On November 9, 2nd year Master’s students gathered for a meeting with a professional in her field, Cluster General Manager and part-time supervisor for a practical course Deborah Haines. The first lesson was about Grooming and Behavior, in which we discussed the appearance of hotel staff, which must meet the established standards, since the first impression is the basis of customer satisfaction. Next, was discussed the importance of the correct behavior of the hotel staff, since it is the staff that creates the atmosphere of coziness and comfort in the hotel.

“The hotel itself is just a concrete building without a heart, blood and life, and only people who work here, create that very pleasant atmosphere of a cozy place where you want to return. Therefore, it is important to train and prepare future and existing personnel to be able to provide service at the proper level and be able to behave correctly in any situation: normal or extreme”, noted Deborah.

“The lesson was productive and very informative. Most importantly, that the students began to delve into the direct work of the Hotel and understand how to behave while on the spot as Front Office employees and how to deal with the staff and hotel issues as a General Manager”, noted the second-year student R.Ulmasova.