1- International Business Protocol

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INTERNATIONAL BUSINESS PROTOCOL - Chapter 1ESCOLA DE HOTELARIA E TURISMO

Bernardo Barreto


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International Business Protocol - Bernardo Barreto

Escola de Hotelaria e Turismo

Working Group

Mn. 3 and mx. 4 pax

Groups will be evaluated in 2 issues:

Written work

Work presentation


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Working Group

Tutorial: Classes to use for working groups

Delivery date: 20th May

Presentation: Between 23rd May

Works should be send by mail: [email protected]


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Final Exam

Date: 27 June 2013


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Program

1. International Business Protocol

2. Corporate image and Identity

3. Different forms of Communication

4. Protocol Vs Events coordination


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Objectives

In the end of this training you will be able to:

Recognize the advantage of Protocol rules

Identify and respect the corporate policy

Implement a correct form of communication within the

organization

Coordinate efficiently different types of events


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a) What is Protocol?

b) Importance of Protocol

1- International Business Protocol


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1-a) What is Protocol?

Which words do you associate to

PROTOCOL?


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politness, code, rules, procedures, guidelines,

conditions, etiquette, communication, standards,

organization, agreement, training, formality,

convention, Respect, hierarchy, conduct, measures,

policy, relationships, identity, consistency


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- Rules, gestures and actions, business, guidelines,

measures, agreement, contract, formal interaction,

achieve perfect environment, manners, royal, SOP,

Proper behaviour, management, control, HR, Policy,Excellence .


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- (Social rules, education, communication, etiquette,

RESPECT)

- Universal language Has the objective in turning the

relationships easier and friendly.


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PROTOCOL

The customs and regulations dealing with diplomatic

formality, precedence, and etiquette.

An original draft, minute, or record from which a document

especially a treaty, is prepared.

An agreement between states.


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(Jos Antnio Urbina)

- Courtesy

- Education

- Respect


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(lat. Protocollu < Gr. Protkollon < prtos, first +

klla, glue)

s.m. record of pblic acts in middle age


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- Courtesy and rules that help life in society, between

companies or within organizations


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BUSINESS PROTOCOL?

- Communication tool that companies use for a

correct interaction between guests, coleagues and

other companies.


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BUSINESS PROTOCOL?

- Rules based in common sense, experience and

criativity.


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State Protocol Business Protocol

rigid option

obligation option

Specialized tecnics No professional rules

Institutional Comercial


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International Business Protocol - Bernardo BarretoEscola de Hotelaria e Turismo


What education tell us about

how to behave correctly?


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Basic Rules : Presentation

Respect for each other;

Please

Appologise

Thank;

Be polite;

Respect ideas; How to be and how to behave

Good humour

Pontuality

Communicate

correctly

1 ) ?


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Politeness

Application of good manners.

It is a culturally-defined phenomenon, and therefore

what is considered polite in one culture can sometimes

be quite rude or simply eccentric in another cultural

context.

1 ) Wh i P l?


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Courtesy (n.) An act of civility or respect; an act of kindness or favor

performed with politeness.

(v. i.) To make a respectful salutation or movement of respect; esp.

(with reference to women), to bow the body slightly, with bending of

the knes.

(v. t.) To treat with civility.

(n.) Favor or indulgence, as distinguished from right; as, a title

given one by courtesy.

(n.) Politeness; civility; urbanity; courtliness.

1 ) Wh t i P t l?


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Courtesy comity

politeness

amenity

civility

urbanity

gallantry

attention suavity

mannerliness

1 ) Wh t i P t l?


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Courtesy is like gold:

Its precious

Everywhere !Padre Antnio Vieira

1 ) Wh t i P t l?


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Respect

Atention, consideration

Denotes a positive feeling for a person or

other entity (such as a nation or a religion), and

also specific actions representative of that

esteem.

1 ) Wh t i P t l?


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Respect

Latin respicere means look back.

Recognition of something well done.

1 ) Wh t i P t l?


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No act of kindness,

no matter how small,

is ever wasted.

Aesop

1 ) Wh t i P t l?


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Kindness

Any gesture of kindness point to a

better way.

1 ) Wh t i P t l?


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37International Business Protocol - Bernardo BarretoEscola de Hotelaria e Turismo


Gestures of Service- How to be polite and kind

?- Smile / Welcome

- Serve ladies first

- Introduce yourself

- Friendly posture

- Nice, polite

- Eye contact

- Professional

- Atentive

- Use guest name

- Please, thank you

1 ) Wh t i P t l?


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Gesture of kindness / Gestures of ServiceHow to be polite and kind ?

Magic words Smile

Think positiv

Accept different opinions

Listen

Look

1 ) Wh t i P t l?


