
resistance to the fulfillment
of individual will. The
greater the obstruction,
and the greater the will,
the more the frustration is
likely to be. Causes of frustration may be internal or external.
What’s for me?
Never get frustrated. It may not come everything the way we expected.
Always remember, a frustrated person loses every opportunity of learning.
A success is never easy, but every effort towards it makes it happen.
Happiness is a state of mind
or feeling characterized by
contentment, love, satisfaction,
pleasure, or joy. A variety of
biological, psychological,
religious, and philosophical approaches have striven to define happiness
and identify its sources.
What’s for me?
The most desirable expression for a hotelier. Always be happy and enjoy
your work. Try to keep your learning window open. Take the challenge and
perform. Remember, a positive attitude is the true source of happiness. Your
happiness can make the environment happy.
6. Sadness is an emotion characterized by feelings of disadvantage, loss,
helplessness, sorrow, and rage.
When sad, people often become
outspoken, less energetic, and
emotional. Crying is an indication
of sadness.
Sadness can be viewed as a
temporary lowering of mood,
whereas depression is
characterized by a persistent and
intense lowered mood, as well as
disruption to one's ability to function in day to day matters.
What’s for me?
Do not get upset. Take it as a learning opportunity. We are here to make
the guest happy. Our face should show that glow which will make the
Guest confident and happy. We are professional to show happiness.
