Communication, Grooming and Customer Care
Domain 6 tests professional communication, personal presentation and service recovery. The exam expects specific behaviours, not slogans.
Communication
Communication is a two-way process: sender, message, channel, receiver, feedback and noise. Use the 7 Cs: clear, concise, concrete, correct, coherent, complete and courteous. Listening is active: paraphrase, ask open questions and confirm. Telephone etiquette: answer within three rings, greet with name and department, speak clearly, repeat numbers and thank the caller. Email: subject line, greeting, short paragraphs, proofread and reply promptly.
Grooming
Uniform clean and pressed; hair neat and tied back where required; nails short and clean; minimal jewellery; fresh breath; daily bathing; polished shoes; name badge visible. Grooming is a safety and hygiene issue in kitchens and food service, not only appearance.
Customer care
Greet promptly, use the guest's name when known, explain what you can do and follow up. For complaints, use a sequence: listen without interrupting, apologise for the experience, empathise, ask what will resolve it, act within your authority, confirm and record. Escalate serious issues.
Worked example
A guest says the room was not cleaned. The staff member listens, apologises, checks the room status, sends housekeeping, offers a small recovery such as a late checkout if policy allows, confirms the room is clean and logs the complaint. Reasoning: the guest needs action and acknowledgement, not an argument about whose fault it is.
Traps
Do not defend the department before hearing the guest. Do not overpromise a refund you cannot authorise. Grooming is not just wearing a uniform. Passive listening is not active listening. Never share guest data.