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Etiquette

Is a code of behavior that define expectations for social

behavior according to contemporary conventional

norms within a society, social class, or group.

The French word tiquette, literally signifying a tag or label

Eg: Table etiquette

1 ) Wh t i P t l?


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1 a) Wh t i P t l?


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1 a) What is Protocol?


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Etiquette Different companies = Different levels of etiquette

How co-workers treat each other and how formal the

working environment is.

Etiquette also includes how organized an office

appears, the appearance of documents and reports

that the office prepares and the way that employeesrelate to their superiors.



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Attire

Attire is the one of the first things that will be noticed

You represent more than your own image!



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Communication

An office may institute specific policies for how

employees communicate with each other and how they

communicate with incoming calls or visitors.



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Etiquette How to introduce someone

http://www.videojug.com/film/how-to-introduce-people

http://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-peoplehttp://www.videojug.com/film/how-to-introduce-people


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Etiquette How to introduce someone

The basic protocol of introductions calls for introducing

the lesser-ranking (socially, professionally, by age orseniority) to the higher-ranking person.



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Etiquette 4Steps for Introductions

Firstly, state the name of theperson being introduced

to. This is the higher-ranking person.

Secondly, say I would like to introduce or, please

meet or, this is, etc.

Thirdly, state the name of theperson being introduced.

This is the lower-ranking person.



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Etiquette 4 Steps for Introductions

Finally, offer some details of each other, as

appropriate. Do not elaborate. This will help

them connect and pursue a conversation.

When introducing people of equal seniority or status,

you may introduce any person to the other.

http://www.rightattitudes.com/2007/01/03/helping-people-pursue-conversations/http://www.rightattitudes.com/2007/01/03/helping-people-pursue-conversations/


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Ponctuality

Why is it important?

Respect for the others, for their agenda, for

their time



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Ponctuality

What does it say about you?

Ponctuality is the best attitude to show:

Education; Culture; Respect; organization;

Efficiency.



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Ponctuality

Individual skill very

important for our private

and professional life.



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Ponctuality

White rabbit

Always late, running

up and down with aheavy watch and

afraid of everything

Lewis Carroll.

http://pt.wikipedia.org/wiki/Lewis_Carrollhttp://pt.wikipedia.org/wiki/Lewis_Carroll


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Ponctuality

What to do if you are late for a metting?

Shows respect, responsability and

profissionalism



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General Rules

Know how to behave

- I would dismiss the employee who lacks good work habits. I feelthat it is much easier to teach job skills than work habit.

I would ask the person to leave who has bad habits as I believethat job skills can be taught to people.



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General Rules

Know how to behavetry to avoid the following mistakes that many employees often make:

Arguing or engaging in an open conflict with a co-worker. Disagreeing is Ok but do it

respectfully and politely and dont cross the line.

Use good judgment and watch your manners.

Dressing too casually. If you come to work sloppily dressed your looks will portray animage of a disorganized and messy worker. Dress professionally, especially if you your boss

is on a conservative side.

Acting superior to others,



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General Rules

Know how to behavetry to avoid the following mistakes that many employees often make:

Making comments or jokes that could be offensive to others. Always avoid references to

anyones personal characteristics such as nationality, race, gender, appearance or religious

beliefs at work.

Raising your voice or acting on emotions. If youre an emotional person, try to take a

break and calm down before an important conversation. People often do and say thingsdriven by a spur of the moment that they later regret.

Lying. Being deceitful or dishonest will tarnish your reputation for life if you get caught. It

is just not worth it.



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General Rules

Professional Image



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General Rules

Posture



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How does companies transmit their basic rulesto their employees?

Code of Ethics Standard Operational Procedures (SOP)

Induction

Organizational chart



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Student rules - Presentation?

1-b) Importance of Protocol


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Advantages?

Turns communications easier and well done.



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BUSINESS PROTOCOL

- Necessary in a challeging enviroment.

- Powerfull resource

- Excellence - Quality



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1 b) Importance of Protocol

BUSINESS PROTOCOL

- Protocol is power!

- Why?



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BUSINESS PROTOCOL

- Protocol is power!

- How? KNOW & ACT



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Professional image

- Company public image.

- Each employee represents his company.



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Professional image

- In Hospitality Industry an employee is always

evaluated by is appereance.

- Seems unfare?!...



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Professional image

Seems unfare: Someones image is the the

reflect of a certain kind of behaviour andcommitment.

Guest Expectation!



