Second Lecture of FHTM’s “Seminars by Hotel Managers” :
“Guest Interaction: Smile with Your Mask On”
by Mr. Tom Jordan
On 16th October, 2020, the Faculty of Hospitality and Tourism Management of Macau University of Science and Technology hosted the second lecture of "Seminar by Hotel Managers" in D Hall. The topic of the session was "Guest Interaction: Smile with Your Mask On", delivered by Mr. Tom Jordan, Duty Manager of Legend Palace Hotel. This lecture was sponsored by Macau Foundation.
Mr. Jordan started by quoting research findings regarding the five benefits of smiling and the importance of smiling to hospitality employees. Then he explained and demonstrated how we can make use of gestures, voice, and body languages to achieve the same effect as smiling while with our masks on. Through analyzing different types of smiles, he revealed to students how to use smiles effectively, because becoming more affectionate can bring us closer to our guests. In the Questions & Answers session, Mr. Jordan shared some interview techniques with students, as well as his personal experiences in daily operation. He also illustrated some skills in enhancing our emotional intelligence, and why they are important for hospitality employees. Through the lecture, students benefited a lot from the guest speaker concerning the practical aspect in the hospitality industry, and had a more profound understanding about the responsibilities of a Duty Manager.
Guest Speaker Gave a Lecture
FHTM Dr. Jose Wong（right）and Mr. Tom Jordan pictured together
Guest Speaker, FHTM Teachers and Students’ Group Photo