CPD II have been nothing but a fruitful learning journey. There were many takeaways for me as it allows me to better understand the importance of interpersonal communication, which is especially applicable in the hospitality industry. There were various concepts that I have learnt such as Thomas-Kilmann conflict mode instrument, Johari Window, non-verbal cues in communication and the 7cs in writing.
Equipped with these communication skills, students were also asked to develop a project synopsis together with a training video to showcase an interpersonal communication issue. My team have chosen to work on the topic “creating a positive nonverbal first impression in the front office context while performing a check-in procedure.” As all three of us in the group are specialised in hotels and have a burning passion in service, we believe that this topic would be a fun project to work on, and would allow us to step out of our comfort zone.
As the saying goes, it only takes seven seconds to form a first impression and this impression is difficult to change. Hence, during the interview session that the team has conducted with E Hotel’s manager, we initiated the non-verbal cues in communication to portray a positive first impression of ourselves as well. With the key information collected from the interview, the team held various meetings to brainstorm for ideas for our filming. This project brought the group closer where friendships were forged and we weaved our ideas from our front office experiences to develop the storyboard of our video.
This project has been enriching as it has broadened my view on the importance of first impression and I find it especially applicable having first-hand experience working as a front office agent before. I felt pleased to be able to present the video to the class and glad that the class had learnt something out of it. On top of that, the comprehensive feedback from Brad has also allowed me to learn what areas the project could be improved on to enhance and facilitate my learning.
In the competitive hospitality industry, it is vital to find a niche to work on such as focusing on the customer service aspect and the best solution to this is by providing a positive first impression to guests. Hence, during my upcoming IWSP phase as a front office agent, I will put into practice what I have learned from my own project and strive to provide a positive first impression through these non-verbal cues.