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Professional image

Besides some changes, the classic stile is still

fashion



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Code of Ethics:



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Standard Operational Procedures (SOP) :



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Kitchen and Pastry Standards

- PURCHASING AND RECEIVING

Check quality and price for fresh market produce at least twice aweek

Inspect all goods without exception, upon delivery, for condition

and quality Examine the vehicle that the goods arrive in

Inspect all packaging of goods

Check expiry dates

Check freshness, size, quality of all goods

Check and record temperature of goods received Reject goods immediately if dissatisfied

Send received items to storage and kitchen immediately

Clean the receiving area daily with a high pressure spray anddisinfectant



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Kitchen and Pastry Standards

- Buffets

Buffet and a la carte items will change with the season.

Hot buffet selections will change daily.

No dish will be less than 30% full before being refilled.

Buffet presentations will be imaginative, appealing and abundant,and will be regularly refreshed to maintain this condition.throughout the meal period.

All food items will be presented in containers which complimenttheir apperance and help keep hot foods hot without overcookingor drying, and cold food cold.



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Induction:



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STUDENTS RULES

Image

.



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STUDENTS RULES

Posture

.



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) p

STUDENTS RULES

Attitude

.



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) p

BUSINESS PROTOCOL

Hierarchy

.

Summary


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y

- What are the main fuctions of the Business Protocol?

- What are the advantages of the Business Protocol?


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[email protected]

Read more: Types of Protocol in Business |

eHow.comhttp://www.ehow.com/list_6767617_types-

protocol-business.html#ixzz2LGoxidlB

Organizational Chart
mailto:[email protected]://www.ehow.com/list_6767617_types-protocol-business.htmlhttp://www.ehow.com/list_6767617_types-protocol-business.htmlhttp://www.ehow.com/list_6767617_types-protocol-business.htmlhttp://www.ehow.com/list_6767617_types-protocol-business.htmlhttp://www.ehow.com/list_6767617_types-protocol-business.htmlhttp://www.ehow.com/list_6767617_types-protocol-business.htmlhttp://www.ehow.com/list_6767617_types-protocol-business.htmlhttp://www.ehow.com/list_6767617_types-protocol-business.htmlhttp://www.ehow.com/list_6767617_types-protocol-business.htmlhttp://www.ehow.com/list_6767617_types-protocol-business.htmlhttp://www.ehow.com/list_6767617_types-protocol-business.htmlmailto:[email protected]


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Organizational Chart

DH

F&B

Kitchen Restaurant Bar BanquetingStewardingPastelaria Room Service

Head Chef

Sub-Chef

1st Cook

2 nd Cook

3 rd Cook

Comis

Chef

Past. 1

Past. 2

Supervisor

Steward.+ Plonge

Head Waiter

Ass,Head

waiter

Chefe de turno

1st Waiter

2nd Waiter

Runner

Supervisor

1st Barman

2nd Barman

Supervisor

1st Waiter

2ndWaiter

Banq. Mg

Head

Waiter

Banq.

Coord

Waiter

Equipier

Hotesse

Tutoria - Organograma


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Tutoria Organograma

DH

Room Div Mg.

Recepo AndaresTelefonesPortaria

Chefe

Recepcionista 1

Recepcionista 2

Guest Relations Porteiros

Bagageiro

Trintanrio

Mandarete

Chefe Chefe

Telefonistas

Gov. Geral

Gov. Andares

Emp. Andares

Rouparia

Emp. Limpeza Emp. Mini-

bar

Tutoria - ORGANIGRAMA


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DH

Dir. Rec. HumanosDir.Financeira

Dir.Comercial

Dir.Manuteno

Dir. Formao

Tcnico

RH

Chefe

Vendas

Grupos

Clientes

Chefe

Contabilidade

Reservas

individuais

Promotores

de VendasFornecedores

Caixa

Controlo de

receita

Rec.

Mercadorias

Economato

Tcnicos

Manuteno

Tutoria - 3 regras dos alunos:


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Respeito pelas aulas, pessoas, equipamentos e Instituio

Pontualidade

Portador de material

Contrato

Uniforme, apresentao, higiene - Imagem

Propinas

Substituio material estragado Assiduidade

Participar activamente nas actividades escolares

Tutoria - 3 regras dos alunos:

Uniforme completo


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p

Barba feita

Propinas

Elevadores

Excesso de acessriosEx: Piercings

Assiduidade Pontualidade

Excesso de maquilhagem

Uniforme adequado ao servio

Cabelo adequado

Respeito pelo material e equipamento

Respeitar os outros

Unhas curtas e sem verniz Sapato adequado

Senha de almoo at s 11:00 do pp dia

No faltar aos servios e s aulas

No perturbar as outras aulas

No fumar

Estacionamento condicionado

Prazo mnimo para concluir curso No impedir a passagem nos corredores e escadas

Prazo de entrega de livros da biblioteca

No utilizar telemvel na sala

No comer nem beber nas aulas

No mastigar pastilha elstica na aula

1- International Business Protocol

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